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 367300 results
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Decision Reference DRN-5153357
18 Dec 2024 Admiral Insurance Company Limited UpheldInsuranceDRN-5153357 The complaint Mr H complains about damage to a wheel on his vehicle while it was in for repair under a claim to Admiral Insurance Limited (Admiral) on his motor insurance policy. References to Admiral in this decision include their agents. What happened In October 2023 Mr ... (4 pages)View decision -
Decision Reference DRN-5220644
18 Dec 2024 One Call Insurance Services Limited Not upheldInsuranceDRN-5220644 The complaint Mr H is unhappy One Call Insurance Services Limited (One Call) automatically renewed his car insurance policy. What happened Mr H took out car insurance with One Call in May 2020. The policy was due for renewal in May 2021. Mr H says he called One Call before ... (3 pages)View decision -
Decision Reference DRN-5174620
18 Dec 2024 K G J Insurance Brokers (Stourbridge) Limited Not upheldInsuranceDRN-5174620 The complaint Mr and Mrs D complained that their broker K G J Insurance Brokers (Stourbridge) Limited (“KGJ”) mis-sold them a home insurance policy. Mr and Mrs D has representation for this complaint, but for ease and simplicity, I’ll only refer to Mr and Mrs D. What happene... (2 pages)View decision -
Decision Reference DRN-5218699
18 Dec 2024 Countrywide Assured Plc Not upheldPensions and AnnuitiesDRN-5218699 The complaint Mr B has complained about a transfer from his Sanlam personal pension to a small self- administered scheme (“SSAS”) in January 2015. Mr B’s SSAS was used to invest in a number of non-standard investments that have since failed. Countrywide Assured Plc is now re... (14 pages)View decision -
Decision Reference DRN-5220591
18 Dec 2024 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5220591 The complaint Mr V2 - representing the estate of Mr V1 - complains about several issues he faced when he took out a home insurance policy for Mr V1’s estate through Arthur J. Gallagher Insurance Brokers Limited (“Gallagher”). What happened In January 2024 Mr V2 took out a h... (4 pages)View decision -
Decision Reference DRN-4961212
18 Dec 2024 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-4961212 The complaint Mr M complains that Legal and General Assurance Society Limited (L&G) delayed setting up an annuity, causing the quoted annuity rate to be lost. He wants the original rate honoured. What happened Mr M had a pension with Aegon and wanted to take his benefit... (4 pages)View decision -
Decision Reference DRN-5177227
18 Dec 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5177227 The complaint Mr T complains about Advantage Insurance Company Limited’s handling of his car insurance claim. Advantage has been represented by its agents during the claim. All references to Advantage include its agents. What happened In February 2024, Mr T was involved in a... (4 pages)View decision -
Decision Reference DRN-5176970
18 Dec 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5176970 The complaint Miss S has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss S opened an account with Kroo. She initially expected to use this to send money overseas but didn’t actually use the... (2 pages)View decision -
Decision Reference DRN-5220311
18 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5220311 The complaint Mr M complains that HSBC Bank Plc blocked his account for around seven months and that it has not returned the full account balance to him. What happened On 31 October 2023 Mr M received a payment of £9,250 into his account. The payment was from a UK company, w... (2 pages)View decision -
Decision Reference DRN-5137265
18 Dec 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5137265 The complaint Miss M has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss M was asked by a friend if they’d open an account with Kroo and allow them to use it. Miss M was only 18 and didn’t ... (3 pages)View decision
