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-4036330
21 Apr 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4036330 The complaint Mr S complains about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) valuation of his car following a claim under his car insurance policy. What happened Mr S was involved in a road traffic accident and, following a claim made to Admiral, his car was declared ... (3 pages)View decision -
Decision Reference DRN-3733824
21 Apr 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3733824 The complaint Mrs B complains about the way Sainsbury’s Bank Plc dealt with a claim she made relating to the sale of a TV that she bought using her credit card. What happened Mrs B bought a TV from an online retailer C. It was described as coming with a three-year warranty. How... (3 pages)View decision -
Decision Reference DRN-4092000
21 Apr 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4092000 The complaint Mr B complains that ReAssure Limited (Reassure) caused a delay in the switching of his pension to another provider and that he wasn’t able to access his online account with it during this time, causing him a financial loss. What happened On 16 December 2021, ReAss... (3 pages)View decision -
Decision Reference DRN-3975335
21 Apr 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-3975335 The complaint Mr S complains that Scottish Widows Limited has stopped providing online access to his pension and this service has not yet been restored. What happened Mr S has a pension with Scottish Widows. On 13 August 2022, Scottish Widows removed access for pension customer... (3 pages)View decision -
Decision Reference DRN-4067115
21 Apr 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4067115 The complaint Mr T, through his representative, complains that Madison CF UK Limited, trading as 118 118 Money, lent to him irresponsibly in 2018 and 2019. What happened Using information from Madison’s records, here is a loan table. Loan Approved Amount Monthly repayments and ... (4 pages)View decision -
Decision Reference DRN-3946376
21 Apr 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3946376 The complaint Mr and Mrs K complain about Barclays Bank UK PLC’s treatment of them when they were arranging a new interest rate on their buy-to-let mortgage. They say they should have been able to apply for a new rate earlier, and they received poor service. What happened Mr an... (3 pages)View decision -
Decision Reference DRN-4072366
21 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4072366 The complaint Ms D complains that British Gas Insurance Limited (BG) increased her home emergency premium unfairly because she’d been a long-term customer. What happened Ms D had home emergency cover with BG for 13 years. In 2022, after finding cheaper policies online with othe... (6 pages)View decision -
Decision Reference DRN-4062271
21 Apr 2023 PayrNet Limited UpheldBanking and PaymentsDRN-4062271 The complaint Miss T complains PayrNet Limited, trading as Pockit, blocked and then closed her account and that it’s not returned the money held in it to her. Miss T says Pockit’s actions caused her substantive distress and inconvenience. To keep things simple, I’ll mainly refe... (3 pages)View decision -
Decision Reference DRN-4077235
21 Apr 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4077235 The complaint Mr L complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a hatchback car, first registered in late 2003. Mr L had the car insured on a comprehensi... (3 pages)View decision -
Decision Reference DRN-3952024
21 Apr 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3952024 The complaint Mr S and Mrs A are unhappy that AXA Insurance UK Plc offered a reduced settlement amount for a claim they made on their home insurance policy. As Mr S has primarily dealt with things, for simplicity I’ll refer to him only. Reference to AXA includes its agents and ... (3 pages)View decision