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 119592 results
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Decision Reference DRN-3064623
17 Feb 2022 Bastion Insurance Co. Ltd UpheldInsuranceDRN-3064623 The complaint Mr A is unhappy with how Bastion Insurance Company Limited handled a claim he made under his motor breakdown insurance. Bastion are the insurer for Mr A’s policy and while their agents have handled the claim on Bastion’s behalf, for ease, I have referred only to ... (5 pages)View decision -
Decision Reference DRN-3320158
17 Feb 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3320158 The complaint D complains that PayPal (Europe) Sarl et Cie SCA did not refund their money after a customer refused to pay local custom charges on the items they ordered. What happened D received an order from a customer which was processed using PayPal for £254. Their courier a... (4 pages)View decision -
Decision Reference DRN-3320040
17 Feb 2022 AWP P&C SA UpheldInsuranceDRN-3320040 The complaint Mr D complains about AWP P&C SA’s handling of his claim about a leaking pipe under his home emergency policy. What happened In February 2021 Mr D noticed water dripping through his living room ceiling. He found this was caused by a leaking isolation valve in t... (4 pages)View decision -
Decision Reference DRN-3319537
17 Feb 2022 The Co-operative Bank Plc UpheldMortgagesDRN-3319537 The complaint Mr and Mrs N complain that The Co-operative Bank Plc was unfair to withdraw their overpayment fund when they asked to port their mortgage. What happened Mr and Mrs N had a mortgage with the Co-op. This had a feature (referred to as an overpayment fund) which allow... (2 pages)View decision -
Decision Reference DRN-3293659
17 Feb 2022 Sky UK Limited UpheldConsumer CreditDRN-3293659 The complaint Mr H complains that Sky UK Limited are pursuing him for a debt related to a credit agreement on an iPad, which he has returned. What happened Mr H ordered an iPad from Sky on 4 th September 2021 and entered into a Consumer Credit agreement to make monthly instalme... (3 pages)View decision -
Decision Reference DRN-3317793
17 Feb 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3317793 The complaint Mr T complains about the advice and level of assistance provided to him by Union Reiseversicherung AG (‘URV’) under his travel insurance policy when he experienced a medical emergency abroad. All references to URV include the agents it has appointed to handle clai... (4 pages)View decision -
Decision Reference DRN-3282980
17 Feb 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3282980 The complaint Mr M has complained about the total loss settlement Admiral Insurance Company Limited paid when he made a claim under his car insurance policy. What happened Mr M’s car was stolen and he made a claim to his insurer, Admiral. Admiral settled Mr M’s claim by paying ... (2 pages)View decision -
Decision Reference DRN-3291375
17 Feb 2022 Doug Wade Insurance Consultant UpheldPensions and AnnuitiesDRN-3291375 The complaint Mr R says Doug Wade Insurance Consultant (DW) mis-sold him a Free Standing Additional Voluntary Contribution (FSAVC) pension plan. Mr R is represented by Rightside Financial Services Ltd (RFS) What happened DW provided Mr R with advice around 1994. At the time he ... (8 pages)View decision -
Decision Reference DRN-3319747
17 Feb 2022 Bradford & Bingley Plc UpheldInsuranceDRN-3319747 The complaint This complaint is about a loan payment protection insurance (PPI) policy taken out in 1988. Mr and Mrs R say Bradford & Bingley Plc (“Bradford & Bingley”) mis-sold them PPI. What happened The background and circumstances leading up to this complaint, which... (3 pages)View decision -
Decision Reference DRN-3291414
16 Feb 2022 Homeserve Membership Limited UpheldInsuranceDRN-3291414 The complaint Mr S complains that Homeserve Membership Limited trading as Homeserve haven’t given him a 25% discount on his policy that he was entitled to. What happened Mr S took out an energy plan with an energy provider in August 2020. On inception of the energy plan he rec... (2 pages)View decision
