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-4077443
2 Jun 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4077443 The complaint Mrs M complains about AA Underwriting Insurance Company Limited (AAUICL) trying to recover the cost of repairs for her car from her after she claimed on her car insurance policy. What happened Mrs M had a policy with AAUICL which was due to renew. AAUICL wrote to ... (3 pages)View decision -
Decision Reference DRN-4005590
2 Jun 2023 Morses Club PLC UpheldConsumer CreditDRN-4005590 The complaint Mr K says Morses Club PLC irresponsibly lent to him. What happened Morses lent Mr K five home credit loan. From the information provided, Mr K’s borrowing history is as follows: Loan Start Date End Date Capital Amount Interest amount Term Repayment amount 1 23/10/... (3 pages)View decision -
Decision Reference DRN-4165921
2 Jun 2023 AWP P&C SA UpheldInsuranceDRN-4165921 The complaint Mr T and Mrs H complain because AWP P&C SA (‘AWP’) hasn’t paid a claim for a cancelled trip under their travel insurance policy. What happened Mr T and Mrs H held single trip travel insurance, provided by AWP. They were due to travel on a UK break in December ... (3 pages)View decision -
Decision Reference DRN-4154847
2 Jun 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4154847 The complaint Ms C complains that Aviva Life & Pensions UK Limited should honour the original annuity quote it gave her. What happened Ms C had a personal pension plan with Aviva, paying into it until April 2022. In November 2021 Aviva sent her a ‘wake up’ letter as she was... (5 pages)View decision -
Decision Reference DRN-4021794
2 Jun 2023 Covea Insurance plc UpheldInsuranceDRN-4021794 The complaint Mr and Mrs B have complained that Covea Insurance plc unfairly declined a claim under a pet insurance policy. What happened Mrs B took out a pet insurance policy with Covea on 18 February 2021 for a dog whom I’ll call C. The policy was renewed on 18 February 2022.... (3 pages)View decision -
Decision Reference DRN-4054731
2 Jun 2023 National Savings and Investments UpheldBanking and PaymentsDRN-4054731 The complaint Mrs S complains that National Savings and Investments (NS&I) did not answer the phone or call her back in order for her to change her telephone numbers and access her funds. What happened Mrs S says that on 24 October 2022, she attempted to log into her NS&... (3 pages)View decision -
Decision Reference DRN-4166502
2 Jun 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4166502 The complaint Mrs B complains about the information given by Admiral Insurance (Gibraltar) Limited when she called to claim on her motor insurance policy. What happened Mrs B’s car was damaged in an accident with a third party, so she called Admiral to report the accident. As A... (3 pages)View decision -
Decision Reference DRN-4166296
2 Jun 2023 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4166296 The complaint Ms L complains about a decision by Ikano Bank Ab (publ), who I’ll call “Ikano”, not to uphold a claim she made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened I issued my provisional decision on this complaint in May of this ... (3 pages)View decision -
Decision Reference DRN-4081616
2 Jun 2023 Black Horse Limited UpheldConsumer CreditDRN-4081616 The complaint Miss G complains that Black Horse Limited, who I’ll call “Black Horse”, failed to credit a payment to her account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reaso... (2 pages)View decision -
Decision Reference DRN-4081267
2 Jun 2023 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4081267 The complaint Mr M complains that Tesco Personal Finance PLC trading as Tesco Bank made errors when applying a hold to his loan account. What happened Both parties are aware of the background of this complaint, so I won’t go into it in detail again here. In summary, Mr M asked ... (6 pages)View decision