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-3284735
12 Oct 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3284735 The complaint Mr B complains that ReAssure Limited (ReAssure) failed to provide him with log on credentials for the online portal for his pension plan despite repeated requests. He wants access to the portal and compensation for the inconvenience. What happened Mr B lives abroa... (3 pages)View decision -
Decision Reference DRN-3594685
12 Oct 2022 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-3594685 The complaint Mr R’s complaint is about the acceptance of a self-invested personal pension (“SIPP”) application by Westerby Trustee Services Limited (“Westerby”). He is concerned about the due diligence that Westerby carried out on the overseas financial advisor which had given... (34 pages)View decision -
Decision Reference DRN-3675984
12 Oct 2022 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-3675984 The complaint Mr C has complained that Capquest Debt Recovery Limited chased him for a debt while he’d been keeping up with a payment arrangement. What happened This complaint surrounds a defaulted credit card account. In 2020, Mr C reached an agreement with the debt’s owner to... (2 pages)View decision -
Decision Reference DRN-3748976
12 Oct 2022 Skipton Building Society UpheldMortgagesDRN-3748976 The complaint Mr D and Mr R complain Skipton Building Society said the Early Repayment Charge (“ERC”) on their mortgage would take account of a 10% overpayment allowance on the mortgage, when they ported the mortgage and reduced their borrowing. But it didn’t reduce their ERC. ... (4 pages)View decision -
Decision Reference DRN-3749878
12 Oct 2022 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-3749878 The complaint Mr F complains about the way CIGNA Life Insurance Company of Europe SA-NV administered his personal private medical insurance policy. What happened The background to this complaint is well-known to both parties, so I’m not setting it out in detail here. Instead, I... (4 pages)View decision -
Decision Reference DRN-3750490
12 Oct 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3750490 The complaint Ms H complained about her car insurer, Royal & Sun Alliance Insurance Limited (RSA). She said it didn’t make reasonable adjustments for her on account of her disability and had promised to change solicitors for her (in respect of a claim) but didn’t do so. Wha... (2 pages)View decision -
Decision Reference DRN-3750365
12 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3750365 The complaint I, a charity, has complained about their property insurer Aviva Insurance Limited because it declined their claim made when a ceiling in their building came down. What happened I discovered damage at their property on 13 December 2021. They made a claim to Aviva o... (2 pages)View decision -
Decision Reference DRN-3692655
12 Oct 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3692655 The complaint Miss E complains PayPal (Europe) Sarl et Cie SCA have acted unfairly. She says they’ve reversed a transaction following a chargeback request which has caused her financial difficulties. What happened In early April 2022, Miss E said she’d received a £1,000 into he... (2 pages)View decision -
Decision Reference DRN-3747266
12 Oct 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3747266 The complaint Mr and Mrs P complain that Admiral Insurance (Gibraltar) Limited (Admiral), who provided them with home emergency cover under their home insurance policy, unfairly charged them a call out fee of £97.20. They’re also unhappy with the service they received during t... (3 pages)View decision -
Decision Reference DRN-3745958
12 Oct 2022 Calpe Insurance Company Limited UpheldInsuranceDRN-3745958 The complaint Mr W complains that Calpe Insurance Company Limited mishandled his claim on a motor insurance policy. Where I refer to statements by Mr W, I include statements by his mother on his behalf. Where I refer to Calpe, I refer to the above-named insurance company and I ... (4 pages)View decision
