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 122404 results
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Decision Reference DRN-4533411
24 Jan 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4533411 The complaint Mr I complains Haven Insurance Company Limited hasn’t offered a fair value for his car following it being written off after an accident. What happened The details of the claim are well known to both parties, so I won’t repeat them again here. Instead, I’ll summari... (3 pages)View decision -
Decision Reference DRN-4294350
24 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4294350 The complaint Mr S complains about British Gas Insurance Limited (“British Gas”) for delays in replacing a leaking water cylinder at his home. He wants British Gas to compensate him for the inconvenience his household experienced, for the excess on his home insurance claim and ... (3 pages)View decision -
Decision Reference DRN-4526473
24 Jan 2024 Towergate Financial (East) Limited UpheldPensions and AnnuitiesDRN-4526473 The complaint Mrs A has complained about the advice given by M2 Financial Ltd (now Towergate Financial (East) Limited – I’ll just refer to “Towergate” in my decision) – in respect of transferring the benefits from her defined benefit (“DB”) occupational pension scheme to a pers... (7 pages)View decision -
Decision Reference DRN-4577443
24 Jan 2024 Society of Lloyd's UpheldInsuranceDRN-4577443 The complaint Mr and Mrs R complain that Society of Lloyd’s has turned down a cancellation claim they made on an annual travel insurance policy. What happened Mr and Mrs R renewed their annual travel insurance policy. On 9 November 2022, Mrs R was put on a waiting list for a hi... (5 pages)View decision -
Decision Reference DRN-3802957
24 Jan 2024 Acumen Independent Financial Planning Limited UpheldPensions and AnnuitiesDRN-3802957 The complaint Mr T 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. Acumen Independent Financial Planning Limited is responsible for answering this comp... (6 pages)View decision -
Decision Reference DRN-4571973
24 Jan 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4571973 The complaint Mrs J complains that The Prudential Assurance Company Limited could not find her pension funds and reactivate her plans, causing her a financial loss. What happened Mrs J had two Personal Pension Plans (PPPs) with Prudential. Both of these PPPs were invested in Wi... (4 pages)View decision -
Decision Reference DRN-4557075
24 Jan 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4557075 The complaint Miss M is unhappy that Inter Partner Assistance SA hasn’t resolved a claim she made on her travel insurance policy. What happened Miss M claimed on her travel insurance policy for damage to a mobile phone. She’s unhappy with the service she’s received and delays. ... (2 pages)View decision -
Decision Reference DRN-4578541
24 Jan 2024 Aviva Insurance Limited UpheldInsuranceDRN-4578541 The complaint Mr J is unhappy with the replacement device he’s been given by Aviva Insurance Limited (Aviva) after making a claim under his mobile phone insurance policy. Where I’ve referred to Aviva, this also includes any actions by agents acting on their behalf. What happene... (5 pages)View decision -
Decision Reference DRN-4436671
24 Jan 2024 247 Money Group Limited UpheldConsumer CreditDRN-4436671 The complaint Mr D is unhappy that a car supplied to him under a hire purchase agreement with 247 Money Group Limited trading as 247 Money was of an unsatisfactory quality. What happened In January 2022, Mr D was supplied with a used car through a hire purchase agreement with 2... (3 pages)View decision -
Decision Reference DRN-4511371
24 Jan 2024 Covea Insurance plc UpheldInsuranceDRN-4511371 The complaint Mrs S and her husband Mr S complain that Covea Insurance plc mishandled a claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car, first registered in 2015. Mr and Mrs S acquired the car no later than September 2... (4 pages)View decision
