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 370904 results
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Decision Reference DRN-4785478
12 Aug 2024 Aviva Insurance Limited UpheldInsuranceDRN-4785478 The complaint The estate of Ms S complains about the way Aviva Insurance Limited has handled a claim made on their home insurance policy for damaged caused by subsidence. The executors of Ms S’ estate are Mr S and Miss S. They are being represented in bringing this complaint... (3 pages)View decision -
Decision Reference DRN-4740773
12 Aug 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4740773 The complaint Mr S complains that HSBC UK Bank Plc delayed a foreign payment from his global money account and that communications about this matter were poor. What happened Mr S made a payment from his HSBC global money account on 19 October 2023. When he became aware the p... (3 pages)View decision -
Decision Reference DRN-4945369
12 Aug 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4945369 The complaint Mr C has complained about a transfer of his Standard Life personal pension to a small, self- administered scheme (SSAS) in 2015. Phoenix Life Limited (Phoenix) have since taken over Standard Life’s personal pensions and are the respondent in this case. For simp... (16 pages)View decision -
Decision Reference DRN-4561960
12 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4561960 The complaint Mr and Mrs H complain that Nationwide Building Society (Nationwide) increased the amount of money that could be held in their loyalty savings account in 2017 but didn’t notify them. They also complain about their interactions with Nationwide in connection with ... (9 pages)View decision -
Decision Reference DRN-4951111
12 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4951111 The complaint Mr and Mrs H complain that Nationwide Building Society (Nationwide) increased the amount of money that could be held in their loyalty savings account in 2020 but didn’t notify them. They also complain about the way Nationwide has handled their complaint. What ... (7 pages)View decision -
Decision Reference DRN-4941636
12 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4941636 The complaint Mrs L has complained about Creation Consumer Finance Ltd (‘Creation’)’s response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking into account Section 140A ... (8 pages)View decision -
Decision Reference DRN-4961305
12 Aug 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4961305 The complaint Ms M has complained about Hitachi Capital (UK) Plc, now trading as Mitsubishi HC Capital UK Plc’s (‘Mitsubishi’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relat... (8 pages)View decision -
Decision Reference DRN-4688589
12 Aug 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4688589 The complaint Mr S complains that ReAssure Limited caused unreasonable delays in handling his request to withdraw benefits from his Personal Pension Plan (PPP). What happened On 7 November 2023, Mr S contacted ReAssure about withdrawing all funds held within his PPP – ReAssu... (3 pages)View decision -
Decision Reference DRN-4961262
12 Aug 2024 Covea Insurance plc UpheldInsuranceDRN-4961262 The complaint Mr K complains about the settlement he’s been offered by Covea Insurance plc (Covea) following a claim made under his commercial motor trade policy. What happened Mr K has a commercial motor trade policy underwritten by Covea. The policy covers Mr K as a motor... (3 pages)View decision -
Decision Reference DRN-4918778
12 Aug 2024 Arch Insurance (UK) Limited UpheldInsuranceDRN-4918778 The complaint Mr R complains that Arch Insurance Company (UK) Limited declined his travel insurance claim. My references to Arch include its agents. What happened Mr R has travel insurance through his employer’s group policy, the insurer is Arch. While he was driving a hire... (2 pages)View decision
