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 121115 results
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Decision Reference DRN-3660257
7 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3660257 The complaint Mr C complains about British Gas Insurance Limited (“British Gas”) for not carrying out annual services as required and for leaving problems with a flue undetected and unrepaired. He wants British Gas to make changes to its processes and to compensate him for the ... (3 pages)View decision -
Decision Reference DRN-3661697
7 Sep 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3661697 The complaint Mr F complains that Casualty and General Insurance Company (Europe) Ltd (“CGIC”) unfairly declined a claim under his pet insurance policy. What happened The background to this complaint is quite straightforward and known to both parties, so I’ve only summarised ev... (2 pages)View decision -
Decision Reference DRN-3677476
7 Sep 2022 Phoenix Life Assurance Limited UpheldPensions and AnnuitiesDRN-3677476 The complaint Ms P has complained to Phoenix Life Assurance Limited that it caused unnecessary delays in transferring two personal pension policies (PPPs) to a new pension provider. Ms P has said that she needed to become involved in the transfer process to ensure it was comple... (7 pages)View decision -
Decision Reference DRN-3686912
7 Sep 2022 NewDay Ltd UpheldInsuranceDRN-3686912 The complaint Miss S complained that her credit card payment protection insurance (“PPI”) policy was cancelled in 2019 without her consent, and that NewDay Ltd (“NewDay”) did not comply with her request to reinstate the policy. Miss S also said that because of the cancellation,... (4 pages)View decision -
Decision Reference DRN-3685240
7 Sep 2022 National Westminster Bank Plc UpheldConsumer CreditDRN-3685240 The complaint Mr Y complains that National Westminster Bank Plc (NatWest) made a series of errors on his accounts. What happened Mr Y had two personal loans from NatWest, each for £3,000 and taken out in April 2019 and July 2019. He fell into arrears in September 2019. In April... (3 pages)View decision -
Decision Reference DRN-3689267
7 Sep 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3689267 The complaint Mr W complains that Shop Direct Finance Company Limited trading as very (very) should have agreed to payment holidays. What happened Mr W had an account with very – the limit was £3,850. The interest rate was 59.9% p.a. His income was affected by the covid-19 pand... (4 pages)View decision -
Decision Reference DRN-3690472
7 Sep 2022 National Westminster Bank Plc UpheldMortgagesDRN-3690472 The complaint Miss D and Mr M complain that National Westminster Bank Plc refused their application for further borrowing on their mortgage because Mr M had taken self-employed financial support during the coronavirus pandemic. As a result they moved their mortgage to another l... (3 pages)View decision -
Decision Reference DRN-3672512
7 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3672512 The complaint Mr L and Mrs S complain that when Aviva Insurance Limited replaced the ball valve in their cold-water tank in January 2019, they used the wrong type of valve. This then failed in March 2021 flooding their boiler which had only been fitted in July 2020. They want A... (6 pages)View decision -
Decision Reference DRN-3586946
7 Sep 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3586946 The complaint Mr D has complained that Domestic & General Insurance Plc wrongly destroyed his mobile phone and its data under his mobile phone insurance policy. What happened Mr D sent in his mobile for repair to D&G. Unfortunately, neither Mr D nor D&G realised thi... (2 pages)View decision -
Decision Reference DRN-3594662
7 Sep 2022 Lloyds Bank PLC UpheldInvestmentsDRN-3594662 The complaint Mr and Mrs W complain about advice they received from Lloyds Bank Plc (Lloyds) in 1997 to take out Unit Trusts, Personal Equity Plans (PEPs), Growth Bonds and Stepped Rate Bonds. They also complain about advice they received in 2000 to take out Unit Trust Maxi Ind... (12 pages)View decision
