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 367300 results
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Decision Reference DRN-5005393
21 Oct 2024 Action 365 Ltd Not upheldInsuranceDRN-5005393 The complaint Mr E complained about how Action 365 Ltd, his insurance broker, dealt with changes to his no claims discount under his motor insurance policy. What happened Mr E took out his policy via Action 365, a broker, in September 2021. At that time, Action 365 understoo... (2 pages)View decision -
Decision Reference DRN-4923430
21 Oct 2024 Phoenix Life Limited Not upheldInsuranceDRN-4923430 The complaint Ms M complained about Phoenix Life Limited (Phoenix). She said she had been mis-sold a term assurance policy. She would like Phoenix to pay compensation for this. What happened Ms M has an annually reviewable term assurance policy with Phoenix. She said it mis... (4 pages)View decision -
Decision Reference DRN-5055485
21 Oct 2024 Zurich Insurance PLC UpheldInsuranceDRN-5055485 The complaint Mr M is unhappy with what Zurich Insurance PLC did after he claimed on his Trades and Professions business protection insurance policy. What happened Mr M carried out building work at a property which was completed in 2013. In March 2019 he was informed of a pr... (2 pages)View decision -
Decision Reference DRN-5093860
21 Oct 2024 Ageas Insurance Limited UpheldInsuranceDRN-5093860 The complaint Mrs V complains that Ageas Insurance Limited (“Ageas”) delayed unreasonably in handling her claim and she is unhappy with the settlement offered. She wants Ageas to reimburse her for the costs she incurred and to pay her compensation for her distress and inconv... (2 pages)View decision -
Decision Reference DRN-4818153
21 Oct 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4818153 The complaint Mrs A complains that Moneybarn No. 1 Limited (Moneybarn) cancelled the repayment plan set up to repay a conditional sale agreement. What happened In August 2022 Mrs A was supplied with a used car through a conditional sale agreement with Moneybarn. She paid an ... (2 pages)View decision -
Decision Reference DRN-5079724
21 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5079724 The complaint Mr I is unhappy that Bank of Scotland plc, trading as Intelligent Finance (“IF”) closed his account having previously confirmed to him that they wouldn’t be doing so. What happened In early 2023, Mr I received notice from IF that his account would be closing i... (4 pages)View decision -
Decision Reference DRN-3628648
21 Oct 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-3628648 The complaint Mr W1 has complained about a transfer of his ReAssure Limited personal pension to a small self-administered scheme (SSAS 1 ) in 2014. Mr W1’s SSAS was subsequently used to invest in commercial property developments both overseas and in the UK. The investments n... (17 pages)View decision -
Decision Reference DRN-5076125
21 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5076125 The complaint Mr S complains that NewDay Ltd trading as BIP lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened Mr S applied for a credit card with BIP in January 2022. In his application, Mr S said he was ... (3 pages)View decision -
Decision Reference DRN-4897425
21 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4897425 The complaint Mr G has complained HSBC UK Bank plc won’t remove a fraud-related marker they’ve lodged in his name. What happened Mr G applied for an account with another bank. His application was rejected. He subsequently discovered a fraud-related marker in his name which H... (2 pages)View decision -
Decision Reference DRN-4978468
21 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4978468 The complaint Miss B complains that Creation Consumer Finance Ltd lent to her irresponsibly. What happened On 4 August 2021, a hire purchase agreement for a car was set up in Miss B’s name. She says she was unaware of the agreement and only found out about it when her then p... (4 pages)View decision
