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 119923 results
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Decision Reference DRN-4471196
22 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4471196 The complaint Mr and Mrs I are unhappy with the settlement they’ve been offered by Admiral Insurance (Gibraltar) Limited (Admiral) following a claim under their home insurance. What happened Mr and Mrs I had a home insurance policy underwritten by Admiral. They specified a diam... (4 pages)View decision -
Decision Reference DRN-4442015
22 Nov 2023 Wakam UpheldInsuranceDRN-4442015 The complaint Mr A has complained about Wakam Insurance Limited’s (Wakam’s) application of an additional excess and repair fee to a claim he made under his commercial motor insurance policy. What happened Mr A reported a claim for damage to his commercial vehicle. Wakam accepte... (2 pages)View decision -
Decision Reference DRN-4468382
22 Nov 2023 TSB Bank plc UpheldConsumer CreditDRN-4468382 The complaint Mr H complains that TSB Bank plc registered a default in respect of two loan accounts he had with it and passed the accounts to a debt collections agency (DCA) whilst he had a payment plan in place. What happened Mr H has two loans with TSB, one of which commenced... (5 pages)View decision -
Decision Reference DRN-4433987
22 Nov 2023 Tuto Money Limited UpheldPensions and AnnuitiesDRN-4433987 The complaint Mr W has complained about the actions of Tuto Money Limited (“Tuto”) which advised him on, and facilitated, the transfer of his two occupational pension schemes in 2018. One of Mr W’s occupational pensions was a defined benefit (DB) scheme; the other pension was a... (8 pages)View decision -
Decision Reference DRN-4454992
22 Nov 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4454992 he complaint Miss B complains Inter Partner Assistance SA (IPA) settled her travel insurance claim unfairly. What happened In Autumn 2022 Miss B claimed against her IPA travel insurance policy for loss of a gadget. She says the insurer repeatedly delayed settling her claim by a... (2 pages)View decision -
Decision Reference DRN-4470891
22 Nov 2023 Santander UK Plc UpheldMortgagesDRN-4470891 The complaint Miss B says Santander UK Plc treated her unfairly when it took possession of her property. She’s since repaid the mortgage. Miss B says she’s out of pocket, having had to pay for accommodation for a month, and her health and ability to work was affected. She asks ... (3 pages)View decision -
Decision Reference DRN-3801825
22 Nov 2023 Tuto Money Limited UpheldPensions and AnnuitiesDRN-3801825 The complaint Mr R complained that he was given unsuitable advice to transfer his deferred defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2018. Mr R originally and primarily dealt with a firm called Eadon & King. At the time... (7 pages)View decision -
Decision Reference DRN-4466112
22 Nov 2023 U K Insurance Limited UpheldInsuranceDRN-4466112 The complaint Ms S complains about U K Insurance Limited (“UKI”), and her intended use of arbitration related to her family legal protection insurance policy. Any reference to Ms S or UKI includes respective agents or representatives. What happened The background of this compla... (4 pages)View decision -
Decision Reference DRN-4470974
22 Nov 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4470974 The complaint Mrs B is unhappy with Fairmead Insurance Limited’s (Fairmead) handling of a claim made under her residential property owners insurance policy. Fairmead is the lead insurer of Mrs B’s policy, so I’ll refer to them throughout. Where I refer to Fairmead, this also in... (6 pages)View decision -
Decision Reference DRN-4470889
22 Nov 2023 Covea Insurance plc UpheldInsuranceDRN-4470889 The complaint Mr and Mrs F have complained about their home insurer, Covea Insurance plc following a claim made for water damage which occurred at their home. What happened Mr and Mrs F noticed a problem in their home in September 2019 and obtained a report. The report ... (11 pages)View decision
