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
-
Decision Reference DRN-3655592
22 Aug 2022 Supersonicz Limited UpheldBanking and PaymentsDRN-3655592 The complaint Mrs S complains that a payment sent via Supersonicz Limited didn’t reach the recipient. 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’ll focus on giving the reasons... (2 pages)View decision -
Decision Reference DRN-3660045
22 Aug 2022 Aviva Insurance Limited UpheldInsuranceDRN-3660045 The complaint Mr P has complained about Aviva Insurance Limited’s decision not to meet his claim in full following a theft claim he made under his home insurance policy. What happened Mr P bought a home insurance policy for property ‘A’ which was the risk address. Mr P made a c... (3 pages)View decision -
Decision Reference DRN-3650956
22 Aug 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3650956 The complaint Mr O is unhappy with how the fraud investigation team at TSB Bank plc responded after the bank refunded fraudulent transactions on his account. What happened Mr O disputed five transactions on 16 February 2021, they were refunded the same day. On 10 March 2021 he ... (2 pages)View decision -
Decision Reference DRN-3657408
22 Aug 2022 Morehealth Limited UpheldInsuranceDRN-3657408 The complaint Mrs S complains about the sale of her private medical insurance policy by Morehealth Limited. What happened Mrs S held private medical insurance cover with an insurer (that I’ll call ‘Policy A’). In 2018, Morehealth arranged for Mrs S to switch her cover to a new ... (5 pages)View decision -
Decision Reference DRN-3660757
22 Aug 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3660757 The complaint Mrs B complains that National Savings and Investments (NS&I) do not recognise her as the Premium Bond holder of a Premium Bond certificate she physically has a copy of. What happened Mrs B wrote to NS&I to confirm the Premium Bond numbers she held. NS&... (7 pages)View decision -
Decision Reference DRN-3656438
22 Aug 2022 Rock Insurance Services Limited UpheldInsuranceDRN-3656438 The complaint Mrs L is unhappy with how Rock Insurance Services Limited (Rock) has handled her travel insurance complaint. Mrs L is being represented by her son, Mr L, on this complaint. What happened Mrs L initially made a complaint to Rock requesting a refund of the premium ... (3 pages)View decision -
Decision Reference DRN-3600155
22 Aug 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3600155 The complaint Mr K, through his representative, complains that Everyday Lending Limited trading as Everyday Loans lent to him irresponsibly. What happened Mr K was approved for one loan in August 2014 for £6,500 for the main capital loan plus a secondary loan (life cover) for £... (5 pages)View decision -
Decision Reference DRN-3602864
22 Aug 2022 ITI Capital Limited UpheldPensions and AnnuitiesDRN-3602864 The complaint Mr D complains about ITI Capital Limited’s administration of his investments held within a Self-Invested Personal Pension (SIPP), after they were transferred from a business that is now insolvent - ‘S’. What happened In June 2020 Mr D’s investment portfolio was tr... (6 pages)View decision -
Decision Reference DRN-3633182
22 Aug 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3633182 The complaint Mrs S has complained about the way Admiral Insurance Company Limited dealt with things when she found issues with her car after completed repairs from a claim against her car insurance policy. What happened Mrs S’s car was repaired by an approved repairer (AR) of ... (3 pages)View decision -
Decision Reference DRN-3661193
22 Aug 2022 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3661193 The complaint Mr I complains that Vanquis Bank Limited (“Vanquis”) removed £220 from his Vanquis credit card account without his permission. What happened On 23 June 2020 Mr I’s credit card account received two payments totalling £220 from a third party. Mr I says the payments ... (2 pages)View decision
