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 366874 results
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Decision Reference DRN-4762924
29 May 2024 One Sure Insurance Limited UpheldInsuranceDRN-4762924 The complaint Mr N complains that his broker, One Sure Insurance Limited, caused his commercial motor insurance policy to be cancelled and didn’t tell him this. He wants the cancellation marker removed. What happened Mr N said he renewed his policy through One Sure and paid fo... (2 pages)View decision -
Decision Reference DRN-4788007
29 May 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4788007 The complaint Ms H complains that Aviva Life & Pensions UK Limited (Aviva) has failed to provide evidence that it applied her employer’s March 2020 contribution to her pension plan. She therefore believes that the contribution was never applied to her plan. What happened Ms... (3 pages)View decision -
Decision Reference DRN-4766166
29 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4766166 The complaint Mr B and Ms B complain about Aviva Insurance Limited’s handling of claims made under their home (buildings and contents) insurance and home emergency policies. Mr B and Ms B are joint policyholders. As most of the communication relating to the complaint has been f... (5 pages)View decision -
Decision Reference DRN-4510335
29 May 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4510335 The complaint Mr and Mrs N’s complaint is that Shawbrook Bank Limited (‘Shawbrook’) acted unfairly and unreasonably in relation to a complaint they made about a timeshare they bought using credit from Shawbrook. What happened Mr and Mrs N purchased membership of an asset-backed... (6 pages)View decision -
Decision Reference DRN-4668041
29 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4668041 The complaint Mr A complains that Lloyds Bank PLC hasn’t returned the balance from his account to him. What happened Mr A said Lloyds closed his current account in December 2022 following an incident at its branch, since when Mr A has been trying to retrieve the funds from his ... (2 pages)View decision -
Decision Reference DRN-4822021
29 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4822021 The complaint Mr J complained that Aviva Insurance Limited (“Aviva”) hasn’t fairly considered some of the damage caused by a fallen tree onto his property. He holds a home insurance policy. What happened Mr H made a claim after a tree fell on to his property damaging part of hi... (5 pages)View decision -
Decision Reference DRN-4793367
29 May 2024 Progressive Money Limited UpheldConsumer CreditDRN-4793367 The complaint Mr J is complaining about Progressive Money Limited because he says it lent irresponsibly by giving him a loan he couldn’t afford. What happened In September 2018, Mr J took a loan with Progressive Money. He borrowed £10,000 over a term of five years, with a month... (4 pages)View decision -
Decision Reference DRN-4390986
29 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4390986 The complaint Mr T complains that Barclays Bank UK PLC didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known... (4 pages)View decision -
Decision Reference DRN-4768589
29 May 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4768589 The complaint Mr D complains Aviva Insurance Limited (Aviva) unfairly declined to settle his claim on his valuables insurance policy. Aviva are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Aviva have accep... (2 pages)View decision -
Decision Reference DRN-4821642
29 May 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4821642 The complaint Mr E complains that J P Morgan Europe Limited (trading as Chase) blocked and closed his account. Mr E is also unhappy that Chase didn’t return money paid into the account back to him, so he says he has lost out financially. What happened The detailed background to... (4 pages)View decision
