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 374385 results
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Decision Reference DRN-5249762
9 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5249762 The complaint Mr M complains about the way U K Insurance Limited (UKI) trading as NIG has handled a claim he made on a property insurance policy following an escape of water. What happened In early 2023 Mr M reported a claim to UKI. He said his home had suffered damage caus... (3 pages)View decision -
Decision Reference DRN-5223727
9 Jan 2025 Sabre Insurance Company Limited UpheldInsuranceDRN-5223727 The complaint Mr A has complained about his taxi insurer, Sabre Insurance Company Limited. He is unhappy with the valuation it applied to his vehicle when it found it to be a total loss following a fire. He is also unhappy that he was told he’d have a chance to retrieve pers... (3 pages)View decision -
Decision Reference DRN-5198727
8 Jan 2025 Everyday Lending Limited UpheldConsumer CreditDRN-5198727 The complaint Mr K complains about the service he received from Everyday Lending Limited when he called to request a top up on his loan. What happened Mr K took out a loan for £2000,00 with Everyday Lending in November 2022. The loan was taken out over a term of 18 months an... (2 pages)View decision -
Decision Reference DRN-5216447
8 Jan 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5216447 The complaint Mr W complains that West Bay Insurance Plc unfairly cancelled his motor insurance policy. West Bay is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As West Bay has accepted it is accountable for the... (3 pages)View decision -
Decision Reference DRN-4994768
8 Jan 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-4994768 The complaint Mr F has complained about advice he was given in 2021 regarding the transfer of his defined-benefit (DB) pension scheme, to a self-invested personal pension (SIPP). Harbour Rock Capital Limited is now responsible for answering this complaint although it was tra... (11 pages)View decision -
Decision Reference DRN-5064420
8 Jan 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5064420 The complaint Mrs O has complained that North Edinburgh and Castle Credit Union Limited (trading as Castle Community Bank) are holding her liable for a debt which was taken out as the result of a scam. What happened Mrs O fell victim to an investment scam. The scammer gather... (2 pages)View decision -
Decision Reference DRN-5223465
8 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5223465 The complaint Mr C complains that National Westminster Bank Plc (NWest) won’t refund money he paid to an investment. What happened What Mr C says: Mr C was looking at ways to invest money and he was recommended to look at an investment firm (which I will call firm X) by a fr... (4 pages)View decision -
Decision Reference DRN-5214550
8 Jan 2025 Wakam Not upheldInsuranceDRN-5214550 The complaint Mrs and Mr R have complained about Wakam’s decision to reject a claim they made under their home and buildings insurance policy for storm damage. What happened Mr and Mrs R made a claim to Wakam for damage caused to a garage roof by a storm in January 2024. Wak... (2 pages)View decision -
Decision Reference DRN-4789665
8 Jan 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-4789665 The complaint Mr L and Mrs S complain that a car they had via a hire purchase agreement with Go Car Credit Limited wasn’t of satisfactory quality. What happened In April 2023 Mr L and Mrs S entered into a four-year hire purchase agreement for a used car. The car was around e... (5 pages)View decision -
Decision Reference DRN-5198116
8 Jan 2025 Covea Insurance plc Not upheldInsuranceDRN-5198116 The complaint Mr and Mrs R have complained about Covea Insurance plc’s decision to decline a claim they made under their home and buildings insurance policy for storm damage. Mr and Mrs R are represented in their complaint. For ease, I will refer to Mr R as the lead complain... (3 pages)View decision
