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 125299 results
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Decision Reference DRN-3860165
26 Jan 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3860165 The complaint Mrs K is unhappy with Advantage Insurance Company Limited’s handling of a claim she made on her car insurance policy. References to Advantage include its agents acting on its behalf. Mrs K is the policyholder and is represented by Mr S. For ease, I’ve referred to... (3 pages)View decision -
Decision Reference DRN-3652922
26 Jan 2023 JLT Wealth Management Limited UpheldPensions and AnnuitiesDRN-3652922 The complaint Mr F complains about advice he was given to transfer the benefits of a defined-benefit (DB) occupational pension scheme (OPS) to a personal pension plan. He says the advice was unsuitable for him and believes this has caused him a financial loss. JLT Wealth Manage... (8 pages)View decision -
Decision Reference DRN-3731412
26 Jan 2023 Amtrust Europe Limited UpheldInsuranceDRN-3731412 The complaint F and F, a company, complain about Amtrust Europe Limited’s handling of their legal expenses insurance claim. All references to Amtrust in this decision include their claims handlers. What happened F and F occupied business premises under a sublease with A. A’s la... (3 pages)View decision -
Decision Reference DRN-3713543
26 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3713543 The complaint Mr D complains that NewDay Ltd (‘NewDay’) wrongly increased his credit limit when this was not affordable for him. What happened Mr D took out a credit card with NewDay in August 2018. NewDay says that he told them that he earned £12,000 per year and had unsecure... (4 pages)View decision -
Decision Reference DRN-3927328
26 Jan 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3927328 The complaint Mr R complains that Santander UK Plc won’t refund a payment he made for goods using his credit card. What happened In June 2021, Mr R purchased some machinery online using his Santander credit card. The cost of the machinery was £279.98. Around two months later th... (3 pages)View decision -
Decision Reference DRN-3726416
26 Jan 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3726416 The complaint Mr T complains that Lloyds Bank PLC (‘Lloyds’) unfairly failed to extend a repayment plan in relation to his overdraft. What happened Mr T held an account with the bank which included an overdraft facility. He was made redundant from his work, and made use of the... (5 pages)View decision -
Decision Reference DRN-3928515
26 Jan 2023 Amtrust Europe Limited UpheldInsuranceDRN-3928515 The complaint Mr L has complained about Amtrust Europe Limited’s decision to turn down his claim under his Hire and Repair Costs (HRC) insurance policy. What happened Mr L was involved in an accident and called his motor insurer to make a claim under his policy for the damage t... (3 pages)View decision -
Decision Reference DRN-3813013
26 Jan 2023 Amtrust Europe Limited UpheldInsuranceDRN-3813013 The complaint Mr S and Miss C complain that Amtrust Europe Limited has unfairly declined a claim under their legal expenses insurance policy. Where I refer to Amtrust, this includes its agents and claims handlers. What happened Mr S and Miss C made a claim on their policy to pu... (2 pages)View decision -
Decision Reference DRN-3928950
26 Jan 2023 Fairmead Insurance Limited UpheldInsuranceDRN-3928950 The complaint Mr F complains about the way Fairmead Insurance Limited has handled a claim under his legal expenses insurance policy. Where I refer to Fairmead, this includes its agents and claims handlers. What happened The detailed background to this complaint is well known to... (6 pages)View decision -
Decision Reference DRN-3928445
26 Jan 2023 Saga Services Limited UpheldInsuranceDRN-3928445 The complaint Mr and Mrs D are unhappy that Saga Insurance Services Limited provided them with misinformation, when they raised a question about their travel insurance policy. Mr and Mrs D have said that misinformation from Saga caused them to lose out financially. What happene... (4 pages)View decision
