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 4257 results
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Decision Reference DRN1889041
13 Dec 2013 AIG Europe Limited Not upheldInsurance (excluding PPI)B complains about the time AIG Europe Limited took to deal with a claim it made under its commercial motor insurance policy.background B’s vehicle was stolen in April 2008. The theft was reported to AIG immediately. By mid-June its loss adjuster reported no concerns with the ... (3 pages)View decision -
Decision Reference DRN-2293555
11 Nov 2020 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2293555 The complaint Ms A says that Vanquis Bank Limited (Vanquis) lent to her irresponsibly. She feels adequate checks weren’t completed and she was constantly chased for payment. Ms A wants a refund of charges paid, her credit file to be updated and all accounts closed. What happene... (3 pages)View decision -
Decision Reference DRN-2022977
19 Jan 2021 Saga Services Limited UpheldInsuranceDRN-2022977 The complaint Mr L complains that he was mis sold a motorbike insurance policy by Saga Services Limited trading as Bennetts. (Bennetts) The policy included a compulsory garaging requirement which Mr L says didn’t suit his needs. Mr L also complains that policy document wasn’t s... (3 pages)View decision -
Decision Reference DRN-3828652
15 Feb 2023 Elevate Portfolio Services Limited UpheldInvestmentsDRN-3828652 The complaint Mr S complains that Elevate Portfolio Services Limited, trading as AXA Self Investor (“Elevate”) caused delays in the transfer of his ISA to another provider. He says when he called Elevate it had no record of a transfer, even though it had been requested. He said... (3 pages)View decision -
Decision Reference DRN-4286575
20 Dec 2023 Zurich Insurance PLC Not upheldInsuranceDRN-4286575 The complaint Miss C complains that when she made a motor insurance claim, Zurich Insurance PLC would only pay the ‘agreed value’ of her car and would not pay to have it repaired. What happened In March 2022, Miss C took out a fully comprehensive motor insurance policy with Zur... (3 pages)View decision -
Decision Reference DRN0361382
2 Apr 2014 Lloyds Bank PLC UpheldPayment protection insurance (PPI)Mr R complains that Lloyds Bank PLC did not respond positively and sympathetically when he experienced financial difficulties. He complains that as a result he incurred interest and charges on his loan account and a default was registered on his credit file.Further, Mr R also complains... (3 pages)View decision -
Decision Reference DRN-3977384
8 Aug 2023 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3977384 The complaint Mrs H says The Royal London Mutual Insurance Society Limited (Royal London) has acted incorrectly in refusing to allow her to transfer her personal pension into a Small Self- Administered pension Scheme (SSAS). Mrs H is represented by her husband. What happened At... (3 pages)View decision -
Decision Reference DRN-4511371
24 Jan 2024 Covea Insurance plc UpheldInsuranceDRN-4511371 The complaint Mrs S and her husband Mr S complain that Covea Insurance plc mishandled a claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car, first registered in 2015. Mr and Mrs S acquired the car no later than September 2... (4 pages)View decision -
Decision Reference DRN-4279309
27 Oct 2023 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4279309 The complaint Mrs M has complained that she is unhappy with the quality of a car she acquired in June 2021, using a hire purchase agreement with MI Vehicle Finance Limited (“MIVF”). What happened Mrs M acquired a used Vauxhall in June 2021, using a hire-purchase agreement with ... (3 pages)View decision -
Decision Reference DRN-3660425
27 Feb 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-3660425 The complaint Mr J has complained about the transfer of his pension held with Scottish Equitable Plc trading as Aegon (Aegon) to the Capita Oak Pension Scheme (the Scheme) in 2013. The Scheme was subsequently found to be fraudulent and as a result of this Mr J feels it is very ... (10 pages)View decision
