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 347829 results
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Decision Reference DRN-5043787
26 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5043787 The complaint Mr B is unhappy with the way Admiral Insurance (Gibraltar) Limited handled a claim made on his ‘gold’ travel insurance policy (‘the policy’). He also says the terms of the policy relied on to only cover part of his claim are unfair and misleading. What happene... (4 pages)View decision -
Decision Reference DRN-4867714
26 Sep 2024 HCC International Insurance Company Plc Not upheldInsuranceDRN-4867714 The complaint Mr M has complained that HCC International Insurance Company Plc trading as Tokio Marine HCC (HCC) declined a claim under his marine insurance policy. What happened The background to this complaint is not in dispute. In March 2023 Mr M was told by harbour staff... (3 pages)View decision -
Decision Reference DRN-5041837
26 Sep 2024 Curtis Banks Limited UpheldPensions and AnnuitiesDRN-5041837 The complaint In July 2023 Mr S instructed a change of management for his Curtis Banks Limited (‘CBL’) Self-Invested Personal Pension (‘SIPP’). His instruction was to cancel the management service previously provided by Charles Stanley (‘CS’) and to appoint Close Brothers (‘... (7 pages)View decision -
Decision Reference DRN-5038438
26 Sep 2024 Lendable Ltd Not upheldBanking and PaymentsDRN-5038438 The complaint Mr W complains about a credit limit increase email he received from Lendable Ltd trading as Zable. He’s also unhappy with how it handled his complaint. What happened In August 2023, Zable sent Mr W an email saying he could be eligible for a cre... (2 pages)View decision -
Decision Reference DRN-5043591
26 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-5043591 The complaint Mr M complains Aviva Insurance Limited (Aviva) unfairly settled his claim on his motor insurance policy, There are several parties and representatives of Aviva involved throughout the complaint but for the purposes of this complaint I’m only going to refer to ... (3 pages)View decision -
Decision Reference DRN-4930371
25 Sep 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4930371 The complaint Mr S complains about the service he received from American Express Services Europe Limited (“AESEL”) when he contacted them to pay the balance on his account. What happened Mr S held an American Express Platinum Cashback Credit Card. On 6 June 2024 he called AE... (2 pages)View decision -
Decision Reference DRN-4892098
25 Sep 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4892098 The complaint Mrs B complains about AXA Insurance UK Plc’s handling of a claim she made under her home insurance policy. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As AXA has accepted it is accountable ... (5 pages)View decision -
Decision Reference DRN-4717044
25 Sep 2024 EE Limited Not upheldConsumer CreditDRN-4717044 The complaint Mr T has complained about the way EE Limited administered a fixed sum loan agreement he’d taken out to buy a phone. What happened In April 2022 Mr T bought a new phone using an interest free fixed sum loan agreement with EE. The phone cost £962 and Mr T paid a... (3 pages)View decision -
Decision Reference DRN-5043383
25 Sep 2024 Klarna Bank AB (publ) UpheldConsumer CreditDRN-5043383 The complaint Mr F complains Klarna Bank AB (publ) (Klarna) failed to report the settlement of his account to the credit reference agencies (CRAs) in a timely fashion. He’s also unhappy they failed to acknowledge and deal with his complaint promptly. What happened On 7 Octob... (3 pages)View decision -
Decision Reference DRN-5041791
25 Sep 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5041791 The complaint Mr U complains that in 2015, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted his Self-Invested Personal Pension (‘SIPP’) application and his application... (36 pages)View decision
