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 367928 results
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Decision Reference DRN-5137819
30 Dec 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5137819 The complaint Mr S has complained that Aviva Life & Pensions UK Limited (‘Aviva’) unfairly declined his claim. What happened Mr S has a group income protection policy with a 26 week deferred (waiting) period, underwritten by Aviva. Mr S became absent from work in Novembe... (2 pages)View decision -
Decision Reference DRN-4731826
30 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4731826 The complaint Miss F has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to an employment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summa... (5 pages)View decision -
Decision Reference DRN-5196698
30 Dec 2024 BW SIPP LLP UpheldPensions and AnnuitiesDRN-5196698 The complaint Mr H’s complaint is about his Self-Invested Personal Pension (‘SIPP’), previously administered by BW SIPP LLP (‘BW’). His complaint mainly presents the following claims – BW’s failure to communicate corporate notices it received in May and June 2023, for his... (12 pages)View decision -
Decision Reference DRN-5154807
30 Dec 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5154807 The complaint Mr B is unhappy with the service he’s received from Aviva Life & Pensions UK Limited after making a claim on his life and critical illness policy (‘the policy’). What happened In or around September 2023, Mr B made a claim on the policy for the critical il... (2 pages)View decision -
Decision Reference DRN-5167308
30 Dec 2024 Wakam UpheldInsuranceDRN-5167308 The complaint Mr M complains that Wakam have avoided his policy, retained his premiums and refused his claim for fire damage to his shed as they say they failed to declare his claims history, failed to declare building work, and exaggerated his claim. What happened Mr M too... (4 pages)View decision -
Decision Reference DRN-5174325
30 Dec 2024 Motability Operations Limited Not upheldConsumer CreditDRN-5174325 The complaint Ms D complains that Motability Operations Limited (Motability) terminated a finance agreement she had with them after the car it was financing was seized by the police. A friend has represented Ms D throughout this complaint but as Ms D is named on the finance ... (2 pages)View decision -
Decision Reference DRN-5096434
30 Dec 2024 ReAssure Life Limited Not upheldInsuranceDRN-5096434 The complaint Mr C is unhappy that ReAssure Life Limited trading as ReAssure ceased his waiver of premium claim and asked him to complete an authority. What happened Mr C claimed a waiver of premium benefit in 2017. This was reviewed in 2019 and ReAssure took the policy over... (2 pages)View decision -
Decision Reference DRN-5080123
30 Dec 2024 ReAssure Limited Not upheldInsuranceDRN-5080123 The complaint Mr and Mrs B have complained that ReAssure Limited has incorrectly and unfairly calculated the settlement due on a claim that was paid late. What happened Mr and Mrs B have a family member representing them. But for ease, all references to Mr and Mrs B include ... (3 pages)View decision -
Decision Reference DRN-4836163
29 Dec 2024 Virgin Money Unit Trust Managers Ltd Not upheldInvestmentsDRN-4836163 The complaint Mr J complains that Virgin Money Unit Trust Managers Ltd trading as Virgin Money has made a detrimental change to its systems which means he cannot currently access relevant information regarding his stocks and shares ISA. What happened In early January 2024, ... (3 pages)View decision -
Decision Reference DRN-4966916
29 Dec 2024 Legal & General Investment Management Ltd Not upheldInvestmentsDRN-4966916 The complaint Ms R complains that Legal & General Investment Management Ltd (‘L&G’) unreasonably closed her four stocks and shares ISAs and paid her the cash value. Ms R says L&G’s actions have caused her to lose the tax-free status of her funds. What happened I... (4 pages)View decision
