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 380824 results
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Decision Reference DRN-4942199
16 Oct 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4942199 The complaint Mrs P complains that Domestic and General Insurance Plc (D&G) collected premiums for a household warranty policy she didn’t agree to. Mrs P is represented by her daughter Ms W. What happened Mrs P changed bank accounts in 2023. She and Ms W noticed a paymen... (2 pages)View decision -
Decision Reference DRN-4973944
16 Oct 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4973944 The complaint Mr R complains that Aviva Life & Pensions UK Limited (Aviva) provided him with incorrect annuity rates. He therefore feels that he’s been disadvantaged and that he’s receiving a lower annuity amount than he should be. To put things right, Mr R would like Av... (6 pages)View decision -
Decision Reference DRN-5086551
16 Oct 2024 MBNA Limited Not upheldBanking and PaymentsDRN-5086551 The complaint Miss M complains MBNA Limited have acted unfairly by not refunding the payment she made for flights using her credit card. What happened In August 2023, Miss M used an Introducer website, that I’ll refer to as Company E, to book return flights from London to S... (5 pages)View decision -
Decision Reference DRN-4898259
16 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-4898259 The complaint Ms d complains about how esure Insurance Limited (“esure”) handled her claim for damage caused by a third-party driver. What happened Ms d had a motor insurance policy with esure covering her car on a third party fire & theft basis (“TPFT”). In September 20... (2 pages)View decision -
Decision Reference DRN-5004295
16 Oct 2024 RESOLVECALL LIMITED Not upheldConsumer CreditDRN-5004295 The complaint Mr B has complained about RESOLVECALL LIMITED’s contact regarding a debt. What happened This complaint surrounds a mail order account. The debt owner asked Resolvecall to collect the debt on their behalf. Resolvecall are a regulated debt collection agency. Reso... (3 pages)View decision -
Decision Reference DRN-4926328
16 Oct 2024 AIG Life Limited Not upheldInsuranceDRN-4926328 The complaint Ms J is unhappy that AIG Life Limited proportionately settled a claim made under a joint life term assurance plan she had with Mr W (‘the policy’), after Mr W sadly died. What happened The details of this complaint are well known to both parties, so I won’t re... (2 pages)View decision -
Decision Reference DRN-5046943
16 Oct 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5046943 The complaint Miss O complains that Tesco Personal Finance PLC unfairly applied interest charges to a balance transfer she had made to a credit card account she held with it What happened In January 2023 Miss O applied for a balance transfer credit card account with Tesco. T... (4 pages)View decision -
Decision Reference DRN-5061576
16 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5061576 The complaint Miss W complains about the way esure Insurance Limited has handled her claim under her motor insurance policy. What happened In February 2023, Miss W took out insurance cover with esure for her car. In October 2023, her car was stolen and so she made a claim. ... (4 pages)View decision -
Decision Reference DRN-5086387
16 Oct 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-5086387 The complaint Mr P (on behalf of a limited company which I’ll call H) has complained that Prepay Technologies Ltd (trading as “Mettle”) failed to protect H from falling victim to an impersonation scam. What happened The background of this complaint is already known to both... (3 pages)View decision -
Decision Reference DRN-5086199
16 Oct 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5086199 The complaint Ms D complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) unfairly declined a claim under her pet insurance policy. Where I refer to C&G, this includes the actions of its agents and claims handlers for which it takes responsibil... (4 pages)View decision
