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 365917 results
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Decision Reference DRN-4876219
30 Sep 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4876219 The complaint Mr S and Mrs S complain that Royal & Sun Alliance Insurance Limited have provided poor service when they made a claim for the breakdown of their boiler, and they would like RSA to pay towards the cost of a new boiler. What happened Mr S and Mrs S hold an a... (3 pages)View decision -
Decision Reference DRN-4915936
30 Sep 2024 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-4915936 The complaint Mr B complains that Fraser Group Financial Services Limited, trading as Studio Pay, (who I’ll call Fraser Group) were unreasonable to report missed payments to his credit file. What happened Mr B says he missed payments towards his credit agreement between Dece... (2 pages)View decision -
Decision Reference DRN-4942061
30 Sep 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4942061 The complaint Mr M complains about the price charged by Aviva Insurance Limited (“Aviva”) to renew his motor insurance policy. What happened Mr M received a quote to renew his policy which was higher than what he’d paid the previous year. Mr M says he contacted Aviva to que... (2 pages)View decision -
Decision Reference DRN-5050375
30 Sep 2024 QIC Europe Ltd UpheldInsuranceDRN-5050375 The complaint Mr and Mrs O complain about the way QIC Europe Ltd handled a claim they made on their home insurance policy for damage caused by a fire. Any reference to QIC includes its appointed agents, unless specifically set out. What happened In June 2018 there was a fire... (5 pages)View decision -
Decision Reference DRN-5020206
30 Sep 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5020206 The complaint Mr and Mrs R have complained that Advantage Insurance Company Limited voided their home insurance policy and declined a claim they made. Reference to Advantage includes its agents and representatives. And as Mrs R has primarily dealt with things, I’ll refer to... (5 pages)View decision -
Decision Reference DRN-4908551
30 Sep 2024 TSB Bank plc Not upheldMortgagesDRN-4908551 The complaint Mr N and Mrs T’s complaint is about a mortgage they hold with TSB Bank plc. They don’t think they were given sufficient information when they applied for a new interest rate product and this meant they chose a start date for the new product that meant the mortg... (3 pages)View decision -
Decision Reference DRN-5050334
30 Sep 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5050334 The complaint Mr B complains that in 2012, Options UK Personal Pensions LLP (‘Options’, Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted his Self-Invested Personal Pension (‘SIPP’) application with a view to invest in an un... (35 pages)View decision -
Decision Reference DRN-5010115
30 Sep 2024 Phoenix Life Limited Not upheldInvestmentsDRN-5010115 The complaint Mr and Mrs D’s complaint is about a mortgage endowment policy they had with Phoenix Life Limited. They are unhappy about: The poor quality of the projections that Phoenix provided in respect of the maturity value, which denied them the ability to make an info... (4 pages)View decision -
Decision Reference DRN-4807409
30 Sep 2024 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-4807409 The complaint Mr W complains about Legal and General Assurance Society Limited (“L&G”). He’s unhappy that it’s been unable to trace and pay out a pension he held with a former employer. What happened In 1976, Mr W’s former employer set up a pension scheme (“the Scheme”)... (3 pages)View decision -
Decision Reference DRN-5047397
30 Sep 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5047397 The complaint Mr W is unhappy that Nationwide Building Society won’t release money to him that is held in trust for him by his parents. What happened Mr W’s parents opened two savings accounts for Mr W when he was child, wherein Mr W’s parents would hold the money in trust ... (3 pages)View decision
