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 342791 results
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Decision Reference DRN-4782356
3 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4782356 The complaint Miss B and Mr N are unhappy that Aviva Insurance Limited proportionately reduced the settlement for a claim they made after their home was burgled. What happened Miss B and Mr N held a home insurance policy with Aviva which was incepted in July 2022. In April 2023... (4 pages)View decision -
Decision Reference DRN-4485269
3 Jul 2024 Billing Finance Limited Not upheldConsumer CreditDRN-4485269 The complaint Mr P complains about the quality of a car supplied on finance by Billing Finance Limited (‘BF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. BF supplie... (3 pages)View decision -
Decision Reference DRN-4857707
3 Jul 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4857707 The complaint Mr E says MBNA Limited irresponsible lent to him. What happened Mr E took out a credit card from MBNA in October 2019. It gave him a £3,800 credit limit that it reduced to £3,400 in November 2022. Mr E says when he applied online for the credit card his mental cap... (3 pages)View decision -
Decision Reference DRN-4887961
3 Jul 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4887961 The complaint Mrs P and Mr S complain that Haven Insurance Company Limited unfairly declined their motor insurance claim and cancelled their policy. What happened In April 2023, Mr S took out a motor insurance policy with Haven with Mrs P as a named driver. The policy was taken... (3 pages)View decision -
Decision Reference DRN-4830468
3 Jul 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4830468 The complaint H, a limited company, complains Royal & Sun Alliance Insurance Limited turned down a claim it made on its business protection insurance policy. What happened H operates a hydro power plant. In January 2020 it took out insurance with RSA which included cover fo... (4 pages)View decision -
Decision Reference DRN-4887722
3 Jul 2024 Society of Lloyd's Not upheldInsuranceDRN-4887722 The complaint Mr D and Mrs T complain that Society of Lloyd’s (SoL) declined a subsidence claim made under their unoccupied property insurance policy. Where I’ve referred to SoL, this includes the underwriting syndicate which actually provides the cover under Mr D and Mrs T’s p... (6 pages)View decision -
Decision Reference DRN-4773826
3 Jul 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4773826 The complaint Mr D complains that Accredited Insurance (Europe) Ltd (“Accredited”) said it would pay a proportion of a claim under his car insurance policy because he’d misrepresented his annual mileage. What happened Mr D had a motor insurance policy with Accredited covering h... (3 pages)View decision -
Decision Reference DRN-4879103
3 Jul 2024 Golden Leaves Ltd Not upheldFuneral Planning ServicesDRN-4879103 The complaint Mrs H complains that Golden Leaves Ltd mis-sold her a funeral plan. What happened To summarise, in April 2022, Mrs H bought a Golden Leaves Silver funeral plan. The plan was sold by a third party and Mrs H chose to pay for it over 12 months. Overall, her plan cost... (3 pages)View decision -
Decision Reference DRN-4743984
3 Jul 2024 Financial Administration Services Limited UpheldPensions and AnnuitiesDRN-4743984 The complaint Ms W is unhappy with the delay she feels Financial Administration Services Limited (FASL) is responsible for in the transfer of her Pension Sharing Order (PSO) from a provider I’ll refer to as provider R to it. What happened Annexes to two PSOs dated 16 September ... (4 pages)View decision -
Decision Reference DRN-4674442
3 Jul 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4674442 The complaint Mr J complains that HSBC UK Bank Plc trading as first direct mis-sold him a loan and didn’t make reasonable adjustments given his circumstances. What happened Mr J applied for a £4,000 loan from First Direct in September 2022 and this was agreed on 7 October 2022.... (3 pages)View decision