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-3825652
18 Jan 2023 esure Insurance Limited UpheldInsuranceDRN-3825652 The complaint Miss E has complained about the service provided by esure Insurance Limited (‘Esure’) in dealing with a claim for waste-water damage under her home insurance policy. For the avoidance of doubt, ‘Esure’ includes its loss adjusters in this decision letter. What happ... (4 pages)View decision -
Decision Reference DRN-3909918
18 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3909918 The complaint Mr B complains that Barclays Bank UK PLC trading as Barclaycard defaulted his two accounts despite agreeing payment plans. What happened I issued my provisional decision on this complaint on 4 January. This is what I said: Based on what I’ve seen so far, I intend ... (4 pages)View decision -
Decision Reference DRN-3867593
18 Jan 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-3867593 The complaint Mrs S complains about how Domestic & General Insurance Plc dealt with and settled a claim she made under her appliance insurance for a replacement cooker. What happened Mrs S held an appliance insurance policy with Domestic & General Services Limited (DG).... (5 pages)View decision -
Decision Reference DRN-3629034
18 Jan 2023 Niche Independent Financial Advisers Limited UpheldPensions and AnnuitiesDRN-3629034 The complaint Mr P complains about the suitability of the advice provided by Niche Independent Financial Advisers Limited (“Niche”) in November 2017 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”)... (15 pages)View decision -
Decision Reference DRN-3713776
18 Jan 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3713776 The complaint Miss S complains that Nationwide Building Society didn’t do enough to assist her in recovering money she paid using her credit card for flights that she was unable to take due to the Covid-19 pandemic. What happened Miss S and her partner used a third party bookin... (3 pages)View decision -
Decision Reference DRN-3858978
18 Jan 2023 Hood Financial Planning Limited UpheldPensions and AnnuitiesDRN-3858978 The complaint Mr M complains about the advice he received from Hood Financial Planning Limited (Hood) to transfer two existing paid-up pension plans to a new personal pension plan, to make a lump sum contribution, and set up a regular monthly contribution. Mr M complains that h... (18 pages)View decision -
Decision Reference DRN-3887840
18 Jan 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-3887840 The complaint Mr J has complained that Domestic & General Insurance Plc (‘D&G’) declined cover under his home appliance insurance policy. What happened Mr J registered his kitchen appliances to include a cooker hood with D&G in October 2021. He understood that they ... (4 pages)View decision -
Decision Reference DRN-3758736
18 Jan 2023 ReAssure Limited UpheldInvestmentsDRN-3758736 The complaint Mr and Mrs H have complained that ReAssure Limited repeatedly told them they both had critical illness cover. But, when Mr H tried to make a claim, ReAssure told him only Mrs H had that cover. What happened In 1997, Mr and Mrs H took out a mortgage with a busines... (3 pages)View decision -
Decision Reference DRN-3883737
18 Jan 2023 Haven Insurance Company Limited UpheldInsuranceDRN-3883737 The complaint Mr G complains about the way Haven Insurance Company Limited has settled a claim under his motor insurance policy. What happened In July 2022, Mr G made a claim under his motor insurance policy for a replacement windscreen. He was put in touch with a third-party r... (2 pages)View decision -
Decision Reference DRN-3907310
18 Jan 2023 QIC Europe Ltd UpheldInsuranceDRN-3907310 The complaint Mr D complains about the way QIC Europe Ltd handled a claim he made under his home insurance policy following a fire that damaged his home. Reference to QIC includes agents acting on its behalf. What happened I issued a provisional decision on this matter last mon... (5 pages)View decision