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 122404 results
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Decision Reference DRN-3703645
15 Sep 2022 Jigsaw Insurance Services Plc UpheldInsuranceDRN-3703645 The complaint Miss R has complained that Jigsaw Insurance Services Plc unreasonably and unfairly didn’t explain how her premium would increase for her pet policy for her cat when it took over the administration of Miss R’s lifetime policy in 2015 when the underwriters changed. ... (3 pages)View decision -
Decision Reference DRN-3704518
15 Sep 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3704518 Complaint Mr F has complained about loans Loans 2 Go Limited (“L2G”) provided to him. He says the loans were unaffordable. Background L2G provided Mr F with an initial loan for £300 in June 2019. The loan had an APR of 1,275.2% and a 78-week term. This meant that the total amou... (3 pages)View decision -
Decision Reference DRN-3290888
15 Sep 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3290888 The complaint Mr and Mrs B remain unhappy with the way Union Reiseversicherung AG (‘URV’) handled a claim made on their travel insurance policy. Any references to URV include its costs containment agents. What happened Mr and Mrs B had the benefit of a multi-trip travel insuran... (7 pages)View decision -
Decision Reference DRN-3703148
15 Sep 2022 The London Trading Company (UK) Limited UpheldPensions and AnnuitiesDRN-3703148 The complaint Ms T complains an appointed representative of The London Trading Company (UK) Limited (The London Trading Company) gave her unsuitable advice to move from one self-invested personal pension (SIPP) to another to invest in a discretionary portfolio. What happened Ms... (5 pages)View decision -
Decision Reference DRN-3539892
15 Sep 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3539892 The complaint Mr and Mrs B complain about Royal & Sun Alliance Insurance Limited (RSA)’s proposed settlement of their buildings insurance claim. All references to RSA also include its appointed agents. What happened The details of this complaint are well known to both parti... (2 pages)View decision -
Decision Reference DRN-3554276
15 Sep 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3554276 The complaint Mrs H complains that Tesco Personal Finance plc trading as Tesco Bank blocked her access to online banking . She would like it reinstated. . What happened The details of this complaint are well known to both parties so I won’t repeat them again here instead I wil... (2 pages)View decision -
Decision Reference DRN-3702641
15 Sep 2022 Oodle Financial Services Limited UpheldConsumer CreditDRN-3702641 The complaint Mr A is unhappy with how Oodle Financial Services Limited (Oodle) dealt with his request for help when his income reduced due to the Coronavirus (Covid-19) pandemic. What happened In December 2017, Mr A was supplied with a used car through a hire purchase agreemen... (6 pages)View decision -
Decision Reference DRN-3701708
15 Sep 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3701708 The complaint Mr B complains that Aviva Life & Pensions UK Limited paid a significantly lower final bonus on his with-profits pension than he expected. What happened In December 2019 Mr B was quoted a transfer value of £111,820.98 which included a final bonus of £35,738.44.... (3 pages)View decision -
Decision Reference DRN-3683405
15 Sep 2022 Acorn Insurance & Financial Services Ltd UpheldInsuranceDRN-3683405 The complaint Mr F has complained about the fees he was charged by his broker Acorn Insurance & Financial Services Ltd (Acorn) when he cancelled his motor insurance policy. What happened I issued a provisional decision on this complaint in August this year. An extract from ... (5 pages)View decision -
Decision Reference DRN-3626547
15 Sep 2022 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3626547 The complaint Mr C complains that PrePay Technologies Limited trading as Prepay Solutions won’t refund money he was tricked into sending to a fraudster. What happened Mr C received a text message which appeared to come from Monese, an agent of PrePay Technologies Limited, whic... (3 pages)View decision
