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 125400 results
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Decision Reference DRN-5047152
15 Nov 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5047152 The complaint Ms D is unhappy with the service she received from Phoenix Life Limited (Phoenix Life) when trying to access benefits from her pension. What happened Ms D had a personal pension scheme (PPS) with Phoenix Life. The original application form shows that Ms D sele... (7 pages)View decision -
Decision Reference DRN-5056328
15 Nov 2024 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. UpheldInsuranceDRN-5056328 The complaint Miss E complains that Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. has declined a claim under her mobile phone insurance policy. Where I refer to Telefonica, this includes the actions of its agents and claims handlers for which it takes responsi... (3 pages)View decision -
Decision Reference DRN-5052332
15 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5052332 The complaint Miss M says Lloyds Bank PLC irresponsibly lent to her. Her complaint has been brought through a representative but for ease I will refer solely to Miss M in this decision. What happened Miss M applied for £3,000 of overdraft facility across two current accounts... (3 pages)View decision -
Decision Reference DRN-5079586
15 Nov 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5079586 The complaint Mr C is unhappy that Inter Partner Assistance SA has declined to cover a claim he made on his travel insurance policy and with the service he received. What happened Mr C was on holiday with a relative, who I’ll refer to as Mr D, when he was involved in a road ... (5 pages)View decision -
Decision Reference DRN-5143498
15 Nov 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5143498 The complaint and what happened Ms H and Mr S have complained about Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance’s (“Mitsubishi’s”) response to a claim they made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to alle... (7 pages)View decision -
Decision Reference DRN-5104489
15 Nov 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5104489 The complaint Miss B complains that Creation Consumer Finance Ltd changed the address on her account to that of another customer with the same name and subsequently failed to inform the credit reference agencies to remove the incorrect address from her file. What happened Mi... (2 pages)View decision -
Decision Reference DRN-5141990
15 Nov 2024 Great Lakes Insurance SE UpheldInsuranceDRN-5141990 The complaint Mr W is unhappy that Great Lakes Insurance SE hasn’t paid, in full, a claim made on a travel insurance policy (‘the policy’) (including declining a claim for curtailment). He’s also unhappy with the assistance he received whilst abroad and that his claim for cu... (7 pages)View decision -
Decision Reference DRN-5067629
15 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5067629 The complaint Mrs M complains UK Insurance Limited (UKI) wasn’t clear to her about her options when she made a claim on her motor insurance policy and about delays when her car was taken in for repair. UKI are the underwriters of this policy i.e. the insurer. Part of this ... (3 pages)View decision -
Decision Reference DRN-5140285
15 Nov 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5140285 The complaint Ms T has complained about the way Red Sands Insurance Company (Europe) Limited handled a complaint she made on a travel insurance policy. What happened Ms T was due to go on a trip abroad in May 2023. However, her father unfortunately died in April 2023, with ... (2 pages)View decision -
Decision Reference DRN-5138915
15 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5138915 The complaint Mr H complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr H received a... (3 pages)View decision
