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 369227 results
-
Decision Reference DRN-5312911
18 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5312911 The complaint Mr R is unhappy with AXA Insurance UK Plc’s handling of a claim he made under his motor insurance policy. Reference to AXA includes its agents or representatives. What happened Mr R made a claim under his motor insurance policy after he was involved in an accid... (4 pages)View decision -
Decision Reference DRN-5363476
18 Mar 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5363476 The complaint Mr H is unhappy with AmTrust Speciality Limited’s decision to cancel his income protection insurance policy. What happened Mr H took income protection insurance with AmTrust through a non-advised sales process in October 2023. In May 2024, Mr H was placed on le... (3 pages)View decision -
Decision Reference DRN-5369464
18 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5369464 The complaint Mr T has complained about Liverpool Victoria Insurance Company Limited (LV)’s decision to record a claim he made under his car insurance policy as a fault claim and charge him an additional premium. What happened In July 2022 Mr T made a claim for damage to his... (3 pages)View decision -
Decision Reference DRN-5397417
18 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5397417 The complaint Mr and Mrs A have complained that their motor insurer, Liverpool Victoria Insurance Company Limited (‘LV’), failed to fully repair their car after it was damaged in an accident and also that its repairers caused it further damage. LV is the underwriter of this... (7 pages)View decision -
Decision Reference DRN-4952446
18 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4952446 The complaint Mr B complains that Revolut Limited won’t refund money he lost when he was the victim of a scam. Mr B is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some... (13 pages)View decision -
Decision Reference DRN-5404683
18 Mar 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5404683 The complaint Mr B complains that Carey Pensions UK LLP (‘Carey’) – now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease – shouldn’t have accepted his Self- Invested Personal Pension (‘SIPP’) and investment application from an unregulated ... (38 pages)View decision -
Decision Reference DRN-5366121
18 Mar 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5366121 The complaint Mr E has complained that Haven Insurance Company Limited failed to tell him it had settled a third party (TP) claim under his commercial van insurance policy. Mr E wants compensation for the inconvenience caused by Haven’s failing. Mr E is being represented by ... (2 pages)View decision -
Decision Reference DRN-5403008
18 Mar 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5403008 The complaint Mr C complains that Telefonica UK Limited trading as O2 failed to supply the goods it agreed to provide him under a fixed sum loan agreement. What happened Mr C entered into a fixed sum loan with Telefonica in January 2024 to cover the cost of purchasing a mobi... (4 pages)View decision -
Decision Reference DRN-5096314
18 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5096314 The complaint Miss F complains that Bank of Scotland Bank plc trading as Halifax won’t refund the money she lost when she fell victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary... (5 pages)View decision -
Decision Reference DRN-5353796
18 Mar 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5353796 The complaint Ms H has complained that Assurant General Insurance Limited (AGIL) told her it would repair her mobile phone and about the condition of the replacement phone it sent to her when she made a claim under her mobile phone insurance policy. What happened Ms H called... (3 pages)View decision
