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 121479 results
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Decision Reference DRN-4558704
16 Jan 2024 Great Lakes Insurance UK Limited UpheldInsuranceDRN-4558704 The complaint Mr and Mrs R are unhappy with the way in which their claim has been handled by Great Lakes Insurance UK Limited after making a claim on their travel insurance policy (‘the policy’), including not paying their claim in full. What happened The details of this compla... (4 pages)View decision -
Decision Reference DRN-4536150
16 Jan 2024 St Andrew's Insurance plc UpheldInsuranceDRN-4536150 The complaint Ms E has complained about the way St Andrew's Insurance Plc (St Andrews) dealt with a claim made under her critical illness policy. What happened Ms E submitted a claim under her policy when her son was diagnosed with a form of cancer. St Andrews admitted the... (2 pages)View decision -
Decision Reference DRN-4562219
16 Jan 2024 AWP P&C SA UpheldInsuranceDRN-4562219 The complaint Ms K is unhappy with AWP P&C SA’s (AWP) handling of a claim made under her roadside assistance insurance policy. What happened Ms K has a roadside assistance insurance policy, underwritten by AWP. After breaking down, Ms K contacted AWP for assistance. AWP acc... (3 pages)View decision -
Decision Reference DRN-4561750
16 Jan 2024 Wakam UpheldInsuranceDRN-4561750 The complaint Mr A has complained about the payment made by Wakam (‘Wakam’) under his motor insurance policy after his car was stolen. Mr A is represented in his complaint, but for ease I’ll refer to him throughout. What happened Mr A’s car was stolen in August 2022. He used th... (4 pages)View decision -
Decision Reference DRN-4561332
16 Jan 2024 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4561332 The complaint Mr S complains that Helvetia Global Solutions Ltd delayed in dealing with his breakdown whilst he was abroad, haven’t reimbursed him all the costs he incurred, and gave him poor customer service. What happened Mr S took out a breakdown recovery policy with Helvet... (5 pages)View decision -
Decision Reference DRN-4560636
16 Jan 2024 U K Insurance Limited UpheldInsuranceDRN-4560636 The complaint Mrs M and Mr R complain that U K Insurance Limited (UKI) has turned down a claim they made on a travel insurance policy. As Mr R brought the complaint to us, for ease, I’ve referred mainly to him. What happened Mrs M and Mr R have travel insurance as a benefit of ... (4 pages)View decision -
Decision Reference DRN-4510325
16 Jan 2024 Fairstone Financial Management Limited UpheldInvestmentsDRN-4510325 The complaint Mr and Mrs D complain that Fairstone Financial Management Limited didn’t facilitate the rebalancing of their portfolios with Fidelity, and this caused them a financial loss. What happened Mr and Mrs D’s portfolios were overseen by an adviser I’ll refer to as AS. T... (3 pages)View decision -
Decision Reference DRN-4552768
16 Jan 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4552768 The complaint Mr W has complained that a requested fund switch was not processed correctly by Aviva Life & Pensions UK Limited (“Aviva”). Mr W states that since this error Aviva have not been able to provide clear confirmation of how this error has impacted his pension. Add... (6 pages)View decision -
Decision Reference DRN-4561817
16 Jan 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4561817 The complaint Ms M has complained about Liverpool Victoria Insurance Company Limited (LV). She isn’t happy about the way it dealt with a claim under her motor insurance policy. For ease of reading any reference to LV includes its agents. What happened Ms M had a motor insurance... (2 pages)View decision -
Decision Reference DRN-4529909
16 Jan 2024 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-4529909 The complaint Mr D has complained that Sun Life Assurance Company of Canada (U.K.) Limited (‘Sun Life’) stopped taking the premiums for his pension. Given no premiums have been taken since September 2022 Mr D has stated the value of his pension has been negatively impacted and ... (4 pages)View decision
