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-4412449
19 Jan 2024 Allied Irish Banks Plc UpheldBanking and PaymentsDRN-4412449 The complaint Mr S has complained that Allied Irish Banks Plc (“AIB”) has not honoured a liability he says arises out of a claim made under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened In November 2015, Mr S said he was called by someone who said they could... (8 pages)View decision -
Decision Reference DRN-4527120
19 Jan 2024 West Bay Insurance Plc UpheldInsuranceDRN-4527120 The complaint Mrs S complains about how West Bay Insurance Plc (“West Bay”) dealt with a claim for repairs she made on her car insurance policy. Any reference to West Bay includes its agents. What happened Mrs S has motor insurance with West Bay. After a day out ... (4 pages)View decision -
Decision Reference DRN-4556817
19 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4556817 The complaint Mrs G complains that the settlement payment provided by Admiral Insurance (Gibraltar) Limited (Admiral) is too low, following the theft of her car under her motor insurance policy. What happened Mrs G’s car was stolen in September 2022. She made a claim to Admiral... (4 pages)View decision -
Decision Reference DRN-4547042
19 Jan 2024 Great Lakes Reinsurance (UK) SE Not upheldInsuranceDRN-4547042 The complaint Mrs H’s complaint is about a claim she made on her Great Lakes Reinsurance (UK) SE (‘Great Lakes’) legal expenses insurance policy, during which Great Lakes withdrew funding. Mrs H feels that Great Lakes treated her unfairly. All references to Great Lakes in this ... (3 pages)View decision -
Decision Reference DRN-4367886
19 Jan 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4367886 The complaint Mr G complained that Aviva Life & Pensions UK Limited (Aviva) processed a pension withdrawal he requested in the tax year 2023/24 rather than the tax year 2022/23, as he had requested. He believes he has consequently suffered a tax loss of c£1,500 as a result.... (3 pages)View decision -
Decision Reference DRN-4478732
19 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4478732 The complaint Mr M complains that Barclays Bank UK PLC failed to properly deal with a claim of fraud. What happened Mr M raised an issue with Barclays concerning a payment made from another merchant who I’ll refer to as Z. This was a loan payment made to Mr M’s Barclays account... (2 pages)View decision -
Decision Reference DRN-4569925
19 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4569925 The complaint Mr R complains that British Gas Insurance Limited (British Gas) misdiagnosed his boiler as non-repairable, and this resulted in him purchasing a new boiler. He also complains that his policy was cancelled by British Gas, and they didn’t handle his complaint approp... (5 pages)View decision -
Decision Reference DRN-4191881
19 Jan 2024 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-4191881 The complaint Mr C has complained about the maturity value of his Scottish Friendly Assurance Society Limited (‘Scottish Friendly’) with-profits savings policy. He said he was told just before the policy was due to mature that it would provide £8,128 at maturity. However, when ... (3 pages)View decision -
Decision Reference DRN-4376086
19 Jan 2024 Investec Wealth & Investment Limited Not upheldPensions and AnnuitiesDRN-4376086 The complaint Mr M complains with the help of professional representatives that Investec Wealth & Investment Limited (Investec) should have treated him differently due to his vulnerability and not allowed him to transfer his pension. What happened In early 2020, Mr M said a... (10 pages)View decision -
Decision Reference DRN-4313993
19 Jan 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4313993 The complaint Mr R has complained to us about the way in which BMW (UK) Limited trading as Alphera Financial Services administered an agreement. What happened In May 2022 Mr R and Alphera entered into a hire purchase agreement for a car. The monthly payments were set at £935.77... (3 pages)View decision
