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 119142 results
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Decision Reference DRN-3484141
4 Jul 2022 U K Insurance Limited UpheldInsuranceDRN-3484141 The complaint Mrs B has complained that her motor insurer, U K Insurance Limited (UKI), sold her car after it was declared a total loss despite previously agreeing to her keeping the salvage. All references to UKI include its agents. Mrs B’s complaint was brought to us by Mr S ... (3 pages)View decision -
Decision Reference DRN-3566643
4 Jul 2022 J.M. GLENDINNING (INSURANCE BROKERS) LIMITED UpheldInsuranceDRN-3566643 The complaint Mr L complains on behalf of his business, J that its brokers, J M Glendinning (Insurance Brokers) Limited (JMG), failed to provide J with adequate cover which would include ‘Accidental Damage’, and failed to advise that this was not included within J’s policy. Wha... (6 pages)View decision -
Decision Reference DRN-3565098
4 Jul 2022 Cambrian Associates Limited UpheldPensions and AnnuitiesDRN-3565098 The complaint Mr B complains that he was given unsuitable advice by Richard Carew Independent Financial Advisers Limited to transfer deferred benefits from his Defined Benefit (DB) pension with British Steel (BSPS) to a personal pension. He says he might have lost out as a resu... (7 pages)View decision -
Decision Reference DRN-3472629
4 Jul 2022 Hastings Insurance Services Limited UpheldInsuranceDRN-3472629 The complaint Mrs N complains that she was charged £821 by Hastings Insurance Services Limited for hire costs following a claim made on her motor insurance policy. What happened Mrs N was involved in an accident. Her brother reported this to Hastings, and it said the claim woul... (3 pages)View decision -
Decision Reference DRN-3519321
4 Jul 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3519321 Complaint Mrs B has complained that Shawbrook Bank Limited (“Shawbrook”) rejected her claim against it under Section 75 of the Consumer Credit Act 1974. Background Mrs B bought solar panels for her home in October 2015. The purchase was funded by a loan from Shawbrook, and that... (3 pages)View decision -
Decision Reference DRN-3576248
4 Jul 2022 Aviva Insurance Limited UpheldInsuranceDRN-3576248 The complaint Mr X complains that Aviva Insurance Limited is responsible for mishandling his claim on a home emergency insurance policy. Where I refer to Aviva, I include the home emergency company, its employees, contractors and others insofar as I hold Aviva responsible for t... (4 pages)View decision -
Decision Reference DRN-3576103
4 Jul 2022 Citibank UK Limited UpheldBanking and PaymentsDRN-3576103 The complaint Mr S held an account with Citibank UK Limited. He complains that Citibank introduced monthly fees for his account, which they didn’t notify him about. He also complains that he has not been able to access the account since November 2019. What happened Mr S held tw... (3 pages)View decision -
Decision Reference DRN-3575951
4 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3575951 The complaint Mr L has complained that NewDay Ltd have given him credit limit increases without checking whether they were affordable and have not taken into account his financial difficulties after he told them. What happened Mr L is self-employed. He held two accounts with Ne... (5 pages)View decision -
Decision Reference DRN-3565818
4 Jul 2022 The Mortgage Business Plc UpheldMortgagesDRN-3565818 The complaint Ms V complains that The Mortgage Business Plc (TMB) did not tell her that she could re- mortgage to another lender within the banking group to access a lower interest rate product on her mortgages. She says when she’d asked for a lower rate previously, she’d been ... (5 pages)View decision -
Decision Reference DRN-3574556
4 Jul 2022 ERGO Reiseversicherung AG UpheldInsuranceDRN-3574556 The complaint Mrs D complains that ERGO Reiseversicherung AG has turned down a cancellation claim she made on a travel insurance policy. What happened In September 2019, Mrs D took out a single trip travel insurance policy through a broker to cover a holiday she’d booked. She w... (3 pages)View decision
