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-4589760
12 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4589760 The complaint Mrs A complains esure Insurance Limited hasn’t offered a fair value for her car following it being written off after an accident. What happened The details of the claim are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise the ... (3 pages)View decision -
Decision Reference DRN-4616519
12 Feb 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4616519 The complaint Mr R complains about the handling of his claim for storm damage by Liverpool Victoria Insurance Company Limited (LV), under his home buildings insurance policy. What happened In 2021 a storm caused damage to the roof of an outbuilding on Mr R’s property. He made a... (4 pages)View decision -
Decision Reference DRN-4224364
12 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4224364 The complaint Mr C complains that Barclays Bank UK PLC is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The background of this comp... (3 pages)View decision -
Decision Reference DRN-4495083
12 Feb 2024 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-4495083 The complaint Mr N has complained about the actions of Harbour Rock Capital Limited (trading as Portafina). He says, in brief, that Portafina failed to provide a professional advice service in relation to the potential transfer of his defined benefit (DB) occupational pension. ... (3 pages)View decision -
Decision Reference DRN-4616491
12 Feb 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4616491 The complaint Mr C has complained about his property insurer Accredited Insurance (Europe) Ltd (AIE) regarding a claim made when a water leak was found at his home. What happened In July 2023 Mr C found the wall behind the washing machine, with the bathroom on the other side, w... (5 pages)View decision -
Decision Reference DRN-4598317
12 Feb 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4598317 The complaint Mr S complains about the time it took Aviva Life & Pensions UK Limited to update his change of address. What happened Mr S notified Aviva by email in September 2022 that he had a new address and no longer resided in the United Kingdom. In late November 2022 Av... (3 pages)View decision -
Decision Reference DRN-4615582
12 Feb 2024 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-4615582 The complaint Mr C complains that Studio Retail Limited (“Studio”), formerly Frasers Group Financial Services Limited, was wrong to increase the interest rate on his account and irresponsibly lent to him. He has asked for the account to have the interest frozen so that he can p... (3 pages)View decision -
Decision Reference DRN-4603375
12 Feb 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4603375 The complaint Mr R has complained that Legal and General Assurance Society Limited has used an incorrect expiry date for his income protection claim. What happened The background to this complaint is well known to the parties so I won’t repeat it in detail here. In summary Mr R... (2 pages)View decision -
Decision Reference DRN-4480464
12 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4480464 The complaint Mr S complains that Barclays Bank UK PLC lost some deeds and documents which he had deposited with it for safe keeping. What happened In September 2023, Mr S visited a branch of Barclays to ask for some deeds and documents relating to his property which he said ha... (2 pages)View decision -
Decision Reference DRN-4584461
12 Feb 2024 Moneysupermarket.com Financial Group Limited Not upheldInsuranceDRN-4584461 The complaint Mr R’s complaint relates to a travel insurance policy he took out through Moneysupermarket.com Financial Group Limited. (MSM) What happened Mr R was looking to take out a travel insurance policy and used MSM’s website to compare quotes from different providers. MS... (2 pages)View decision
