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 371485 results
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Decision Reference DRN-4697556
30 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4697556 The complaint Mr F complains NewDay Ltd trading as Fluid treated him unfairly in respect of a credit card account after he suffered financial difficulties due to health conditions. What happened Mr F holds a credit card account with NewDay. Unfortunately, due to physical and... (5 pages)View decision -
Decision Reference DRN-3571695
30 Jul 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3571695 The complaint Mr W has complained, with the help of a professional third party, about the transfer of his personal pensions, previously held with The Royal London Mutual Insurance Society Limited (‘Royal London’) to a small self-administered scheme (“SSAS”) in May 2014. Mr W... (11 pages)View decision -
Decision Reference DRN-4630665
30 Jul 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4630665 The complaint Mr B is unhappy with the data Capital One (Europe) Plc (“Capital One”) is recording on his credit file, in respect of two credit card accounts he has with it. He feels it’s unfair, inaccurate and is impacting him purchasing a home. Mr B is represented by Miss ... (3 pages)View decision -
Decision Reference DRN-4899583
30 Jul 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4899583 The complaint Ms R has complained about the way Astrenska Insurance Limited handled a claim she made on a travel insurance policy and that it failed to provide additional support for her vulnerabilities. The complaint involves the actions of the claim administrators, acting... (4 pages)View decision -
Decision Reference DRN-4834046
30 Jul 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4834046 The complaint Mrs H complains that Ageas Insurance Limited (“Ageas”) declined a claim she made on her home insurance policy following a storm. What happened Mrs H has a home insurance policy with Ageas. It provides cover for damage caused by fire, explosion, smoke, and stor... (3 pages)View decision -
Decision Reference DRN-4936302
30 Jul 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4936302 The complaint Mr P is unhappy that a car supplied to him under a hire purchase agreement with Toyota Financial Services (UK) Plc was of an unsatisfactory quality. What happened In June 2023, Mr P was supplied with a used electric car through a hire purchase agreement with T... (6 pages)View decision -
Decision Reference DRN-4616158
30 Jul 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4616158 The complaint Mr A has complained that Aviva Life & Pensions UK Limited has made changes which restrict the type of security in which he’s able to invest within his workplace pension plan which it administers. What happened The investigator who considered this matter set... (4 pages)View decision -
Decision Reference DRN-4813125
30 Jul 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4813125 The complaint Mr C complained about TSB Bank plc. Mr C requested £250 from a cash machine, but said it only dispensed £10. TSB refused to credit him with the £240 he said he didn’t receive. What happened On the evening of 3 November 2023, Mr C used a supermarket cash machin... (2 pages)View decision -
Decision Reference DRN-4635963
30 Jul 2024 Sabre Insurance Company Limited UpheldInsuranceDRN-4635963 The complaint Mr A complains about the cancellation of his motor insurance policy by Sabre Insurance Company Limited. What happened The background to this complaint is well known to Mr A and Sabre. In my decision, I’ll focus mainly on giving the reasons for reaching the outc... (3 pages)View decision -
Decision Reference DRN-4732770
30 Jul 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4732770 The complaint Ms S complains that The National Farmers’ Union Mutual Insurance Society Limited (NFU) were unfair in their decision to reject her insurance claim. What happened Ms S had insurance through NFU which provided cover for her horse. Unfortunately, Ms S’s horse fell... (3 pages)View decision
