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
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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 -
Decision Reference DRN-4487144
16 Jan 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4487144 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-4561621
16 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4561621 The complaint A company which I’ll call ‘M’ complains that Barclays Bank UK Plc treated them unfairly when they attempted to recall some international payments they’d made. The complaint is brought on M’s behalf by their manager, Miss S and one of their directors, Mr R. What ha... (3 pages)View decision -
Decision Reference DRN-4415113
16 Jan 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4415113 The complaint Mr I’s representative complains about the due diligence London & Colonial Services Limited (‘L&C’) undertook before accepting Mr I’s application. Mr I is being represented by a Claims Management Company (‘CMC’) who complains on Mr I’s behalf that L&C d... (46 pages)View decision -
Decision Reference DRN-4561389
16 Jan 2024 Lowell Portfolio I Ltd UpheldBanking and PaymentsDRN-4561389 The complaint Miss W complains that Lowell Portfolio I Ltd harassed her in relation to an unenforceable debt. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Lowell says Miss W had a credit card with a b... (4 pages)View decision
