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 4196 results
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Decision Reference DRN-3577151
4 Jul 2022 Novia Financial Plc Not upheldPensions and AnnuitiesDRN-3577151 The complaint Mr B’s representative has complained, on his behalf, that due to errors made by Novia Financial Plc, there was a delay in investing cash held in Mr B’s Self Invested Personal Pension (SIPP). What happened Mr B intended to invest some of his SIPP funds into the Sco... (3 pages)View decision -
Decision Reference DRN4909787
1 May 2015 Loan Mart Ltd UpheldBanking and creditMr G complains that when he asked Loan Mart Ltd to arrange a loan for him, it asked him for three payments but did not supply him with a loan.backgroundFollowing his application, Loan Mart sent Mr G a loan agreement. But it asked him to pay the first instalment in ad... (2 pages)View decision -
Decision Reference DRN0677648
18 Oct 2018 Great Lakes Insurance SE Not upheldInsurance (excluding PPI)Mr M is unhappy that Great Lakes Insurance SE (GL) isn’t paying out on a claim he made under his tool insurance policy.backgroundMr M was working away from home and had left his tools in his van overnight. Unfortunately he found the next morning that his van had b... (2 pages)View decision -
Decision Reference DRN2772023
4 Jul 2017 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr and Mrs W complain that Allianz Insurance Plc mishandled a claim on a motor trade insurance policy.backgroundMr W worked for a sole trader who ran a car garage. Mr W’s wife Mrs W was driving when she and a third party were involved in a road traffic incident in ... (2 pages)View decision -
Decision Reference DRN9346376
5 Nov 2015 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr M is the director of company V and complained that Ageas Insurance Limited made a mistake with how they valued the van owned by company V after it was stolen, under its commercial vehicle insurance policy. I shall refer to Mr M throughout my decision instead of... (1 page)View decision -
Decision Reference DRN7563192
12 Jul 2013 Bank of Scotland Plc Not upheldBanking and creditMr G complains that legal fees were unfairly added to his Bank of Scotland plc mortgage account in relation to registration of a legal charge on the property.backgroundIn 2005, Mr G appointed a solicitors’ firm from Bank of Scotland’s panel of approved solicitors to act in relation t... (2 pages)View decision -
Decision Reference DRN1582352
27 Jul 2017 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr B as the owner of company P, and Mrs A complain that Aviva Insurance Limited has refused a claim for vandalism to Mrs A’s car as it says it has no insurable interest in it.backgroundMrs A took out a hire purchase agreement to buy a car. The car was to be use... (2 pages)View decision -
Decision Reference DRN-5231178
24 Dec 2024 West Bay Insurance Plc Not upheldInsuranceDRN-5231178 The complaint Mr Y complains about West Bay Insurance Plc’s handling of his car insurance claim. West Bay has been represented by its agents during the claim. All references to West Bay include its agents. Mr Y has also been represented on the claim by his spouse and the nam... (5 pages)View decision -
Decision Reference DRN-4610609
20 Sep 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4610609 The complaint Mr F has complained about a transfer of his Phoenix Life Limited (Phoenix) personal pension to an occupational scheme in 2013. Mr F’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process by which pensions are accessed i... (5 pages)View decision -
Decision Reference DRN-3194723
6 Dec 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-3194723 The complaint Ms A complains that Sainsbury’s Bank Plc has gave her wrong information and poor customer service. Ms A is represented by her daughter in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments she has made as being made by Ms A... (5 pages)View decision
