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 125400 results
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Decision Reference DRN-4818356
31 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4818356 The complaint Mr and Mrs G are complaining that AXA Insurance UK Plc avoided their buildings insurance policy and subsequently declined a claim they’d made. In parts, Mr and Mrs G have used a solicitor firm to pursue this complaint on their behalf. But for ease of reference, I ... (9 pages)View decision -
Decision Reference DRN-3963247
31 May 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3963247 The complaint Mr Q has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit A... (5 pages)View decision -
Decision Reference DRN-4677330
31 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4677330 The complaint Mr R complains Aviva Insurance Limited (“Aviva”) avoided his motor insurance policy (treated it like it never existed) and refused to pay his claim following the theft of his car. What happened Mr R had a car insurance policy with Aviva. The policy rene... (5 pages)View decision -
Decision Reference DRN-4828023
31 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4828023 The complaint Mr S complains that Options UK Personal Pensions LLP (formerly Carey Pensions, referred to as ‘Options’) didn’t undertake sufficient due diligence on the Carbon Credits investment he made through his Options Self-Invested Personal Pension (‘SIPP’) and should not h... (29 pages)View decision -
Decision Reference DRN-4705005
31 May 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4705005 The complaint Mrs H and Mrs M complain that Advantage Insurance Company Limited unfairly declined a claim they made under their home insurance policy. Advantage is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Adv... (6 pages)View decision -
Decision Reference DRN-4706583
31 May 2024 St Andrew's Insurance plc UpheldInsuranceDRN-4706583 The complaint Mrs M complains about the way St Andrew’s Insurance Plc (St Andrew’s) handled a claim for subsidence under her buildings insurance policy. What happened The circumstances of this complaint, whilst long standing, are well known to both parties so I’ll only briefly ... (4 pages)View decision -
Decision Reference DRN-4828296
31 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4828296 The complaint Mr B complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence before it allowed him to transfer his defined benefit (‘DB’) pension scheme benefits into a Sel... (48 pages)View decision -
Decision Reference DRN-4827341
31 May 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4827341 The complaint Mrs H complains that MotoNovo Finance Limited (“MotoNovo”) took an overpayment from her when she made the last payment due under her car finance agreement. What happened Mrs H took out a hire purchase agreement with MotoNovo in May 2018. The agreement required 59 ... (2 pages)View decision -
Decision Reference DRN-4717546
31 May 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4717546 The complaint Mr O and Mrs S complain about a claim they made on their motor insurance policy with Haven Insurance Company Limited. Reference to Haven includes its agents. Mr O has done most of the communication throughout this complaint, so for ease of reading, in parts, I’ll ... (4 pages)View decision -
Decision Reference DRN-4746266
31 May 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4746266 The complaint Miss S has complained that Tesco Underwriting Limited has unreasonably delayed in coming to any decision on her claim under her motor policy concerning her stolen car. What happened Miss S’ recently purchased car was stolen on 8 August 2023. She made a claim to Te... (2 pages)View decision
