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-4049136
28 Mar 2023 Suffolk Life Pensions Limited UpheldPensions and AnnuitiesDRN-4049136 The complaint Mr H is complaining about Suffolk Life Pensions Limited (Suffolk Life) who is Mr H’s SIPP (self invested personal pension) operator. The complaint concerns the provision of incorrect bank details for Suffolk Life, which resulted in rent and service charge payments... (34 pages)View decision -
Decision Reference DRN-4024491
28 Mar 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4024491 The complaint Mrs P complains that Lloyds Bank PLC (Lloyds) wouldn’t make a payment and have retained her money. What happened Mrs P received a credit into her account for £2,013 on 14 July 2022. It came from an account in her name at another bank (which I will call bank A). Sh... (3 pages)View decision -
Decision Reference DRN-4041691
28 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-4041691 The complaint Mrs D is complaining that British Gas Insurance Limited’s contractor didn’t suitably fix a blocked water pipe when she asked for assistance through her home emergency policy. What happened In October 2020, Mrs D says the tenants in a property she rented out report... (3 pages)View decision -
Decision Reference DRN-3821461
28 Mar 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3821461 The complaint Mr C is unhappy that Revolut Ltd has refused to refund the money he lost after falling victim to a scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: In March 20... (2 pages)View decision -
Decision Reference DRN-4050860
28 Mar 2023 Aviva Insurance Limited UpheldInsuranceDRN-4050860 The complaint B complains about how Aviva Insurance Limited handled its claim on its property owner’s insurance policy, following subsidence at some garages it owns. As a director of B, Mr M brings the complaint on its behalf. What happened B had a property insurance policy to ... (3 pages)View decision -
Decision Reference DRN-4050974
28 Mar 2023 U K Insurance Limited UpheldInsuranceDRN-4050974 The complaint Miss D is unhappy with U K Insurance Limited trading as Direct Line (UKI) handling and settlement of a claim made under her home insurance policy. What happened In November 2021 during a storm, damage was caused to the main roof and an outbuilding roof at Miss D’s... (6 pages)View decision -
Decision Reference DRN-4050292
28 Mar 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4050292 The complaint Mr T complains that ReAssure Limited failed to pay him his pension benefits within a reasonable period of time. What happened Mr T held pension benefits with ReAssure. In May 2022 he sent an email to ReAssure to ask that his pension benefits be paid to him as a si... (3 pages)View decision -
Decision Reference DRN-3933667
28 Mar 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3933667 The complaint Mr A has complained about his car insurer, Advantage Insurance Company Limited, in relation to a claim he made to it when his car was damaged in an accident. What happened Mr A had an accident in late November 2021. Advantage accepted his claim and felt his car wa... (4 pages)View decision -
Decision Reference DRN-4019233
28 Mar 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4019233 The complaint Mr S complains about how Advantage Insurance Company Limited handles a claim he made on his commercial vehicle insurance policy. Reference to Advantage includes its agents. What happened Mr S held a commercial vehicle insurance policy with Advantage. When his van ... (2 pages)View decision -
Decision Reference DRN-3981035
28 Mar 2023 Shelby Finance Ltd UpheldConsumer CreditDRN-3981035 The complaint Miss T complains that Shelby Finance Ltd trading as Dot Dot Loans (Shelby) gave her another loan after she had already raised a complaint about unaffordable lending. She says for her final loan, was approved without her needing to supply any documents and the fina... (5 pages)View decision