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-3924441
27 Jan 2023 Aviva Insurance Limited UpheldInsuranceDRN-3924441 The complaint A company that I will call J complains about the support provided by Aviva Insurance Limited in relation to its commercial insurance policy during the COVID-19 pandemic. What happened The following is intended only as a summary of the events in question. Additiona... (3 pages)View decision -
Decision Reference DRN-3921672
27 Jan 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3921672 The complaint M, an unincorporated business, complains that Lloyds Bank PLC sold it a bulk cash service that wasn’t appropriate for its needs and applied charges it hadn’t agreed to. What happened M has a third-party’s cash machine operating at its business. M contacted Lloyds ... (4 pages)View decision -
Decision Reference DRN-3417233
27 Jan 2023 Dobson & Hodge Limited UpheldPensions and AnnuitiesDRN-3417233 The complaint Mr S complains about the advice given by Dobson & Hodge Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension arrangement. He says the advice was unsuitable for him and be... (3 pages)View decision -
Decision Reference DRN-3890487
27 Jan 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3890487 The complaint Mrs L complains about delays and incomplete repair work arranged by Admiral Insurance (Gibraltar) Limited (Admiral) following a claim for accidental damage under her motor insurance policy. What happened Mrs L’s car was damaged when a chimney fell on it during str... (3 pages)View decision -
Decision Reference DRN-3929951
27 Jan 2023 Lowndes Halsden & Partners Limited UpheldPensions and AnnuitiesDRN-3929951 The complaint Mr P is unhappy about the advice he received from Lowndes Halsden & Partners Limited (‘LH’) to transfer benefits from his defined benefit (‘DB’) pension with British Steel (‘BSPS’) into a personal pension. What happened On advice of LH, Mr P transferred his BS... (5 pages)View decision -
Decision Reference DRN-3901447
27 Jan 2023 Valour Finance Limited UpheldConsumer CreditDRN-3901447 The complaint Mrs H, through her representative, complains that Valour Finance Limited, trading as Savvy.co.uk, lent to her irresponsibly. What happened In August 2020, Mrs H was approved for one loan repayable over 15 months. After various checks were carried out Valour offere... (4 pages)View decision -
Decision Reference DRN-3889228
27 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3889228 The complaint Mr O complains about British Gas Insurance Limited’s (BG) delay in handling his claim under his home emergency policy. What happened Mr O had a leak on his drive and contacted BG to make a claim. On the same day that he reported the leak, BG sent an engineer. The ... (3 pages)View decision -
Decision Reference DRN-3916154
27 Jan 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3916154 The complaint Mr and Mrs S are unhappy with the way AXA Insurance UK Plc dealt with a subsidence claim they made under their home insurance policy. Mr S has primarily dealt with the claim and complaint. So for simplicity, I’ll refer to him only. Reference to AXA includes its ag... (5 pages)View decision -
Decision Reference DRN-3930117
27 Jan 2023 Madison CF UK Limited UpheldConsumer CreditDRN-3930117 The complaint Miss J has said Madison CF UK Limited, trading as 118 118 Money (Madison), lent to her irresponsibly. Miss J said she was accepted for a credit card, and a loan, when Madison should have known these weren’t affordable for her. What happened In September 2019 Madis... (6 pages)View decision -
Decision Reference DRN-3896825
27 Jan 2023 Madison CF UK Limited UpheldConsumer CreditDRN-3896825 The complaint Mr H says Madison CF UK Limited, trading as 118 118 Money, has provided unacceptable service on both his credit card and loan accounts. What happened Mr H is unhappy with a number of aspects of the service he has received from 118 118 Money. His complaint points a... (3 pages)View decision