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 371633 results
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Decision Reference DRN-5003705
6 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5003705 The complaint Mr M and his son Mr M complain that Admiral Insurance (Gibraltar) Limited is responsible for damage in connection with a claim on a motor insurance policy. Where I refer to Mr M, I refer to Mr M the son. I will refer separately to Mr M’s father. What happened... (5 pages)View decision -
Decision Reference DRN-4987924
6 Sep 2024 Frontier Insurance Solutions LTD Not upheldInsuranceDRN-4987924 The complaint Mr M complains that Frontier Insurance Solutions LTD didn’t provide him with clear information when he took out a home emergency policy. What happened Mr M took out a home emergency insurance policy which was arranged by Frontier Insurance Solutions. He took i... (2 pages)View decision -
Decision Reference DRN-4996892
6 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4996892 The complaint Mrs C complains about how her insurer esure Insurance Limited valued her car after it was involved in an accident and declared a total loss and that she had to pay her policy excess, when the accident had been deemed non-fault and she was told no excess would b... (4 pages)View decision -
Decision Reference DRN-4820299
6 Sep 2024 Lloyds Bank PLC UpheldConsumer CreditDRN-4820299 The complaint Mr W has complained that Lloyds Bank PLC (“Lloyds”) gave him a loan he couldn’t afford to repay. He’s also unhappy at the impact the first loan had on the balance on a second loan. Mr W has also said he is unhappy with the time it took to investigate the compla... (6 pages)View decision -
Decision Reference DRN-4994810
6 Sep 2024 MetLife UK Limited Not upheldPensions and AnnuitiesDRN-4994810 The complaint The estate of Mr H complains about how MetLife UK Limited (MetLife) transferred Mr H’s personal pension to a small self-administered scheme (SSAS) in July 2014. Those funds were subsequently used to invest in an overseas property investment with The Resort Grou... (13 pages)View decision -
Decision Reference DRN-4972250
6 Sep 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4972250 The complaint Mr and Mrs B have complained about the handling of a claim under their home emergency insurance policy with Aviva Insurance Limited. Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to... (3 pages)View decision -
Decision Reference DRN-4875322
6 Sep 2024 Hub Financial Solutions Limited UpheldPensions and AnnuitiesDRN-4875322 The complaint Mr S says HUB Financial Solutions (HUB) is responsible for poor service, which contributed to the delay he experienced in receiving his pension benefits. Mr S brought a separate but linked complaint against The Prudential Assurance Company Limited (Prudential)... (3 pages)View decision -
Decision Reference DRN-4907068
6 Sep 2024 Black Horse Limited UpheldConsumer CreditDRN-4907068 The complaint Mr G complains about the quality of a car supplied to him by Black Horse Limited (“BH”). What happened Mr G acquired a car under a 60 month hire purchase agreement with BH in November 2023. The car cost around £15,000. A deposit payment of £2,302 was paid. Mr G... (5 pages)View decision -
Decision Reference DRN-4999164
6 Sep 2024 Plus500UK Ltd UpheldInvestmentsDRN-4999164 The complaint Mr Z complained about Plus500UK Ltd. He said it shouldn’t have allowed him to open a contracts for difference (CFD) trading account as it was not appropriate for him. He said Plus500UK should also have intervened and stopped him from trading sooner, when he was... (15 pages)View decision -
Decision Reference DRN-5007730
6 Sep 2024 Erudio Student Loans Limited Not upheldConsumer CreditDRN-5007730 The complaint Miss M complains that Erudio Student Loans Limited unfairly terminated her student loans after writing to her at an address she no longer lives at. What happened Miss M had three mortgage-style student loans which Erudio bought from the original lender. Miss M ... (3 pages)View decision
