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 123872 results
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Decision Reference DRN-3675984
12 Oct 2022 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-3675984 The complaint Mr C has complained that Capquest Debt Recovery Limited chased him for a debt while he’d been keeping up with a payment arrangement. What happened This complaint surrounds a defaulted credit card account. In 2020, Mr C reached an agreement with the debt’s owner to... (2 pages)View decision -
Decision Reference DRN-3748976
12 Oct 2022 Skipton Building Society UpheldMortgagesDRN-3748976 The complaint Mr D and Mr R complain Skipton Building Society said the Early Repayment Charge (“ERC”) on their mortgage would take account of a 10% overpayment allowance on the mortgage, when they ported the mortgage and reduced their borrowing. But it didn’t reduce their ERC. ... (4 pages)View decision -
Decision Reference DRN-3749878
12 Oct 2022 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-3749878 The complaint Mr F complains about the way CIGNA Life Insurance Company of Europe SA-NV administered his personal private medical insurance policy. What happened The background to this complaint is well-known to both parties, so I’m not setting it out in detail here. Instead, I... (4 pages)View decision -
Decision Reference DRN-3750490
12 Oct 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3750490 The complaint Ms H complained about her car insurer, Royal & Sun Alliance Insurance Limited (RSA). She said it didn’t make reasonable adjustments for her on account of her disability and had promised to change solicitors for her (in respect of a claim) but didn’t do so. Wha... (2 pages)View decision -
Decision Reference DRN-3750365
12 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3750365 The complaint I, a charity, has complained about their property insurer Aviva Insurance Limited because it declined their claim made when a ceiling in their building came down. What happened I discovered damage at their property on 13 December 2021. They made a claim to Aviva o... (2 pages)View decision -
Decision Reference DRN-3692655
12 Oct 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3692655 The complaint Miss E complains PayPal (Europe) Sarl et Cie SCA have acted unfairly. She says they’ve reversed a transaction following a chargeback request which has caused her financial difficulties. What happened In early April 2022, Miss E said she’d received a £1,000 into he... (2 pages)View decision -
Decision Reference DRN-3747266
12 Oct 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3747266 The complaint Mr and Mrs P complain that Admiral Insurance (Gibraltar) Limited (Admiral), who provided them with home emergency cover under their home insurance policy, unfairly charged them a call out fee of £97.20. They’re also unhappy with the service they received during t... (3 pages)View decision -
Decision Reference DRN-3745958
12 Oct 2022 Calpe Insurance Company Limited UpheldInsuranceDRN-3745958 The complaint Mr W complains that Calpe Insurance Company Limited mishandled his claim on a motor insurance policy. Where I refer to statements by Mr W, I include statements by his mother on his behalf. Where I refer to Calpe, I refer to the above-named insurance company and I ... (4 pages)View decision -
Decision Reference DRN-3744230
12 Oct 2022 QIC Europe Ltd UpheldInsuranceDRN-3744230 The complaint Mr W has complained about QIC Europe Ltd. He isn’t happy about the way it dealt with a claim under his motor insurance policy. A number of other companies have been involved in this complaint, but as QIC are responsible for it I’ve primarily referred to them in th... (4 pages)View decision -
Decision Reference DRN-3706053
12 Oct 2022 Killik & Co LLP UpheldPensions and AnnuitiesDRN-3706053 The complaint Mr F complains about the investment performance of his self invested personal pension (SIPP). He says Killik & Co LLP (Killik) has failed to keep the commitment it made to outperform another SIPP he held with another advisory firm which took over the investmen... (9 pages)View decision
