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
-
Decision Reference DRN-3736661
20 Jan 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3736661 The complaint Mr O complained about how Advantage Insurance Company Limited (trading as Hastings Direct) handed his claim under his motor insurance policy. What happened Mr O’s car was damaged in an accident and Hastings decided it was uneconomical to repair. They offered him £... (3 pages)View decision -
Decision Reference DRN-3871311
20 Jan 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3871311 The complaint Mr M has complained about the service he has received from Great Lakes Insurance SE having made a claim under his annual travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. In summ... (2 pages)View decision -
Decision Reference DRN-3901817
20 Jan 2023 IPS Pensions Limited UpheldPensions and AnnuitiesDRN-3901817 The complaint Mrs Z complains about IPS Pensions Ltd, trading as the James Hay Partnership (JH), and the various errors they’ve made in managing her SIPP account. What happened Mrs Z’s late husband was a client of JH from the late 1990’s until he passed away in June 2020. He ha... (8 pages)View decision -
Decision Reference DRN-3918215
20 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3918215 The complaint Ms K complains that her bank Monzo Bank Ltd (“Monzo”) has refused to refund the money she has lost following her falling victim to a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In su... (3 pages)View decision -
Decision Reference DRN-3881468
20 Jan 2023 Stonerock Finance Ltd UpheldClaims ManagementDRN-3881468 The complaint Mr L complains about how Stonerock Finance Limited have handled a mis-sold Packaged Bank Account (PBA) claim for him. What happened In August 2021 Mr L said he instructed Stonerock to act for him in making a mis-sold PBA claim. He said apart from one email saying ... (3 pages)View decision -
Decision Reference DRN-3312957
20 Jan 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3312957 The complaint Mr B complains that Aviva Life & Pensions UK Limited (Aviva) didn’t properly communicate its decision to reclassify his Retirement Annuity Contract (RAC) to a “hybrid” type plan which meant it could be classed as a defined benefit (DB) arrangement when he drew... (7 pages)View decision -
Decision Reference DRN-3903068
20 Jan 2023 London and Country Mortgages Ltd UpheldMortgagesDRN-3903068 The complaint Mr S and Ms H complain that London and Country Mortgages Ltd caused their mortgage application to be delayed. What happened Mr S and Ms H’s offer to purchase a property was accepted on 28 March 2022. They contacted London and Country Mortgages Ltd to arrange a mor... (3 pages)View decision -
Decision Reference DRN-3885182
20 Jan 2023 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3885182 The complaint Mrs C complains about how Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. dealt with a claim against her travel insurance policy. Reference to Mapfre includes its agents. What happened The details of this complaint are well known to both pa... (3 pages)View decision -
Decision Reference DRN-3874834
20 Jan 2023 Inter Partner Assistance SA UpheldInsuranceDRN-3874834 The complaint Mr S is unhappy that Inter Partner Assistance SA hasn’t settled a claim he made on his travel insurance policy. What happened In October 2019 Mr S contacted IPA to make a claim on his travel insurance policy when he lost his belongings. The claim wasn’t closed. A ... (4 pages)View decision -
Decision Reference DRN-3917127
20 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3917127 The complaint Mr R complains about Barclays Bank UK Plc’s decision to block his joint account whilst he was abroad. What happened I issued my second provisional decision on this complaint on 16 December 2022. This is what I said: I’ve considered the relevant information about t... (5 pages)View decision
