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 123440 results
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Decision Reference DRN-3704793
15 Sep 2022 Amtrust Europe Limited UpheldInsuranceDRN-3704793 The complaint Mrs L complains about Amtrust Europe Limited’s handling of a claim she made under her central heating breakdown policy. Any reference to Amtrust includes its agents, claim handlers, and contractors. Background I issued my provisional decision on this complaint on ... (4 pages)View decision -
Decision Reference DRN-3703620
15 Sep 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3703620 The complaint Mr and Mrs G complain that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim they made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say was misrepresented to them by the supplier. Mr and Mrs G is r... (6 pages)View decision -
Decision Reference DRN-3697988
15 Sep 2022 Bank of Scotland Plc UpheldMortgagesDRN-3697988 The complaint Mr and Mrs K complain about their mortgage with Bank of Scotland plc. They say it’s kept them on the standard variable rate (SVR), leading to them having to pay too much interest. What happened Mr and Mrs K have a mortgage with BoS, taken out on a self-certificati... (8 pages)View decision -
Decision Reference DRN-3014431
15 Sep 2022 Highway Insurance Company Limited UpheldInsuranceDRN-3014431 The complaint Miss L complains Highway Insurance Company Limited unfairly increased the premium for her telematics motor insurance policy. Miss L’s had a representative providing information for this complaint. For simplicity I’ve referred to their actions and words as being Mi... (5 pages)View decision -
Decision Reference DRN-3334595
15 Sep 2022 Nationwide Building Society UpheldInvestmentsDRN-3334595 The complaint Mr C complains on behalf of himself and the estate of the late Mrs C that Nationwide Building Society wrongly advised them to invest £5,000 into a Guaranteed Equity Bond (GEB) in 1997. Mr C and the estate of Mrs C are represented by a claims management company (‘C... (5 pages)View decision -
Decision Reference DRN-3691755
15 Sep 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3691755 The complaint Mr A complains that AXA Insurance UK Plc mishandled his claim on a motor insurance policy. Where I refer to AXA, I refer to the above-named insurance company and I include claims- handlers, engineers and others insofar as I hold AXA responsible for their acts or o... (4 pages)View decision -
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
