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 360982 results
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Decision Reference DRN-5030949
31 Oct 2024 Collingwood Insurance Services (U.K.) Limited Not upheldInsuranceDRN-5030949 The complaint Mr S complains about a cancellation fee and the lack of information provided by Collingwood Insurance Services (U.K.) Limited (“Collingwood”) in relation to his motor insurance policy. Mr S is represented by Miss A. I will refer to Mr S in my decision for ease.... (2 pages)View decision -
Decision Reference DRN-5117620
31 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5117620 The complaint Miss B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidi... (14 pages)View decision -
Decision Reference DRN-5034246
31 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5034246 The complaint Miss G complains about the way Aviva Insurance Limited settled a claim she made on her motor insurance policy. She also says they caused delays to the claim’s process. What happened In August 2023 Miss G’s car was involved in an accident, and she contacted Avi... (3 pages)View decision -
Decision Reference DRN-5117611
31 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5117611 The complaint Miss B and Mr R’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (13 pages)View decision -
Decision Reference DRN-4979966
31 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4979966 The complaint Mrs S complains about AXA Insurance UK Plc’s (“AXA”) decision to decline her claim under her buildings insurance policy, and about the customer service received. What happened Mrs S made a claim to AXA and said storm conditions had caused damage to her roof, a... (4 pages)View decision -
Decision Reference DRN-5026879
31 Oct 2024 BUPA Insurance Limited UpheldInsuranceDRN-5026879 The complaint Mrs D complains that BUPA Insurance Limited has turned down a claim she made on a group private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key ... (5 pages)View decision -
Decision Reference DRN-4959140
31 Oct 2024 Hadron UK Insurance Company Limited Not upheldInsuranceDRN-4959140 The complaint Mr and Mrs M have complained about their commercial property insurer Hadron UK Insurance Company Limited. They feel it acted unfairly by avoiding their cover (treating it as though it never existed) for one of their let properties, and by association declining ... (4 pages)View decision -
Decision Reference DRN-4975821
31 Oct 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4975821 The complaint Mr M and Mrs M complain that West Bay Insurance Plc declined their claim for storm damage to their boundary wall. What happened Mr M and Mrs M have household buildings insurance with West Bay. On two sides of their property the boundary is a dry-stone wall. In ... (4 pages)View decision -
Decision Reference DRN-5058651
31 Oct 2024 First Central Insurance Management Limited UpheldInsuranceDRN-5058651 The complaint Mr C complains that First Central Insurance Management Limited didn’t change his motor insurance policy in order to cover his new car, as requested, leaving it uninsured. What happened Mr C called First Central in November 2023 to ask for the policy that had s... (2 pages)View decision -
Decision Reference DRN-4914820
31 Oct 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-4914820 The complaint Mr P complains that Scottish Equitable Plc trading as Aegon (Aegon) mis-administered his personal pension plan (the plan) investments, causing losses of around £65,000. He wants compensation for his losses. What happened Mr P joined his employers Group Persona... (4 pages)View decision
