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 370904 results
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Decision Reference DRN-5156104
18 Dec 2024 Tradex Insurance Company PLC UpheldInsuranceDRN-5156104 The complaint Mr I has complained that Tradex Insurance Company PLC unfairly and unreasonably refused to cover his claim under his motor policy, as it didn’t think his claim amounted to an insured risk. What happened Mr I said he contacted Tradex via his broker on 29 March ... (4 pages)View decision -
Decision Reference DRN-5001206
18 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5001206 The complaint Ms B has complained about the way her home emergency insurer, Aviva Insurance Limited (‘Aviva), dealt with a claim she made on her policy. Aviva is the underwriter of this policy i.e., the insurer. During the claim Ms B also dealt with other businesses who act... (4 pages)View decision -
Decision Reference DRN-5196623
18 Dec 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5196623 The complaint Mr and Mrs H complain about the way the National Farmers' Union Mutual Insurance Society Limited (“NFUM”) settled a claim on their legal expenses insurance policy. Where I refer to NFUM, this includes its agents and claims handlers acting on its behalf. Wh... (3 pages)View decision -
Decision Reference DRN-5114929
18 Dec 2024 AutoMoney Limited UpheldConsumer CreditDRN-5114929 The complaint Mr A complains that AutoMoney Limited trading as AutoMoney Motor Finance supplied him with a car that wasn’t of satisfactory quality under a hire purchase agreement. What happened In November 2023, Mr A acquired a used car financed by a hire purchase agreement ... (5 pages)View decision -
Decision Reference DRN-5216449
18 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5216449 The complaint Miss R complains that Nationwide Building Society failed to block gambling transactions from her account. What happened Miss R holds an account with Nationwide. In February 2023, she called Nationwide to ask for help with her gambling problem. At the time, Nati... (3 pages)View decision -
Decision Reference DRN-5219448
18 Dec 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5219448 The complaint Mr and Mrs C’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 (2)... (10 pages)View decision -
Decision Reference DRN-5220085
18 Dec 2024 U K Insurance Limited UpheldInsuranceDRN-5220085 The complaint Mr F’s complaint is about the handling of a claim under his pet insurance policy with U K Insurance Limited trading as Direct Line (“UKI”). What happened In March 2024, Mr F’s dog had to undergo some tests. The vet had carried out cytology tests, which cost £18... (3 pages)View decision -
Decision Reference DRN-5054490
18 Dec 2024 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5054490 The complaint Mr B complains about the value of shares he holds in a share dealing account with Equiniti Financial Services Limited (“EFSL”) following a share consolidation. What happened Prior to October 2020 Mr B held 1,223 shares in Saga on EFSL’s share dealing platform. ... (2 pages)View decision -
Decision Reference DRN-5219710
18 Dec 2024 Nucleus Financial Services Ltd Not upheldPensions and AnnuitiesDRN-5219710 The complaint Mr P has complained about a transfer of his personal pension with Nucleus Financial Services Limited (Nucleus) to a small self-administered scheme (SSAS) in late March 2015. Mr P’s SSAS was subsequently used to invest in an overseas property development – White ... (12 pages)View decision -
Decision Reference DRN-5220010
18 Dec 2024 U K Insurance Limited UpheldInsuranceDRN-5220010 The complaint Mrs and Mr A complain that U K Insurance Limited trading as Churchill (UKI) removed subsidence cover at renewal from their landlord property insurance policy. What happened Mrs and Mr A own a property that they rent out to tenants. They also have a landlord pr... (6 pages)View decision
