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 121876 results
-
Decision Reference DRN-4543053
16 Jan 2024 AWP P&C SA UpheldInsuranceDRN-4543053 The complaint Mr and Mrs S complain about AWP P&C SA’s handing of their travel insurance claim. What happened Mr and Mrs S hold travel insurance cover with AWP through a packaged bank account. Mrs S became ill whilst abroad, and a claim was made for her medical expenses. Th... (2 pages)View decision -
Decision Reference DRN-3725772
16 Jan 2024 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3725772 The complaint Ms H complains about the advice NTM Financial Services Ltd (‘NTM’) gave to her to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice wasn’t suitable for her and may have caused a financial l... (4 pages)View decision -
Decision Reference DRN-4561623
16 Jan 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4561623 The complaint Mr D complains that American Express Services Europe Limited (AESEL) unfairly closed his account after he had sent the information it had requested. What happened Mr D said that in response to AESEL’s requests he sent letters including copies of his passport and p... (3 pages)View decision -
Decision Reference DRN-4562206
16 Jan 2024 Aviva Life Services UK Limited UpheldInvestmentsDRN-4562206 The complaint The estate of Mrs H (“the estate”) complains that Aviva Life Services UK Limited (“Aviva”) gave incorrect information in 2014, which later led to the estate incurring an unexpected inheritance tax (IHT) liability. In bringing this complaint the estate is represent... (7 pages)View decision -
Decision Reference DRN-4562355
16 Jan 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4562355 The complaint Mr T complains TransUnion International UK Limited caused delays when providing him with a copy of his credit report. What happened Mr T contacted TransUnion in July 2023 as he was unable to access his credit report. It’s not clear precisely what caused the issue ... (3 pages)View decision -
Decision Reference DRN-3765453
16 Jan 2024 WPS Financial Group Limited UpheldPensions and AnnuitiesDRN-3765453 The complaint Mr W complains about advice he received from an appointed representative of WPS Financial Group Limited (‘WPS’). WPS is responsible for answering the complaint, so I’ll just refer to it throughout my decision. Mr W says the advice he received, to transfer the bene... (11 pages)View decision -
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
