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 360982 results
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Decision Reference DRN-4594224
7 Feb 2024 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-4594224 The complaint Mr W complains about Automobile Association Insurance Services Limited (“AAIS”) and their failure to inform him that his policy had been activated to provide him with cover if his car broke down. What happened The circumstances of the claim and complaint are well ... (3 pages)View decision -
Decision Reference DRN-4574888
7 Feb 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4574888 The complaint Mrs R complains that Great Lakes Insurance SE turned down a cancellation claim she made on an annual travel insurance policy. All references to Great Lakes include the actions of the agents acting on its behalf. What happened In October 2021, Mrs R took out an ann... (3 pages)View decision -
Decision Reference DRN-4595870
7 Feb 2024 Spread Co Limited UpheldInvestmentsDRN-4595870 The complaint Mr C complains about the price he was given on certain Contract for Differences (CFD) trades which Spread Co Limited closed. He believes he wasn’t given the right price and this caused him a financial loss. What happened On 26 January 2022 Mr C had some open CFDs... (9 pages)View decision -
Decision Reference DRN-4565769
7 Feb 2024 PDL Finance Limited Not upheldConsumer CreditDRN-4565769 The complaint Miss F complains PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave her loans she couldn’t afford to repay. She also says these loans ought to not have been granted because at the time she was in an Individual Voluntary Arrangement (IVA). What happened A ... (4 pages)View decision -
Decision Reference DRN-4417263
7 Feb 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4417263 The complaint Miss R and her son Mr M complain that Liverpool Victoria Insurance Company Limited (“LV”) mishandled a motor insurance policy. What happened In mid-August 2022, Miss R took out a motor insurance policy with LV for the year from about 20 August 2022. It covered her... (4 pages)View decision -
Decision Reference DRN-4329185
7 Feb 2024 Coventry Building Society UpheldMortgagesDRN-4329185 The complaint Mr M complains that Coventry Building Society (CBS) caused delays during his applications for a product transfer, further advance, and the removal of the joint borrower from his mortgage. What happened Mr M had a joint CBS mortgage with his ex-wife with an interes... (4 pages)View decision -
Decision Reference DRN-4577357
7 Feb 2024 FUND OURSELVES LIMITED Not upheldConsumer CreditDRN-4577357 The complaint Miss B complains FUND OURSELVES LIMITED trading as Fund Ourselves (“Fund Ourselves”) gave her loans which she couldn’t afford to repay. What happened A summary of Miss B’s borrowing can be found in the table below. loan number loan amount agreement date repayment ... (3 pages)View decision -
Decision Reference DRN-4606247
7 Feb 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4606247 The complaint Mr S complains that Wise Payments Limited didn’t do enough to protect him against falling victim to a ‘job scam’. Mr S has used a representative to bring his complaint, but for ease of reading, I’ll mostly just refer to Mr S himself. What happened The detailed bac... (3 pages)View decision -
Decision Reference DRN-4589564
7 Feb 2024 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-4589564 The complaint Mr D complains about Accelerant Insurance Europe SA/NV UK Branch (Accelerant) not renewing his home insurance policy. Reference to Accelerant in this decision includes their agents. This decision covers Mr D’s complaint made to this Service about Accelerant as the... (3 pages)View decision -
Decision Reference DRN-4603201
7 Feb 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4603201 The complaint Mr and Mrs T complain about how Chaucer Insurance Company Designated Activity Company dealt with a claim against their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. I... (4 pages)View decision
