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-4811914
29 Jul 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4811914 The complaint Mr M has complained about administrative issues he experienced with Aviva Life & Pensions UK Limited when he was trying to switch funds in which he was invested within his pension plan. What happened The investigator who considered this matter set out the b... (5 pages)View decision -
Decision Reference DRN-4927363
29 Jul 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4927363 The complaint Mr B complains about Admiral Insurance (Gibraltar) Limited (“Admiral”) for delays in its response and the settlement sum it has offered on his claim. He wants Admiral to increase his settlement to more closely match what he paid for repair work. What happened ... (4 pages)View decision -
Decision Reference DRN-4546729
29 Jul 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4546729 The complaint Miss P complains about a car she acquired with credit provided by BMW Financial Services (GB) Limited (“BMWFS”). What happened In January 2023, Miss P entered into a regulated hire purchase agreement with BMWFS in relation to a used car. The car was five years ... (3 pages)View decision -
Decision Reference DRN-4592539
29 Jul 2024 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-4592539 The complaint Mr R says a finance agreement he entered into with Toyota Financial Services (UK) PLC (“TFS”) was misrepresented to him. What happened In May 2022 Mr R part exchanged a car and entered into a finance agreement with TFS to lease a newer one. He says he expected ... (2 pages)View decision -
Decision Reference DRN-4473617
29 Jul 2024 Barclays Bank Plc Not upheldBanking and PaymentsDRN-4473617 The complaint A company, which I’ll refer to as J, complains that Barclays Bank Plc (Barclays) closed one of its accounts in error with the result that it was unable to collect card payments from its customers. According to J, this caused significant financial loss for whic... (5 pages)View decision -
Decision Reference DRN-4935586
29 Jul 2024 Great Lakes Insurance UK Limited UpheldInsuranceDRN-4935586 The complaint Ms P is unhappy with the way in which Great Lakes Insurance UK Limited handled a claim made on her travel insurance policy – including the assistance she received whilst abroad after she was injured. All reference to Great Lakes includes its agents and the med... (4 pages)View decision -
Decision Reference DRN-4897358
29 Jul 2024 Premier Underwriting Ltd UpheldInsuranceDRN-4897358 The complaint Mrs A complains about the settlement provided by Premier Underwriting Ltd (Premier) following the total loss of her car, under her motor insurance policy. What happened Mrs A was involved in a car accident. She made a claim to Premier, which it accepted. It tol... (3 pages)View decision -
Decision Reference DRN-4934668
29 Jul 2024 U K Insurance Limited UpheldInsuranceDRN-4934668 The complaint Mrs T and Mr S complain that when Mrs T made a claim on her motor insurance policy’s windscreen cover, U K Insurance Limited (‘UKI’) and its agent provided very poor service. What happened Mrs T made the claim for a cracked windscreen on 3 August 2023. The nex... (3 pages)View decision -
Decision Reference DRN-4881957
29 Jul 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4881957 The complaint Misis A has complained about the service provided by Royal & Sun Alliance Insurance Limited (‘RSA’) following her claims for damage under her home insurance policy. For the avoidance of doubt, the term RSA includes its agents and contractors for the purpose... (5 pages)View decision -
Decision Reference DRN-4658840
29 Jul 2024 Society of Lloyd's Not upheldInsuranceDRN-4658840 The complaint A company, which I’ll refer to as C, complains that Society of Lloyd’s (SOL) unfairly declined a claim under its Commercial Combined Insurance policy for theft of company equipment and tools from its vehicle. All references to SOL include the agents they have ... (5 pages)View decision
