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 120469 results
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Decision Reference DRN-3599220
25 Aug 2022 Aviva Insurance Limited UpheldInsuranceDRN-3599220 The complaint Ms M complains about Aviva Insurance Limited (Aviva) declining a claim under her home insurance policy, for damage from a leak at her property. References to Aviva include their agents who provide services and deal with claims under the policy. What happened In Ma... (4 pages)View decision -
Decision Reference DRN-3534900
25 Aug 2022 First Data Europe Limited UpheldBanking and PaymentsDRN-3534900 The complaint T, a limited company, complains that it has been charged fees for not being PCI-DSS compliant by First Data Europe Limited trading as Clover, despite trying to send proof of compliance. Miss V, a company secretary of T, brings the complaint on its behalf. What hap... (2 pages)View decision -
Decision Reference DRN-3668184
25 Aug 2022 Sainsbury's Bank Plc UpheldConsumer CreditDRN-3668184 The complaint Mrs C is unhappy that Sainsbury’s Bank Plc have applied a default on her credit file following a missed payment on her fixed sum loan agreement. The complaint has been brought to our service by a solicitor on behalf of Mrs C. For ease of reading, I’ll refer to all... (9 pages)View decision -
Decision Reference DRN-3652432
25 Aug 2022 Aviva Insurance Limited UpheldInsuranceDRN-3652432 The complaint Mr M complains Aviva Insurance Limited (Aviva) caused delays to the settlement of his claim on his motor insurance policy and caused additional damage to his campervan. There are several parties and representatives of Aviva involved throughout the complaint but fo... (3 pages)View decision -
Decision Reference DRN-3551930
25 Aug 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3551930 The complaint Mr V complains that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim he made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system he says were misrepresented to him by the supplier. What happened In or around... (7 pages)View decision -
Decision Reference DRN-3639402
25 Aug 2022 Bank of Scotland Plc UpheldMortgagesDRN-3639402 The complaint Mr Y complains about Bank of Scotland plc’s handling of a missed mortgage payment. What happened Mr Y has a mortgage with Bank of Scotland. Monthly payments were taken by direct debit from Mr Y’s bank account. In December 2021, Bank of Scotland were unable to coll... (2 pages)View decision -
Decision Reference DRN-3623585
25 Aug 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3623585 The complaint Mr M complains about the advice he received from Portal Financial Services LLP (‘Portal’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme (‘OPS’) to a self-invested personal pension plan (‘SIPP’). He says the advice was unsuita... (9 pages)View decision -
Decision Reference DRN-3668248
25 Aug 2022 ITI Capital Limited UpheldInvestmentsDRN-3668248 The complaint Mr A has complained about the delays he has experienced in trying to arrange for his two accounts to be transferred away from ITI Capital (‘ITI’) after his accounts were migrated over from a previous firm. ITI hasn’t responded to any of his correspondence or phone... (6 pages)View decision -
Decision Reference DRN-3426922
25 Aug 2022 LeasePlan UK Limited UpheldConsumer CreditDRN-3426922 The complaint Mr H complains about the amount LeasePlan UK Limited trading as LeasePlan Go (LeasePlan) charged when he returned his vehicle. What happened Mr H entered into a hire agreement for a new vehicle with LeasePlan in September 2019. In 2020 Mr H applied for and was gi... (3 pages)View decision -
Decision Reference DRN-3497546
25 Aug 2022 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-3497546 The complaint Mr H complains about the way his claim for damage caused by an ingress of water to his property was handled by Ocaso SA, Compania de Seguros Reaseguros (“Ocaso”). All references to Ocaso in this decision include its appointed agents. What happened M H made a claim... (3 pages)View decision
