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
-
Decision Reference DRN-4079222
18 Apr 2023 QIC Europe Ltd UpheldInsuranceDRN-4079222 The complaint Mr C complained that his property was damaged through poor workmanship by QIC Europe Ltd (“QIC”) under his home emergency policy. QIC also provided Mr C with home insurance. What happened Mr C’s upstairs toilet was blocked, so Mr C made a claim under his home emer... (3 pages)View decision -
Decision Reference DRN-4084855
18 Apr 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4084855 The complaint Mr L says Aviva Life & Pensions UK Limited (Aviva) was responsible for a delay in switching his pension to Canada Life and that this caused the transfer value to fall by around £4,000. What happened Timeline of events My starting point is to establish a timeli... (6 pages)View decision -
Decision Reference DRN-3783788
18 Apr 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3783788 The complaint Mr N has complained that Casualty & General Insurance Company (Europe) Limited (C&G) has rejected his claim for treatment for his dog on the ground that her medical condition was pre-existing at the start of his policy. What happened Mr N acquired his pet... (3 pages)View decision -
Decision Reference DRN-4066542
18 Apr 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4066542 The complaint Mr N complains about delays in transferring his pension from ReAssure Limited (ReAssure) to a new provider. Mr N says he suffered financial loss in consequence of the delays. What happened I don’t think what happened is disputed. Mr N wanted to transfer his pensio... (5 pages)View decision -
Decision Reference DRN-4003502
18 Apr 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4003502 The complaint Mr B complains that Bank of Scotland plc trading as Halifax wrongly added information about him to CIFAS, the national fraud database. What happened Mr B says he opened an account with Halifax. He was then told it would be closed but that Halifax hadn’t added any ... (2 pages)View decision -
Decision Reference DRN-4084689
18 Apr 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4084689 The complaint Mr G is unhappy with the service he received from Metro Bank PLC surrounding a reimbursement to his account. What happened On 9 July 2022, Mr G attempted to withdraw £10 from an ATM at Metro. Unfortunately, while Mr G’s Metro account was debited £10, the ATM didn’... (2 pages)View decision -
Decision Reference DRN-4083869
18 Apr 2023 Rock Insurance Services Limited UpheldInsuranceDRN-4083869 The complaint Mrs V and Mr M complain about errors made by Rock Insurance Services Limited when they bought a travel insurance policy. They also complain about Rock’s delays in resolving the errors. Mrs V has brought this complaint on behalf of her and Mr M. All references to M... (2 pages)View decision -
Decision Reference DRN-4077534
18 Apr 2023 Phoenix Life Limited UpheldInvestmentsDRN-4077534 The complaint Mr D complains that he hasn’t received the maturity value he expected from a HealthMaster Plan he took out in 1986. Responsibility for the plan now sits with Phoenix Life Limited. To keep things simple I’ll use “Phoenix” in this decision to mean them and their pre... (3 pages)View decision -
Decision Reference DRN-4084482
18 Apr 2023 Equifax Limited UpheldConsumer CreditDRN-4084482 The complaint Mr N has complained about his credit score with Equifax Limited. What happened Someone else’s utility bill was added to Mr N’s Equifax credit file due to a system error. Mr N complained and Equifax removed it, disassociating him from the other person. They apologi... (4 pages)View decision -
Decision Reference DRN-4084389
18 Apr 2023 Marsh Finance Ltd UpheldConsumer CreditDRN-4084389 The complaint Mr H complains Marsh Finance Ltd (“Marsh Finance”) have made incorrect entries on his credit file. What happened Mr H took out a hire purchase agreement with Marsh Finance in August 2012 to acquire a used car. Mr H said the agreement was voluntarily terminated in ... (4 pages)View decision