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 366763 results
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Decision Reference DRN-4317191
28 Mar 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4317191 The complaint Mrs H is unhappy with how Legal and General Assurance Society Limited (L&G) handled her claim. What happened Mrs H has group income protection policy with her employer that is underwritten by L&G. In July 2022, Mrs H became unwell following a bereavement a... (3 pages)View decision -
Decision Reference DRN-4638257
28 Mar 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-4638257 The complaint Miss G complains that Pinnacle Insurance Plc unfairly declined her pet insurance claim. What happened Miss G held a pet insurance policy, underwritten by Pinnacle. Sadly, in late April 2023, her cat became ill and was vomiting blood. Miss G took her to the vets wh... (4 pages)View decision -
Decision Reference DRN-4391025
28 Mar 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4391025 The complaint Miss H complains about how Accredited Insurance (Europe) Ltd settled her claim on her car insurance policy. What happened Miss H’s car was stolen and so she contacted Accredited to claim on her car insurance policy. Her car was then recovered but had been damaged ... (3 pages)View decision -
Decision Reference DRN-4681044
28 Mar 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4681044 The complaint Mr J complains that Advantage Finance Ltd (AF) failed to complete adequate checks prior to approving a Hire Purchase agreement for him. In addition, Mr J doesn’t think he was treated with forbearance when he struggled to make his repayments following a change in h... (4 pages)View decision -
Decision Reference DRN-4519628
28 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4519628 The complaint A company, which I’ll refer to as H, complain that Santander UK Plc (Santander) unfairly closed its accounts, and in that process, provided poor service. In bringing this complaint, H is represented by its director, who I’ll refer to as Mr R What happened H was a... (5 pages)View decision -
Decision Reference DRN-4354789
28 Mar 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4354789 The complaint Mr D complains that Aviva Insurance Limited turned down his commercial insurance claim. What happened Mr D holds commercial insurance cover with Aviva which covers a flat and a shop. On 8 February 2023, pipes burst in the loft space above the flat which caused wat... (2 pages)View decision -
Decision Reference DRN-4487214
28 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4487214 The complaint Mr B is unhappy that Barclays Bank UK Plc haven’t refunded money he lost as a result of a scam. Mr B is being represented by a claims management company but for ease of reading I’ll only refer to Mr B in my decision. What happened The detailed background to this c... (4 pages)View decision -
Decision Reference DRN-4206694
28 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4206694 The complaint Mr S complains that Nationwide Building Society will not refund transactions he says he didn’t make or authorise. What happened Mr S is disputing over £15,000 of transactions made from his Nationwide current account between August and November 2022. The transactio... (5 pages)View decision -
Decision Reference DRN-4579553
28 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4579553 Complaint Miss S is unhappy that Monzo Bank Ltd didn’t reimburse her after she fell victim to a scam. Background Miss S wanted to book a holiday in a caravan park for her family. She found a property advertised on a social media platform and contacted someone posing as the prop... (2 pages)View decision -
Decision Reference DRN-4671679
28 Mar 2024 Premier Benefit Solutions Limited Not upheldPensions and AnnuitiesDRN-4671679 The complaint Mr B complains that Premier Benefit Solutions Limited, trading as Premier Wealth Planning (“PWP”), inappropriately recommended, under an ‘abridged advice’ process, that he remain in his former employer’s defined benefit (DB) pension scheme. He argues that he is no... (10 pages)View decision
