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-4485473
14 Feb 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4485473 The complaint Mr A complains Zopa Bank Limited lent irresponsibly by approving two loan applications he made. What happened Mr A applied for a loan of £10,000 over 36 months with Zopa in December 2016. The reason for the loan was given as debt consolidation. In his application,... (3 pages)View decision -
Decision Reference DRN-4593520
14 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4593520 The complaint Mr C has complained about the increase in premiums charged by Aviva Insurance Limited (‘Aviva’) in relation to his home insurance policy. What happened Mr C was unhappy that his home insurance had increased from just over £300 to £360 in 2023, which he considered ... (3 pages)View decision -
Decision Reference DRN-4337388
14 Feb 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4337388 The complaint Ms A complains that Revolut Ltd closed her account and returned her funds to source. She would like the funds returned and compensation for the impact. What happened Ms A had an account with Revolut. Ms A says she used the account to receive payments from selling ... (4 pages)View decision -
Decision Reference DRN-4615733
14 Feb 2024 Suffolk Life Pensions Limited UpheldPensions and AnnuitiesDRN-4615733 The complaint Mr B complains that Suffolk Life Pensions Limited (Suffolk Life) failed to process his Trustee Investment Plan (TIP) application in a timely manner. And didn’t inform him that it couldn’t process it within his existing Self-Invested Pension Plan (SIPP). He said th... (11 pages)View decision -
Decision Reference DRN-4608767
14 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4608767 The complaint Mr M complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) settled a claim under his motor insurance policy. What happened Mr M had a motor insurance policy with Admiral covering his car. He was involved in a collision with a third-party vehicle. T... (2 pages)View decision -
Decision Reference DRN-4417747
14 Feb 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4417747 The complaint Mr T and Mrs T are unhappy with Casualty & General Insurance Company (Europe) Ltd’s (CGICE) decision to decline a claim made for water ingress. What happened Mr T and Mrs T own a new build property which is covered by a new build latent defects policy. In 2020... (2 pages)View decision -
Decision Reference DRN-4614460
14 Feb 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4614460 The complaint Miss S is unhappy with the way in which Legal and General Assurance Society Limited handled a claim made for the terminal illness benefit under an increasing life insurance policy (‘the policy’). And its later decision to decline the claim, cancel the policy and r... (4 pages)View decision -
Decision Reference DRN-4614461
14 Feb 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4614461 The complaint Ms K is unhappy that Inter Partner Assistance SA (‘IPA’) turned down a claim made under the gadget cover section of her travel insurance policy (‘the policy’), which she’d paid to include as an optional extra. What happened The details of this complaint are well k... (3 pages)View decision -
Decision Reference DRN-4598984
14 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4598984 The complaint Mr B has complained that Aviva Insurance Limited unfairly declined a claim under his home insurance policy for storm damage. He’s also unhappy about the way it handled his claim. What happened On 22 July 2023 Mr B made a claim to Aviva after he found a small leak ... (2 pages)View decision -
Decision Reference DRN-4507141
14 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4507141 The complaint Mr B complains that Bank of Scotland plc trading as Halifax misadvised him concerning the transfer of funds from his ISA. What happened In August 2023 Mr B went into a branch of Halifax to request that the funds from his instant ISA saver be transferred into a fix... (3 pages)View decision
