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-4775916
1 May 2024 West Bay Insurance Plc UpheldInsuranceDRN-4775916 The complaint Miss B has complained about what West Bay Insurance Plc has paid in settlement of her claim under her motor insurance policy. West Bay is the underwriter of Miss B’s policy, so it’s her insurer. This complaint is, in part, about the actions of one of West Bay’s ag... (4 pages)View decision -
Decision Reference DRN-4694033
1 May 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4694033 The complaint Mr C complains about the way that Starling Bank Limited managed his bank account. Mr C wants Starling to pay more compensation than it has paid to date. What happened Mr C has a current account with Starling. In early December 2023, he transferred £20,000 from his... (4 pages)View decision -
Decision Reference DRN-3151523
1 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3151523 The complaint Ms M complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) shouldn’t have accepted her application for a self-invested personal pension (‘SIPP’) and that it failed to undertake due... (34 pages)View decision -
Decision Reference DRN-4736948
1 May 2024 Neilson Financial Services Limited Not upheldInsuranceDRN-4736948 The complaint Mrs B is unhappy that Neilson Financial Services Limited mis-sold her an ‘over 50’s’ whole of life insurance policy (‘the policy’). What happened Neilson sold Mrs B the policy over the phone in September 2023. She says that she was given incorrect information whic... (2 pages)View decision -
Decision Reference DRN-4775603
1 May 2024 esure Insurance Limited Not upheldInsuranceDRN-4775603 The complaint Mr B complains that following an accident, esure Insurance Limited (esure) unfairly declined to pursue the third-party’s insurer unless repairs were first arranged to his car, under his motor insurance policy. What happened Mr B was involved in a car accident in D... (6 pages)View decision -
Decision Reference DRN-4773344
1 May 2024 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-4773344 The complaint Mr S has complained that Fortegra Europe Insurance Company Ltd (Fortegra) hasn’t dealt with a claim fairly under a furniture warranty. What happened Mr S had a sofa warranty. He contacted Fortegra to make a claim for mud on his sofa caused by a dog jumping on it. ... (3 pages)View decision -
Decision Reference DRN-4774177
1 May 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4774177 The complaint D, a limited company complains Wise Payment Limited unfairly closed its account. D also says Wise haven’t released money paid into the account. D is represented by its director, Mr A. What happened The detailed background of this complaint is well known to both pa... (3 pages)View decision -
Decision Reference DRN-4729081
1 May 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4729081 The complaint Mr M complains because Aviva Insurance Limited hasn’t paid a claim under his travel insurance policy. What happened Mr M is insured under a travel insurance policy provided as a benefit of a packaged bank account. The travel insurance is underwritten by Aviva. Mr ... (2 pages)View decision -
Decision Reference DRN-4753323
1 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4753323 The complaint Mr G and Ms E are unhappy with the way AXA Insurance UK Plc handled a claim made on their travel insurance policy (‘the policy’), including declining a claim for missed departure. What happened The details of this complaint are well known to both parties, so I won... (3 pages)View decision -
Decision Reference DRN-4741683
1 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4741683 The complaint Mr G is being represented by solicitors. He’s complaining about Barclays Bank UK PLC trading as Barclaycard because he says it lent irresponsibly by giving him a credit card he couldn’t afford. What happened Following his application, in 2018, Mr G was given a cre... (2 pages)View decision
