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-4153817
26 May 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4153817 The complaint Mr H says Aviva Life & Pensions UK Limited (Aviva), trading as Colonial Mutual, gave him unsuitable advice in 1998 to take out a Free Standing Additional Voluntary Contributions (FSAVC) plan instead of informing him about options available to him through his p... (6 pages)View decision -
Decision Reference DRN-4149387
26 May 2023 Skipton Building Society UpheldMortgagesDRN-4149387 The complaint Ms J complains that for several years Skipton Building Society applied her overpayments to the wrong part of her part and part mortgage. Although this has recently been adjusted, her contractual monthly payments (“CMP”) have dramatically increased. What happened M... (4 pages)View decision -
Decision Reference DRN-4102836
26 May 2023 West Bay Insurance Plc UpheldInsuranceDRN-4102836 The complaint Mr F complains West Bay Insurance Plc trading as Zenith Insurance (Zenith) unfairly settled a claim, from a third-party, on his commercial motor insurance policy and recorded it as fault. He also complains he was not kept updated or informed of the outcome of the ... (3 pages)View decision -
Decision Reference DRN-4153812
26 May 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4153812 The complaint Mrs H says Aviva Life & Pensions UK Limited (Aviva), trading as Colonial Mutual, gave her unsuitable advice in 1998 to take out a Free Standing Additional Voluntary Contributions (FSAVC) plan instead of informing her about options available to her through her ... (6 pages)View decision -
Decision Reference DRN-3775051
26 May 2023 Gain Credit LLC UpheldConsumer CreditDRN-3775051 The complaint Miss S complains that Gain Credit LLC, trading as Drafty, approved a credit facility for her when she could not afford it. What happened This was not a loan. Drafty offered a credit facility which commenced with a limit being determined and then the customer was a... (4 pages)View decision -
Decision Reference DRN-4154526
25 May 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4154526 The complaint Miss M complains that Haven Insurance Company Limited cancelled her motor insurance policy and refused to pay her claim. Other companies have been involved in this complaint, but Haven is the underwriter of this policy i.e. the insurer. It is therefore responsible... (4 pages)View decision -
Decision Reference DRN-3982044
25 May 2023 U K Insurance Limited UpheldInsuranceDRN-3982044 The complaint Mrs R is unhappy with U K Insurance Limited’s (UKI) handling of a claim she made on her motor insurance policy. What happened Mrs R made a claim on her car insurance policy when her car was stolen. UKI initially thought the car wasn’t fitted with a tracker and so ... (3 pages)View decision -
Decision Reference DRN-4133176
25 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4133176 The complaint Miss B complains that NewDay Ltd lent to her irresponsibly. What happened Miss B’s complaint is about two credit cards with NewDay. In July 2019 Miss B applied for a Fluid card. NewDay approved the application and gave Miss B a card with an initial credit limit of... (3 pages)View decision -
Decision Reference DRN-4142434
25 May 2023 Lloyds Bank PLC UpheldConsumer CreditDRN-4142434 The complaint Mr B complains that Lloyds Bank PLC lent to him irresponsibly. What happened Mr B applied for a loan in April 2017. Lloyds approved the application and gave Mr B a loan for £5000 repayable over 84 months. Mr B applied for a second loan in November 2017. Lloyds app... (3 pages)View decision -
Decision Reference DRN-4125139
25 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4125139 The complaint Mr G and Miss Z are unhappy with the way AXA Insurance UK Plc (AXA) handled their travel insurance claim. Any reference to AXA includes all its agents. What happened Mr G and Miss Z took out a single trip travel insurance policy in May 2022 which covered their tri... (3 pages)View decision