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 120469 results
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Decision Reference DRN-3568183
8 Jul 2022 First With Mortgages Limited UpheldPensions and AnnuitiesDRN-3568183 The complaint Mr A complains that First With Mortgages Limited (FWML) failed to advise him to take out protection against lifetime allowance (LTA) charges in connection with his pension arrangements. What happened In brief, FWML has been advising Mr A in connection with his pen... (16 pages)View decision -
Decision Reference DRN-3565763
8 Jul 2022 Aviva Insurance Limited UpheldInsuranceDRN-3565763 The complaint Mr and Mrs C complain about how Aviva Insurance Limited dealt with a claim against their travel insurance policy. Reference to Aviva includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here ... (4 pages)View decision -
Decision Reference DRN-3576024
8 Jul 2022 Gladstone Brookes Limited UpheldClaims ManagementDRN-3576024 The complaint Mr C complains Gladstone Brookes Limited (GB) failed to pursue a payment protection insurance (PPI) claim which meant he’s lost the opportunity to have his claim investigated What happened In August 2019, Mr C instructed GB to pursue a mis-sold PPI claim with one ... (3 pages)View decision -
Decision Reference DRN-3564755
8 Jul 2022 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3564755 The complaint Miss O, who is represented by a third party, complains that Vanquis Bank Limited (“Vanquis”) irresponsibly granted her a credit card she couldn’t afford to repay. What happened In September 2018 Miss O entered into an agreement with Vanquis to have access to credi... (3 pages)View decision -
Decision Reference DRN-3459482
8 Jul 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3459482 The complaint Mr G has complained that National Savings & Investments (NS&I) delayed payment to him of the proceeds of a fixed interest savings certificate – which meant he lost out on the money he would have made from the investment he was planning. What happened In ea... (3 pages)View decision -
Decision Reference DRN-3585674
8 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3585674 The complaint Mrs G complains that HSBC UK Bank Plc are trying to force her to use technology she does not wish to use in order to verify that her online transactions are genuine. What happened HSBC informed Mrs G that new payment regulations had been introduced to keep custome... (3 pages)View decision -
Decision Reference DRN-3467953
8 Jul 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3467953 The complaint Mr T complains that Moneybarn No. 1 Limited (“Moneybarn”) provided contradictory information regarding the termination of a finance agreement he had with them. What happened Mr T has been represented at times during this complaint but for ease, and because Mr T is... (2 pages)View decision -
Decision Reference DRN-3556256
8 Jul 2022 esure Insurance Limited UpheldInsuranceDRN-3556256 The complaint Mr K complains that esure Insurance Limited mishandled his claim on his motor insurance policy. Where I refer to esure, I refer to the insurance company of that name and I include claims- handlers and others insofar as I hold esure responsible for their acts or om... (3 pages)View decision -
Decision Reference DRN-3520629
8 Jul 2022 Nelson Insurance Company Ltd UpheldInsuranceDRN-3520629 The complaint Mr R complains that Nelson Insurance Company Limited declined a claim he made on his commercial vehicle insurance policy after his car was stolen. Reference to Nelson includes its agents. What happened Mr R holds a commercial vehicle insurance policy for his taxi ... (2 pages)View decision -
Decision Reference DRN-3579426
8 Jul 2022 U K Insurance Limited UpheldInsuranceDRN-3579426 The complaint Mr W complains about how UK Insurance Limited (UKI) handled a claim under his home insurance policy. When I mention UKI, I also mean its suppliers. What happened Mr W has a home insurance policy with UKI. In early January 2022 his boiler stopped working and he mad... (3 pages)View decision
