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 128312 results
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Decision Reference DRN-3896326
15 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3896326 The complaint Mr G is unhappy that Barclays Bank UK PLC charged two monthly payments for a travel pack he’d previously cancelled. What happened Mr G had a travel pack on his Barclays account for which he paid a subscription of £18 per month. Mr G cancelled the travel pack, but ... (2 pages)View decision -
Decision Reference DRN-3950776
15 Feb 2023 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-3950776 The complaint Mr B is unhappy Aviva Life & Pensions UK Limited (Aviva) declined a claim on an income protection policy. What happened Mr B was a partner in a Law firm and had an income protection policy through his partnership. The policy was underwritten by Aviva. He has a... (6 pages)View decision -
Decision Reference DRN-3964338
15 Feb 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3964338 The complaint Mr and Mrs U are unhappy with how Great Lakes Insurance SE (Great Lakes) has handled their travel insurance claim. They’re unhappy with the delays and service they’ve received. Any reference to Great Lakes includes all its agents. What happened Mr and Mrs U took o... (2 pages)View decision -
Decision Reference DRN-3842749
15 Feb 2023 Zurich Insurance PLC UpheldInsuranceDRN-3842749 The complaint Mr and Mrs S complain that Zurich Insurance PLC avoided his home insurance policy following a claim for fire damage. Mr and Mrs S have been represented by a third party at points throughout the claim, however for ease of reading all references to Mr and Mrs S incl... (3 pages)View decision -
Decision Reference DRN-3952050
15 Feb 2023 Everyday Lending Limited UpheldConsumer CreditDRN-3952050 The complaint Mr H complains that Everyday Lending Limited trading as Everyday Loans lent him an unaffordable loan. What happened Everyday Loans lent Mr H one loan in July 2019, the loan was for £2,100 to be repaid in 24 monthly instalments of £197. Mr H has fully repaid the lo... (2 pages)View decision -
Decision Reference DRN-3828652
15 Feb 2023 Elevate Portfolio Services Limited UpheldInvestmentsDRN-3828652 The complaint Mr S complains that Elevate Portfolio Services Limited, trading as AXA Self Investor (“Elevate”) caused delays in the transfer of his ISA to another provider. He says when he called Elevate it had no record of a transfer, even though it had been requested. He said... (3 pages)View decision -
Decision Reference DRN-3964809
15 Feb 2023 Society of Lloyd's UpheldInsuranceDRN-3964809 The complaint Mr and Mrs X have complained about the settlement offered by Society of Lloyd’s in settlement of their business interruption insurance claim. What happened Mr and Mrs X run a guesthouse. They made a claim to Lloyd’s in March 2020 after the business was affected by... (5 pages)View decision -
Decision Reference DRN-3922964
15 Feb 2023 A Shade Greener (Boilers) Llp UpheldConsumer CreditDRN-3922964 The complaint Mr and Mrs L complain about the quality of services they purchased using credit provided by A Shade Greener (Boilers) LLP trading as Everlasting Boilers (“ASG”). What happened In May 2014 Mr and Mrs L entered into a finance agreement with ASG under which it agreed... (5 pages)View decision -
Decision Reference DRN-3579159
15 Feb 2023 WPS ADVISORY Ltd UpheldPensions and AnnuitiesDRN-3579159 The complaint Miss B complains that her advisers, WPS ADVISORY Ltd (WPS), made errors and caused delays in the transfer of her defined-benefit (DB) occupational pension scheme to a personal pension (PP). What happened As the events are well known to both parties, I’ll only set ... (4 pages)View decision -
Decision Reference DRN-3739378
15 Feb 2023 Quilter Financial Limited UpheldPensions and AnnuitiesDRN-3739378 The complaint Mrs W is unhappy she’s been charged £2,658.38 for advice from an adviser with Alexander House Financial Planning Limited (Alexander House) when she didn’t accept the recommendations. Alexander House is an appointed representative of Quilter Financial Limited (Quil... (5 pages)View decision