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 342371 results
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Decision Reference DRN-4686550
5 Jul 2024 Western Provident Association Limited Not upheldInsuranceDRN-4686550 The complaint Mr W complains that Western Provident Association Limited (WPA) has unfairly refused to meet two claims made on his medical insurance policy. What happened Mr W has a private medical policy with WPA, that he took out in early 2023. It covers the cost of various tr... (2 pages)View decision -
Decision Reference DRN-4835355
5 Jul 2024 Grove & Dean Ltd Not upheldInsuranceDRN-4835355 The complaint Mr B complains about the level of service provided by Grove and Dean Ltd when administering his motor insurance policy. He wants £100 compensation for his trouble and upset. What happened Mr B called Grove and Dean about his policy but was kept on hold for 45 min... (2 pages)View decision -
Decision Reference DRN-4886239
5 Jul 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4886239 The complaint Mrs and Mr H are unhappy that Royal & Sun Alliance Ltd (RSA) offered a settlement for part of their claim, but then withdrew the offer and declined the full claim. Mrs and Mr H jointly held building and contents insurance underwritten by RSA. For ease of readi... (5 pages)View decision -
Decision Reference DRN-4812033
5 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4812033 The complaint M, a limited company, complains that Lloyds Bank Plc unreasonable withheld funds from their merchant acquiring account. What happened M is represented by Ms S, a director of the business. The facts of this case are well known to both parties, so I will mention the... (2 pages)View decision -
Decision Reference DRN-4879672
5 Jul 2024 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4879672 The complaint Mr and Mrs O complained to First Holiday Finance Ltd (FHF) about the sale of a timeshare it had financed and say that FHF acted unfairly and unreasonably as a result. What happened On 19 August 2016 (‘the Time of Sale’) Mr and Mrs O bought a timeshare membership f... (6 pages)View decision -
Decision Reference DRN-4890836
5 Jul 2024 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-4890836 The complaint Mrs R has complained about the transfer of her The Sun Life Mutual Insurance Society Limited (Sun Life) personal pension to a small self-administered scheme (“SSAS”) in December 2014. Mrs R’s SSAS was subsequently used to invest in a commercial overseas property i... (12 pages)View decision -
Decision Reference DRN-4868723
5 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4868723 The complaint Mr A, who is represented by a third party, complains that NewDay Ltd (“NewDay”), trading as Aqua, irresponsibly granted him a credit card account he couldn’t afford to repay. What happened Mr A entered into an agreement with NewDay to have access to credit by way ... (3 pages)View decision -
Decision Reference DRN-4874978
5 Jul 2024 Black Horse Limited UpheldConsumer CreditDRN-4874978 The complaint Miss C complains about the quality of car she acquired under a hire purchase agreement (“agreement”) with Black Horse Limited trading as Land Rover Financial Services (“LRFS”). What happened In June 2021 Miss C entered into an agreement with LRFS for a new car cos... (9 pages)View decision -
Decision Reference DRN-4819791
5 Jul 2024 U K Insurance Limited Not upheldInsuranceDRN-4819791 The complaint Mrs S and Mr S’s complaint is about U K Insurance Limited’s handling of a claim made under the legal expenses section of their home insurance policy. Mrs S has been the main correspondent on the complaint, so I will refer to Mrs S throughout the decision. What hap... (6 pages)View decision -
Decision Reference DRN-4820765
5 Jul 2024 Essential Finance Group Management Limited UpheldInsuranceDRN-4820765 The complaint Mrs C complains that Essential Finance Group Management Limited mis-sold her a life and critical illness policy. Mrs C says Essential should have disclosed that she was awaiting a colonoscopy, when it applied for the policy on her behalf. What happened The history... (4 pages)View decision