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-5386873
11 Mar 2025 Everyday Lending Limited UpheldConsumer CreditDRN-5386873 The complaint Mrs H has complained about a loan Everyday Lending Limited trading as Everyday Loans provided to her. She says the loan was unaffordable and therefore shouldn’t have been given to her. What happened Mrs H enquired about a loan of £1,000 with Everyday Loans. She... (4 pages)View decision -
Decision Reference DRN-5165688
11 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5165688 The complaint Mr and Mrs W complain Aviva Insurance Limited handled their subsidence claim, made against a residential property owners insurance policy, poorly. Aviva’s been represented by agents for the claim at points. For simplicity I’ve generally referred to the represe... (3 pages)View decision -
Decision Reference DRN-5306472
11 Mar 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5306472 The complaint Mr I is unhappy that Haven Insurance Company Limited refused to fully settle a claim he made for accidental water damage to his property. What happened Mr I held a home insurance policy with Haven which was incepted in August 2023. In February 2024, Mr I’s prop... (3 pages)View decision -
Decision Reference DRN-5338426
11 Mar 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5338426 The complaint Mr H has complained, via his representatives, about a transfer of his personal pension held with Scottish Equitable, trading as Aegon (‘Aegon’) to a small self-administered scheme (‘SSAS’), which completed in April 2016. Most of Mr H’s SSAS was subsequently use... (12 pages)View decision -
Decision Reference DRN-5323366
11 Mar 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5323366 The complaint Mr R complains about Highway Insurance Company Limited’s handling of a windscreen claim under his car insurance policy. Highway has been represented on the claim and complaint by its agents. For simplicity, at points, I’ve referred to the actions of Highway’s a... (3 pages)View decision -
Decision Reference DRN-5291119
11 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5291119 The complaint Mr N is unhappy with the valuation figure Admiral Insurance (Gibraltar) Limited (Admiral) offered after he made a claim under his motor insurance policy. What happened In September 2024 Mr N’s car was stolen from outside his home. He reported the claim to Admi... (2 pages)View decision -
Decision Reference DRN-5386977
11 Mar 2025 Select Contracts Uk Limited UpheldConsumer CreditDRN-5386977 The complaint Miss R is unhappy that she was paying for a car maintenance package following a car order cancellation. She is also unhappy with the overall customer service she received from Select Contracts UK Limited (‘SCL’). When I refer to what Miss R or SCL have said or... (4 pages)View decision -
Decision Reference DRN-5338433
11 Mar 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5338433 The complaint Mr H has complained, via his representatives, about a transfer of his group personal pension held with Aviva Life & Pensions UK Limited (‘Aviva’) to a small self-administered scheme (‘SSAS’), which completed in March 2016. Most of Mr H’s SSAS was subsequent... (12 pages)View decision -
Decision Reference DRN-5346695
11 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5346695 The complaint Mr D is unhappy that Nationwide Building Society didn’t offer him the option of verifying the authenticity of a transaction he wanted to make via Nationwide’s mobile banking app. What happened Mr D was overseas and attempted to make a purchase using his Nationw... (2 pages)View decision -
Decision Reference DRN-5367485
11 Mar 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5367485 The complaint Mr W complains about the way American Express Services Europe Limited (AESEL) (Amex) administered his accounts and the information it’s recorded on his credit file. What happened The background to Mr W’s complaint and my initial conclusions were set out in a pr... (6 pages)View decision
