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 122624 results
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Decision Reference DRN-3735521
14 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3735521 The complaint Mr and Mrs D are unhappy with how Aviva Insurance Limited handled some queries they made about their travel insurance policy. Mr and Mrs D said Aviva’s responses showed the policy provided to them included unfair terms. Mr and Mrs D said they also raised further q... (7 pages)View decision -
Decision Reference DRN-3754000
14 Oct 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3754000 The complaint A company, which I’ll refer to as R, complains about the way National Westminster Bank Plc closed one of its bank accounts. Miss O brings the complaint on R’s behalf. What happened Miss O told us: Up until March 2020, R received regular statements for the bank ac... (3 pages)View decision -
Decision Reference DRN-3749059
14 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3749059 The complaint Mr G complains about his insurer, Aviva Insurance Limited (Aviva). His complaint relates to Aviva only offering to pay for 50% of his claim for the cost of replacing conservatory blinds. Reference to Aviva includes their agents who administer the policy and assess... (4 pages)View decision -
Decision Reference DRN-3748966
14 Oct 2022 The Right Mortgage Limited UpheldMortgagesDRN-3748966 The complaint Mr C and Miss N complain that they were misadvised by their mortgage broker, an appointed representative of The Right Mortgage Limited (“TRM”). He said a survey was free with their mortgage, but it wasn’t, they didn’t get one, and the property had expensive faults... (6 pages)View decision -
Decision Reference DRN-3306836
14 Oct 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3306836 The complaint Mr P had a hire agreement with Mitsubishi HC Capital UK Plc (MHCC), formerly known as Hitachi Capital UK Plc. He has complained about the way it dealt with the retention of a cherished number plate. Mr P’s wife has also been involved in the complaint but, to keep ... (5 pages)View decision -
Decision Reference DRN-3703501
14 Oct 2022 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3703501 The complaint Miss Y complains about an electronic bike she purchased using credit provided by Klarna Bank AB (publ) ‘Klarna’. What happened Miss Y purchased the bike for £1,271 using a fixed sum loan agreement from Klarna in October 2020. However, she is unhappy with the quali... (10 pages)View decision -
Decision Reference DRN-3719487
14 Oct 2022 Prism Financial Advice Limited UpheldPensions and AnnuitiesDRN-3719487 The complaint Mr S complains about the advice given to him by Prism Financial Advice Limited (‘Prism’) to transfer the benefits from a defined benefit (‘DB’) occupational pension scheme, an accompanying additional voluntary contribution (‘AVC’) policy and a self-invested person... (16 pages)View decision -
Decision Reference DRN-3721779
14 Oct 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3721779 The complaint Mrs T, who was a sole trader, is unhappy with the service she received from National Westminster Bank Plc (“NatWest”) surrounding an application she made for a business account. What happened Mrs T applied for a business account with NatWest in September 2020. Mrs... (7 pages)View decision -
Decision Reference DRN-3716058
14 Oct 2022 U K Insurance Limited UpheldInsuranceDRN-3716058 The complaint Mr S, and Mrs S who acts as his representative, complain UKI Insurance Limited trading as Churchill Insurance (UKI) caused unnecessary delays when Mr S made a claim on his motor insurance policy. References to Mr S or Mrs S, will include the other. There are sever... (3 pages)View decision -
Decision Reference DRN-3696576
14 Oct 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3696576 The complaint Mrs T complains J D Williams & Company Limited (‘JDW’) irresponsibly approved her for multiple accounts. What happened Mrs T has taken out multiple accounts with JDW. Mrs T says these accounts were all irresponsibly approved; and had JDW completed proper check... (6 pages)View decision
