We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 128312 results
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Decision Reference DRN-4174414
6 Jun 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4174414 The complaint Mr and Mrs C complain about the way AA Underwriting Insurance Company Limited (AA) handled and settled a claim on their motor insurance policy. Reference to AA includes agents acting on its behalf. What happened Mr and Mrs C had a motor insurance policy with AA. M... (3 pages)View decision -
Decision Reference DRN-4082946
6 Jun 2023 Markerstudy Insurance Company Limited UpheldInsuranceDRN-4082946 The complaint Mr M complains about the quality of repairs carried out by Markerstudy Insurance Company Limited (“Markerstudy”) under a claim on his car insurance policy. What happened Mr M‘s car was damaged in April 2021 and he made a claim from Markerstudy. Markerstudy’s appro... (3 pages)View decision -
Decision Reference DRN-3877965
6 Jun 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3877965 The complaint A company that I’ll refer to as N complains that Great Lakes Insurance SE turned down a claim on its commercial vehicle fleet insurance policy. Miss W, a director of N, has complained on N’s behalf. What happened N took out a motor fleet policy with Great Lakes. D... (4 pages)View decision -
Decision Reference DRN-3713338
6 Jun 2023 Countrywide Assured Plc UpheldInvestmentsDRN-3713338 The complaint Mr S complains to Countrywide Assured Plc (Countrywide) about his whole of life Disability Income protection policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’l... (2 pages)View decision -
Decision Reference DRN-4142535
6 Jun 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4142535 The complaint Mr M complains that Barclays Bank UK PLC didn’t treat him fairly when his mortgage fell into arrears. He asks that it switches his mortgage to interest only payments, extends the term and removes adverse data from his credit file. What happened Mr M’s mortgage acc... (3 pages)View decision -
Decision Reference DRN-4152115
6 Jun 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4152115 The complaint A company that I’ll refer to as M has complained about how Fortegra Europe Insurance Company Ltd dealt with a claim on its Van Hire Excess Insurance Policy. Ms P, a director of M, has brought the complaint on M’s behalf. For ease of reading, I will refer to M thro... (3 pages)View decision -
Decision Reference DRN-4058918
6 Jun 2023 Ageas Insurance Limited UpheldInsuranceDRN-4058918 The complaint A company that I’ll refer to as E has complained about how Ageas Insurance Limited dealt with a claim on its property insurance policy. Mr K, a director of E, has brought the complaint on E’s behalf. For ease of reading, I will refer to E throughout. What happened... (4 pages)View decision -
Decision Reference DRN-4154793
6 Jun 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4154793 The complaint Mr R complains that Tesco Personal Finance PLC trading as Tesco Bank lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened In June 2017 Mr R applied for a credit card with Tesco Bank. In his application... (3 pages)View decision -
Decision Reference DRN-4082557
6 Jun 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4082557 The complaint Mr A complains about a car he acquired under a hire purchase agreement with Creation Consumer Finance Ltd. What happened In November 2021 Mr A acquired a used car under a regulated hire purchase agreement financed by Creation. The car was three years old, had a mi... (3 pages)View decision -
Decision Reference DRN-4171748
6 Jun 2023 Financial Administration Services Limited UpheldPensions and AnnuitiesDRN-4171748 The complaint Ms P complains that following the transfer of her defined benefit pension into a Self-invested Personal Pension (SIPP), Financial Administration Services Limited (FASL) provided incorrect information about investing her funds and this resulted in a financial loss.... (3 pages)View decision