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-4116200
5 May 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4116200 The complaint Mr and Mrs M complain that AA Underwriting Insurance Company Limited unfairly rejected an escape of water claim under their home insurance policy. Both Mr and Mrs M are named policyholders on their AA policy, so any claim or complaint is brought by them both. But ... (3 pages)View decision -
Decision Reference DRN-3972694
5 May 2023 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-3972694 Complaint Mrs D has complained that Omni Capital Retail Finance Limited (“Omni”) rejected her claim against it under Section 75 of the Consumer Credit Act 1974. Background Mrs D bought solar panels for her home in 2017. The purchase was funded by a loan from Omni, and that busi... (3 pages)View decision -
Decision Reference DRN-4113037
5 May 2023 One Sure Insurance Limited UpheldInsuranceDRN-4113037 The complaint On behalf of his business (‘C’) Mr B says that in 2022 One Sure Insurance Limited mis-sold a motor traders policy for C, which was later cancelled by the insurer. What happened Mr B had bought policies to cover C’s vehicles through One Sure since 2015. In March 20... (4 pages)View decision -
Decision Reference DRN-4080594
5 May 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4080594 The complaint N, a limited company, complains that Metro Bank PLC, blocked its account in error. What happened N says that it was contacted by Metro Bank after one of its directors had resigned. And that the remaining director went to a branch to change the mandate. N found out... (2 pages)View decision -
Decision Reference DRN-4015169
5 May 2023 KBFS Financial Limited UpheldPensions and AnnuitiesDRN-4015169 The complaint Mr B complained that he was given unsuitable advice to transfer his defined benefit (DB) Occupational Pension Scheme (OPS), to a type of personal pension. Although trading at the time under a different name, KBFS Financial Limited is now responsible for answering ... (8 pages)View decision -
Decision Reference DRN-4051732
5 May 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4051732 The complaint Ms B complains that Clydesdale Bank Plc (trading as Virgin Money) declined her claim for compensation under section 75 of the Consumer Credit Act 1974 in relation to her purchase of a package holiday. What happened In September 2021 Ms B paid £5,660 for a package ... (3 pages)View decision -
Decision Reference DRN-4116061
5 May 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4116061 The complaint Mrs B complains about Lloyds General Insurance Limited (Lloyds) who declined her claim under her home insurance policy. What happened Mrs B contacted Lloyds to make a claim as she noticed that there was a leak in her home. Lloyds sent a surveyor to assess the dama... (5 pages)View decision -
Decision Reference DRN-4034094
5 May 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4034094 The complaint Mr M complains about a car he acquired with finance provided by BMW Financial Services (GB) Limited (trading as ALPHERA Financial Services) (“BMW FS”). What happened In October 2021 Mr M acquired a car under a credit agreement with BMW FS. The car was about three ... (3 pages)View decision -
Decision Reference DRN-4053033
5 May 2023 Aviva Insurance Limited UpheldInsuranceDRN-4053033 The complaint Mr K complains that he made a claim to Aviva Insurance Limited (Aviva), via his broker, in June 2023 but received no response, under his motor insurance policy. What happened Mr K says his motorcycle was stolen in June 2022. He contacted his broker by phone to mak... (3 pages)View decision -
Decision Reference DRN-4084835
5 May 2023 Covea Insurance plc UpheldInsuranceDRN-4084835 The complaint The estate of Mr H complains that Covea Insurance plc (Covea) unfairly refused to meet a claim made following Mr H’s death, and that a subsequent offer to meet the claim in part isn’t fair. What happened I’m not going to go over all of the information for this com... (2 pages)View decision