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-4626182
21 Feb 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4626182 The complaint Mr K and Mrs G complain about the lack of communication from Aviva Life & Pensions UK Limited when their life and critical illness policy came to an end. They found they didn’t have any cover in place when Mrs G later fell ill and attempted to claim on the pol... (5 pages)View decision -
Decision Reference DRN-4634402
21 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4634402 The complaint Mr S complains about how Barclays Bank UK PLC handled a claim he made to it. What happened The background facts of this case are well known to the parties so I will only cover these briefly here. Mr S purchased home heating fixtures from a supplier using his debit... (3 pages)View decision -
Decision Reference DRN-4531447
21 Feb 2024 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-4531447 The complaint Mrs S says Tandem Personal Loans Ltd, trading as Oplo, irresponsibly lent to her. She took the loan out with Oplo Personal Loans Ltd which subsequently became Tandem. What happened Mrs S took out a 72-month instalment loan from Oplo on 3 November 2022. It was for... (4 pages)View decision -
Decision Reference DRN-4630507
21 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4630507 The complaint Mr T complains that NewDay Ltd failed to collect his direct debits in line with his instructions which led to missed payments and adverse entries on his credit file. He’s also unhappy with the time taken to resolve the issue. What happened I issued my provisional ... (3 pages)View decision -
Decision Reference DRN-4517032
21 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4517032 The complaint Mrs A complains that Santander UK Plc (“Santander”) didn’t do enough to help her recover money when she didn’t receive a service she paid for using her Santander debit card. What happened In July 2021 Mrs A bought a funeral plan from a supplier I’ll call O. She pa... (3 pages)View decision -
Decision Reference DRN-4602962
21 Feb 2024 esure Insurance Limited Not upheldInsuranceDRN-4602962 The complaint Mr and Mrs P have complained that esure Insurance Limited wasn’t clear enough in a phone call about whether costs they paid for Trace and Access would be covered under their home buildings insurance policy. What happened Mrs P contacted esure in November 2022 abou... (3 pages)View decision -
Decision Reference DRN-4614943
21 Feb 2024 CIGNA Europe Insurance Company SA-NV Not upheldInsuranceDRN-4614943 The complaint Mr W complains that CIGNA Europe Insurance Company SA-NV (CIGNA) has withdrawn his personal healthcare policy from the market. What happened Mr W took out a personal healthcare policy with CIGNA in 1987. The policy provided, as well as well what’s listed in the te... (3 pages)View decision -
Decision Reference DRN-4635440
21 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4635440 The complaint Mr S and Mrs S complain about delays in Advantage Insurance Company Limited’s handling of their home insurance claim. What happened The background to this complaint is well known to both parties, so I’ll provide only a very brief description here. Mr S and Mrs S h... (4 pages)View decision -
Decision Reference DRN-4608329
21 Feb 2024 U K Insurance Limited Not upheldInsuranceDRN-4608329 The complaint Ms H complains U K Insurance Limited trading as Direct Line Home Insurance (UKI) unfairly declined an accidental damage claim under a buildings insurance policy. Ms H is being represented by Mr C in bringing this complaint, but for ease of reading I’ll refer in th... (3 pages)View decision -
Decision Reference DRN-4576257
21 Feb 2024 Countrywide Assured Plc Not upheldPensions and AnnuitiesDRN-4576257 The complaint Mr L complains that, as Countrywide Assured plc (Countrywide) no longer offer annuities, he’ll have to transfer his pension fund to another provider. Mr L is also unhappy that payments won’t be backdated to his selected retirement date (SRD). What happened Mr L ha... (5 pages)View decision
