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 121115 results
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Decision Reference DRN-4588986
30 Jan 2024 QIC Europe Ltd UpheldInsuranceDRN-4588986 The complaint Mr P and Ms W are unhappy with the delay in progressing a claim on a home insurance policy underwritten by QIC Europe Ltd. They’ve suffered water damage to their property and want alternative accommodation while the repairs are taking place. What happened Mr P and... (3 pages)View decision -
Decision Reference DRN-4538447
30 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4538447 The complaint Mrs T complains that esure Insurance Limited caused delays when progressing a claim under her home insurance policy. What happened In November 2022, Mrs T made a claim under her home insurance policy for storm damage. esure accepted the claim and asked Mrs T to pr... (2 pages)View decision -
Decision Reference DRN-4589157
30 Jan 2024 more 2 life Ltd UpheldMortgagesDRN-4589157 The complaint Mrs D’s complaint is about an equity release lifetime mortgage taken out with more 2 life Ltd trading as Standard Life Home Finance, and referred to here as M2L. Mrs D says that, due to an error by M2L, she thought she had until 16 April 2022 to complete her mortg... (4 pages)View decision -
Decision Reference DRN-4516404
30 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4516404 The complaint Mrs H complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim for storm damage under her buildings insurance policy. She’s also unhappy with the conduct of the appointed surveyor. What happened In March 2023, Mrs H made a claim ... (3 pages)View decision -
Decision Reference DRN-4582853
30 Jan 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-4582853 The complaint Mr H complains that St. James's Place Wealth Management Plc (SJP) caused avoidable delays to his Defined Benefit (DB) pension transfer when it failed to request a new Cash Equivalent Transfer Value (CETV) as soon as the initial CETV had expired. Mr H feels th... (12 pages)View decision -
Decision Reference DRN-4527028
30 Jan 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4527028 The complaint Mr K & Mr K complain about the way Marshmallow Insurance Limited (“Marshmallow”) handled a claim under their car insurance policy. What happened Mr K & Mr K had a car insurance policy with Marshmallow. In November 2022 Mr K was involved in a collision with... (3 pages)View decision -
Decision Reference DRN-4580657
30 Jan 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4580657 The complaint Mr T complained because he felt Scottish Equitable Plc trading as Aegon (hereafter, for simplicity, referred to as Aegon) gave him misleading information about the timing of a pension fund switch – which led to his fund being switched a year earlier than he expect... (5 pages)View decision -
Decision Reference DRN-4556318
30 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4556318 The complaint Miss V complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost after falling victim to a scam. What happened In July 2023, Miss V was trying to book her practical driving test. She wanted an earlier test date than was available through the DVLA sit... (3 pages)View decision -
Decision Reference DRN-4588879
30 Jan 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4588879 The complaint X complains about the service X received from Marks & Spencer Financial Services Plc including a manager being rude and aggressive. What happened I issued my provisional decision on this complaint on 27 January 2024, and this is what I said: I’ve considered th... (5 pages)View decision -
Decision Reference DRN-4533803
29 Jan 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4533803 The complaint Mrs L is unhappy with correspondence she received from The Co-operative Bank Plc, trading as Britannia. What happened Mrs L had an ISA with Britannia which was due to mature on 31 January 2023. Mrs L called Britannia on 13 January 2023 to discuss her ISA reinvestm... (4 pages)View decision
