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 4310 results
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Decision Reference DRN-3417945
12 Sep 2022 Westfield Contributory Health Scheme Not upheldInsuranceDRN-3417945 The complaint Mr K complains about how Westfield Contributory Health Scheme dealt with his private health insurance claim. What happened Mr K has a private health insurance cash back plan insured by Westfield. On or about 1 June 2021 Mr K saw a doctor abroad who sent him a repo... (4 pages)View decision -
Decision Reference DRN9559912
13 Dec 2019 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Mr D has complained that Calpe Insurance Company Limited unfairly cancelled his car insurance policy and looked to recover third party claim costs from him. backgroundMr D bought a car insurance policy with Calpe. In March 2018 Calpe received a claim from a third party’s representative (TP... (5 pages)View decision -
Decision Reference DRN-3147509
7 Nov 2021 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-3147509 The complaint Mr M complains on behalf of “R”, a limited company, that Allied World Assurance Company (Europe) dac (“Allied World”) unfairly voided and terminated R’s buildings insurance policy. What happened R is a company which was formed by the leaseholders of a residential... (4 pages)View decision -
Decision Reference DRN-4258701
25 Oct 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4258701 The complaint Mr O complains, with the help of a representative, that James Hay Administration Company Ltd (James Hay) accepted the in-specie transfer of Elysian Fuels shares into his self- invested personal pension (SIPP) without undertaking appropriate due diligence, ensur... (5 pages)View decision -
Decision Reference DRN-1770603
16 Nov 2020 Target Servicing Limited Not upheldMortgagesDRN-1770603 The complaint Mr M has complained that Target Servicing Limited (Target) is pursuing him for payment of a loan. Mr M doesn’t believe Target is entitled to seek payment. He is asking Target to pay compensation. What happened In 2008 Mr M took out a secured loan with a business w... (2 pages)View decision -
Decision Reference DRN0604318
16 Aug 2013 Mortgage Express Not upheldBanking and creditMr K complains that, because Mortgage Express (ME) failed to take direct debits for his mortgage, his credit rating had suffered. Mr K also complains that ME’s customer service has been poor, that it failed to do what it had promised to do in December 2009 and about delay in providing h... (2 pages)View decision -
Decision Reference DRN3103736
24 Oct 2017 Bank of Scotland Plc Not upheldBanking and creditMr L complains that Bank of Scotland plc refused to raise a chargeback in relation to a defective car he paid for with a debit card.backgroundIn May 2017 Mr L bought a car for £5,500. He paid £2,500 with his Bank of Scotland debit card, and the balance was paid ... (2 pages)View decision -
Decision Reference DRN-4529740
7 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4529740 The complaint Mr A complains that Aviva Insurance Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car or SUV, first registered in 2015. Mr A acquired the car. He insured it on a comprehensive policy ... (3 pages)View decision -
Decision Reference DRN3930959
10 Oct 2019 Close Brothers Limited Not upheldBanking and creditMr L complains about a fault with a car that was supplied to him under a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance.backgroundA used car was supplied to Mr L under a conditional sale agreement with Close Brothers that he electronically s... (2 pages)View decision -
Decision Reference DRN-3600229
11 Aug 2022 Elderbridge Limited UpheldMortgagesDRN-3600229 The complaint Mrs U and the estate of Mr U complain that Elderbridge Limited lost their title deeds, which caused them distress and inconvenience. What happened Mr and Mrs U took out a secured loan, which was later transferred to Elderbridge. Their account was settled in Februa... (2 pages)View decision
