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
-
Decision Reference DRN-4536274
26 Jan 2024 Zurich Assurance Ltd Not upheldInsuranceDRN-4536274 The complaint Mrs M and Mr M have complained about the settlement of a critical illness claim by Zurich Assurance Ltd. What happened The background to this complaint is well known to the parties so I won’t repeat it in detail here. In summary Zurich when settled a claim under a... (2 pages)View decision -
Decision Reference DRN-4348459
26 Jan 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4348459 The complaint Mr H complains that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim he made under sections 75 and 140 of the Consumer Credit Act 1974 in relation to a solar panel system (“the system”). What happened In April 2016, Mr H bought the system from a supplie... (4 pages)View decision -
Decision Reference DRN-4034493
26 Jan 2024 Interactive Investor Services Limited Not upheldInvestmentsDRN-4034493 The complaint Mrs U complains failings by Interactive Investor Services Limited (“Interactive”) allowed relatives to open and operate an account in her name without her permission and to reap the rewards of and withdraw funds from that account. Mrs U is assisted by a representa... (5 pages)View decision -
Decision Reference DRN-4546212
26 Jan 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4546212 The complaint Mr C complains that Scottish Widows Limited provided him with incorrect information about the value of his pension savings. And he says that delays in confirming the addition of a one-off contribution he made caused him to be unable to accept quotations regarding ... (4 pages)View decision -
Decision Reference DRN-4424350
26 Jan 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4424350 The complaint Ms K complains that Nationwide Building Society has not met its obligations in regard to transactions she made on her credit card to get out of a Timeshare type agreement. What happened In November 2019 Ms K talked with a company which said it provided Timeshare R... (4 pages)View decision -
Decision Reference DRN-4548358
26 Jan 2024 Aviva Insurance Limited UpheldInsuranceDRN-4548358 The complaint Mr B and Mrs T complain about how Aviva Insurance Limited has handled their claim for subsidence on their home insurance policy. Mr B and Mrs T have been represented by a third party throughout their complaint. However for ease, I’ve referred only to Mr B and Mrs ... (8 pages)View decision -
Decision Reference DRN-4524582
26 Jan 2024 Hiscox Insurance Company Limited Not upheldInsuranceDRN-4524582 The complaint Ms P complains about Hiscox Insurance Company Limited’s handling of a subsidence claim made on her buildings insurance policy. What happened Hiscox is the underwriter of Ms P’s policy, i.e. it’s the insurer. Part of this complaint concerns the actions of the agent... (4 pages)View decision -
Decision Reference DRN-4534197
26 Jan 2024 Pension Insurance Corporation plc Not upheldPensions and AnnuitiesDRN-4534197 The complaint Mr J complains that the Cash Equivalent Transfer Value (CETV) of his pension policy with Pension Insurance Corporation plc (Pension Insurance) fell by nearly 50% from April 2022 to February 2023. He thinks this is a mistake and it isn’t fair. He doesn’t accept Pen... (4 pages)View decision -
Decision Reference DRN-4518696
26 Jan 2024 ReAssure Limited Not upheldInsuranceDRN-4518696 The complaint Mr M complains that ReAssure Limited has failed to locate a mature savings plan migrated to it in 2020 from another provider. What happened The history of this complaint is well known to the parties, so I’ll give just a brief summary here. In January 2022, followi... (2 pages)View decision -
Decision Reference DRN-3629207
26 Jan 2024 First Holiday Finance Ltd Not upheldConsumer CreditDRN-3629207 The complaint Ms A, who is represented by a professional representative (“PR”) complains that First Holiday Finance Ltd (“FHF”) rejected her claims under the Consumer Credit Act (“CCA”) 1974 in respect of a holiday product. What happened In March 2009 Ms A, along with her ex-hu... (4 pages)View decision
