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 122183 results
-
Decision Reference DRN-4549963
23 Jan 2024 AWP P&C SA UpheldInsuranceDRN-4549963 The complaint Ms M and the estate of Mrs M are unhappy that AWP P&C SA haven’t yet settled a claim they made on a travel insurance policy. What happened Mrs M had a travel insurance policy connected to her bank account. She became unwell whilst abroad and was diagnosed with... (2 pages)View decision -
Decision Reference DRN-4571974
23 Jan 2024 Harvey & Thompson Limited UpheldConsumer CreditDRN-4571974 The complaint Mrs M complains through a representative that Harvey & Thompson Limited trading as H & T Pawnbrokers (“H&T”) gave her loans without carrying out appropriate affordability checks. What happened A summary of Mrs M’s borrowing can be found in the table be... (4 pages)View decision -
Decision Reference DRN-4190277
23 Jan 2024 David Stock & Co Limited UpheldPensions and AnnuitiesDRN-4190277 The complaint Mr A 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 2017. He says the advice was unsuitable for him and believes this has caused a financial l... (4 pages)View decision -
Decision Reference DRN-4380716
23 Jan 2024 Quilter Life & Pensions Limited UpheldInvestmentsDRN-4380716 The complaint Mr A, Mr A and Ms B as trustees of the A trust complain that Quilter Life & Pensions Limited didn’t correctly process instructions for the payment of ongoing charges in an Investment Bond. The trustees of the A trust also complain that Quilter Life & Pensi... (2 pages)View decision -
Decision Reference DRN-4446348
23 Jan 2024 Aviva Insurance Limited UpheldInsuranceDRN-4446348 The complaint Mr and Mrs H have complained that Aviva Insurance Limited declined a claim they made on the travel insurance policy linked to their bank account. What happened Mr and Mrs H had booked a self-catering holiday with their children which involved catching a ferry from... (3 pages)View decision -
Decision Reference DRN-4557657
23 Jan 2024 U K Insurance Limited UpheldInsuranceDRN-4557657 The complaint Mr and Mrs M are complaining that U K Insurance Limited (UKI) has declined a claim they made on their commercial property insurance policy. What happened On 21 December 2022 Mr and Mrs M contacted UKI to claim for significant damage arising from a leak in their te... (4 pages)View decision -
Decision Reference DRN-4256158
23 Jan 2024 AWP P&C SA UpheldInsuranceDRN-4256158 The complaint Mr I is complaining about the way AWP P&C SA handled a claim he made on his motor warranty policy. What happened In January 2023 Mr I damaged a tyre on his car when he hit a pothole. He contacted AWP to seek assistance through his motor warranty policy which a... (4 pages)View decision -
Decision Reference DRN-4545434
23 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4545434 The complaint Mr W and Ms W complain that Monzo Bank Ltd (‘Monzo’) won’t refund the money they lost after falling victim to a scam. The complaint was brought by a representative for Mr W and Ms W, but the Monzo account is held in Ms W’s sole name. For simplicity, I’ll refer to ... (5 pages)View decision -
Decision Reference DRN-4573969
22 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4573969 The complaint Mr and Mrs J complain that Admiral Insurance (Gibraltar) Limited mishandled a claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a sports utility vehicle, made by a premium-brand sports car maker and first registe... (5 pages)View decision -
Decision Reference DRN-4533709
22 Jan 2024 MWA FINANCIAL ADVICE LTD UpheldInvestmentsDRN-4533709 The complaint The Trustees complain that MWA FINANCIAL ADVICE LTD, trading as Eversley Wealth Management (Eversley) gave them unsuitable advice in 2019, when it advised them to encash an offshore bond (held within a trust) and reinvest the proceeds. In particular, the Trustees ... (9 pages)View decision
