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 365360 results
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Decision Reference DRN-4517090
16 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4517090 The complaint Mr and Mrs W are unhappy with the settlement esure Insurance Limited offered for their storm damage claim. Mr and Mrs W jointly held buildings insurance underwritten by esure. For ease of reading, I’ll refer only to Mr W throughout my decision. What happened The b... (3 pages)View decision -
Decision Reference DRN-4325550
16 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4325550 The complaint Mr B is unhappy that National Westminster Bank Plc (“NatWest”) will not refund the money he lost as the result of a scam. Mr B has used a representative to bring his complaint to this service. For ease, I will refer solely to Mr B throughout this decision. What ha... (6 pages)View decision -
Decision Reference DRN-4577738
16 Feb 2024 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-4577738 The complaint Mr R complains that Bank of Ireland’s (BOI) online system didn’t allow him to carry out a product switch online when it should’ve done. He feels he missed out on obtaining a more favourable rate as a result. What happened Mr R has a number of Buy-to-Let (BTL) prop... (4 pages)View decision -
Decision Reference DRN-4626884
16 Feb 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4626884 The complaint Mr A complains about the sale of a timeshare. He says that Mitsubishi HC Capital UK Plc (who I’ll call Mitsubishi) financed the purchase and that he therefore has claims against it. Mr A has brought his complaint through a representative, so references to his subm... (4 pages)View decision -
Decision Reference DRN-4336632
16 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4336632 The complaint Ms B is unhappy with how Aviva Insurance Limited has recorded a claim made under her home insurance policy. What happened The background to this complaint is well known to Ms B and Aviva and has been ongoing for a long period of time. Ms B made a claim under her h... (3 pages)View decision -
Decision Reference DRN-4627363
16 Feb 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4627363 The complaint Mr N complains that Fairmead Insurance Limited (Fairmead) declined a claim made under his landlord’s property insurance policy. Where I’ve referred to Fairmead, this also includes any actions or communication by agents acting on their behalf. What happened Mr N ow... (5 pages)View decision -
Decision Reference DRN-4622737
16 Feb 2024 Building Block Insurance PCC Ltd Not upheldInsuranceDRN-4622737 The complaint Mr A has complained about Building Block Insurance PCC Ltd. He isn’t happy that it turned down a claim under his breakdown insurance policy after his motorbike broke down. For ease of reading any reference to Building Block includes the call handlers and agents ac... (2 pages)View decision -
Decision Reference DRN-4268406
16 Feb 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4268406 The complaint Mr P complains that TSB Bank PLC (TSB) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr P was introduced to ... (3 pages)View decision -
Decision Reference DRN-4620477
16 Feb 2024 Sesame Limited UpheldPensions and AnnuitiesDRN-4620477 The complaint Mr K complains about the advice Sesame Limited gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a financial loss. Professi... (4 pages)View decision -
Decision Reference DRN-4372414
16 Feb 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4372414 The complaint Mr A complains that Tandem Personal Loans Limited, trading as Oplo, won’t refund to him the money that he paid for some holiday club membership credits. He’s being represented in his complaint by a claims management company. What happened Mr A and his wife entered... (6 pages)View decision
