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 360264 results
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Decision Reference DRN-5130330
20 Nov 2024 Marshmallow Insurance Limited Not upheldInsuranceDRN-5130330 The complaint Mr K complains that Marshmallow Insurance Limited have cancelled his insurance policy. What happened Mr K took out a car insurance policy with Marshmallow in June 2023. He provided them with proof of his no claims discount (NCD) from overseas, and it was accep... (2 pages)View decision -
Decision Reference DRN-5051941
20 Nov 2024 My Pension Expert Limited Not upheldPensions and AnnuitiesDRN-5051941 The complaint Mr C complains that My Pension Expert Limited (MPE) caused avoidable delays when it was arranging his annuity. He believes this led to him receiving a lower annuity and Tax-Free Cash (TFC) from his pension funds. Mr C has also complained to MPE about the suitab... (8 pages)View decision -
Decision Reference DRN-4816172
20 Nov 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4816172 The complaint Mr D says that building work on his home was not completed to a satisfactory standard. Because he used his credit card, issued by Tesco Personal Finance PLC, to pay part of the price for the work, he says that it is liable, along with the builder. What happened... (3 pages)View decision -
Decision Reference DRN-4990484
20 Nov 2024 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-4990484 The complaint N – a limited company – is complaining about the way Arthur J. Gallagher Insurance Brokers Limited (‘AJG’) handled the renewal of its commercial property insurance policy. What happened N is a management company that part-manages a block of flats. Part of its r... (3 pages)View decision -
Decision Reference DRN-5098158
20 Nov 2024 Aldermore Bank Plc Not upheldBanking and PaymentsDRN-5098158 The complaint Mrs H complains that Aldermore Bank Plc caused her ISA transfer to be delayed which resulted in lost interest. What happened Mrs H says she opened an ISA online on 28 March 2024 but was later told she needed to complete a transfer form. This was emailed to Ald... (2 pages)View decision -
Decision Reference DRN-4996266
20 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4996266 The complaint Mrs S is unhappy with how Aviva Insurance Limited (Aviva) handled a claim made under her HomeServe policy. Any references to Aviva include their agents. What happened In June 2021, Mrs S contacted Aviva about a blocked drain. Aviva arranged for a contractor t... (3 pages)View decision -
Decision Reference DRN-5085277
20 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5085277 The complaint Mrs D complains that NewDay Ltd trading as Aqua lent to her irresponsibly. What happened Mrs D applied for a credit card with NewDay. NewDay approved the application and gave Mrs D a credit card with an initial credit limit of £1,200. The credit limit was incre... (4 pages)View decision -
Decision Reference DRN-5156417
20 Nov 2024 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5156417 The complaint Mr and Mrs S are unhappy that Great Lakes Insurance UK Limited declined a claim they made on their travel insurance policy. What happened Mr and Mrs S were on a multi destination holiday. In October 2023 they were due to travel across the border to Israel by ro... (3 pages)View decision -
Decision Reference DRN-5112268
20 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5112268 The complaint Miss G complains that U K Insurance Limited unfairly cancelled her van insurance policy. What happened Miss G had a van that she used for her business. She had it insured with UKI. Miss G agreed to pay the premium by instalments on direct debit (“DD”) from her... (3 pages)View decision -
Decision Reference DRN-5025580
20 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5025580 The complaint Mrs G is unhappy that Aviva Insurance Limited has declined a claim she made on her private medical insurance policy. What happened Mrs G is a member of a group private medical insurance policy. She joined the scheme in 2019 and was asked to complete some questi... (3 pages)View decision
