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 128535 results
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Decision Reference DRN-4042336
28 Apr 2023 Personal Touch Financial Services Ltd UpheldPensions and AnnuitiesDRN-4042336 The complaint Mrs B complained that she was given unsuitable advice to transfer her defined benefit (DB) Occupational Pension Scheme (OPS), to a type of personal pension arrangement. Although trading at the time under another name, Personal Touch Financial Services Limited is n... (10 pages)View decision -
Decision Reference DRN-4103925
28 Apr 2023 U K Insurance Limited UpheldInsuranceDRN-4103925 The complaint Mrs B complains that U K Insurance Limited trading as Direct Line declined her claim for treatment of her dog’s skin condition, as they said the condition was pre-existing. She’d like them to pay the claim and confirm ongoing cover for skin conditions. What happen... (6 pages)View decision -
Decision Reference DRN-4100847
28 Apr 2023 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4100847 The complaint Miss S’ complaint is about delays by The Royal London Mutual Insurance Society Limited in transferring her pension to it from another pension provider. What happened I issued my provisional decision on this complaint on 12 April 2023. The background and circumstan... (5 pages)View decision -
Decision Reference DRN-4068359
28 Apr 2023 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4068359 The complaint Mr C complains that The Royal London Mutual Insurance Society Limited has not added enough interest to a refund payment it made to him. What happened Mr C had a pension policy with Scottish Life. Royal London is now responsible for the administration of this polic... (5 pages)View decision -
Decision Reference DRN-4104707
28 Apr 2023 HDI Global Specialty SE UpheldInsuranceDRN-4104707 The complaint Mr T is unhappy with the settlement amount HDI Global Speciality SE (HDI) has offered for his bathroom, after he needed to make a claim under his home insurance policy. HDI appointed various representatives on its behalf. HDI accepts responsibility for these. Any ... (4 pages)View decision -
Decision Reference DRN-4046103
28 Apr 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4046103 The complaint Mr D and Miss S complain about how Fairmead Insurance Limited (Fairmead) handled a claim under their home insurance policy for water damage to their property. References to Fairmead include their agents who handle claims. What happened In November 2021 there was a... (4 pages)View decision -
Decision Reference DRN-4026181
28 Apr 2023 Acasta European Insurance Company Limited UpheldInsuranceDRN-4026181 The complaint Mr and Mrs R complain that Acasta European Insurance Company Limited unfairly declined a claim they made under their furniture insurance policy. Acasta is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agent. As... (3 pages)View decision -
Decision Reference DRN-4104428
28 Apr 2023 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4104428 The complaint Mr F complains Brent Shrine Credit Union Limited, trading as My Community Bank (“MCB”), did not treat him fairly after he applied for additional borrowing. What happened I issued a provisional decision in this matter because I thought MCB needed to take action to ... (4 pages)View decision -
Decision Reference DRN-4098903
28 Apr 2023 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4098903 The complaint Mr J complains that Moneybarn No. 1 Limited irresponsibly granted him finance (under a conditional sale agreement) he couldn’t afford to repay. Mr J is represented in this complaint by a third party. But for ease I will simply refer to Mr J in this decision rather... (3 pages)View decision -
Decision Reference DRN-4035463
28 Apr 2023 Aviva Equity Release UK Limited UpheldMortgagesDRN-4035463 The complaint Mr B complains that when he makes payments to Aviva Equity Release UK Limited it will not allow him to decide which of his loans the payment is applied to. What happened Mr B has an equity release mortgage with Aviva, made up of three parts: 2015, £29,000 at an i... (4 pages)View decision