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-4160466
30 May 2023 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4160466 The complaint Mr H complains about the high interest rate applied to his buy to let mortgage with The Mortgage Works (UK) Plc. He wants a fair interest rate while he sells the property. He says TMW didn’t offer support despite knowing about his mental health issues. What happen... (3 pages)View decision -
Decision Reference DRN-4160497
30 May 2023 Aviva Insurance Limited UpheldInsuranceDRN-4160497 The complaint Mr J and Miss J are unhappy that Aviva Insurance Limited recorded a claim against the buildings insurance element of their home insurance policy. They’ve said they made it clear they didn’t want to make a claim in this respect. What happened Mr J and Miss J held a... (4 pages)View decision -
Decision Reference DRN-3994912
30 May 2023 U K Insurance Limited UpheldInsuranceDRN-3994912 The complaint Miss B complained that U K Insurance Limited cancelled her motor insurance policy. What happened UKI increased Miss B ’s premium after they discovered that she’d had an accident she hadn’t told them about. If they’d known about it when she’d taken out the policy h... (3 pages)View decision -
Decision Reference DRN-4160267
30 May 2023 ReAssure Life Limited UpheldPensions and AnnuitiesDRN-4160267 The complaint Mr D has complained that ReAssure Life Limited wouldn’t allow him to transfer – either fully or partially – his personal pension plan (PPP) to a new pension provider. Although ReAssure did later agree to the transfer, this was some four months after he’d initially... (6 pages)View decision -
Decision Reference DRN-3947507
30 May 2023 Covea Insurance plc UpheldInsuranceDRN-3947507 The complaint Mrs M complains that Covea Insurance plc mishandled her claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a car first registered in January 2018. It had a diesel engine, automatic transmission and 5 doors. Mrs ... (4 pages)View decision -
Decision Reference DRN-4085532
30 May 2023 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4085532 The complaint Mr H complains The Royal London Mutual Insurance Society Limited (Royal London) caused delays when transferring his personal pension from his ceding scheme (A). He believes he has suffered financial loss and distress and inconvenience in trying to sort this matter... (3 pages)View decision -
Decision Reference DRN-4149730
30 May 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4149730 The complaint Mr R complains Scottish Widows Limited (Scottish Widows) disinvested his policy from a With-Profits and Consensus fund and reinvested the With-Profits proceeds into a Cash fund on a new platform without his consent. He says he has suffered a loss of investment gro... (7 pages)View decision -
Decision Reference DRN-4160133
30 May 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4160133 The complaint Mrs C and Mr C complain that Metro Bank PLC (Metro) charged fees to their euro account and marked their credit file. What happened Mrs C and Mr C had a euro account and a GBP account with Metro. On 3 September 2018, two large payments totalling euro 416,866 were m... (4 pages)View decision -
Decision Reference DRN-4160187
30 May 2023 Aviva Insurance Limited UpheldInsuranceDRN-4160187 The complaint Mrs P has complained about Aviva Insurance Limited’s decision to reject a claim she made under her home and buildings insurance policy. Mrs P’s son is complaining on her behalf. What happened Mrs P discovered some of her kitchen units had sunk and obtained quotes ... (3 pages)View decision -
Decision Reference DRN-4115911
30 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4115911 The complaint Ms H complains about a declined claim she made on a pet insurance policy with Casualty & General Insurance Company (Europe) Ltd (‘CGICE’). She also complains about an exclusion applied to the policy by CGICE. CGICE are the underwriters (insurers) of this polic... (4 pages)View decision