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 125400 results
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Decision Reference DRN-4323393
25 Apr 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4323393 The complaint Mr A complains about Assurant General Insurance Limited’s (Assurant) poor repairs to his device, following a claim under his gadget insurance policy. What happened Mr A held a policy with Assurant. His mobile phone became damaged, and he made a claim. Assurant acc... (3 pages)View decision -
Decision Reference DRN-4694650
25 Apr 2024 Automobile Association Insurance Services Limited UpheldInsuranceDRN-4694650 The complaint Mr L complains AA Insurances Services Limited unfairly referred him to an accident management company (AMC). What happened In July 2023 Mr L’s vehicle was involved in a collision with a third-party’s. He called his motor insurance intermediary - AA - to register a... (3 pages)View decision -
Decision Reference DRN-4765002
25 Apr 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4765002 The complaint Ms J complains that Wise Payments Limited refuses to refund the money she lost to an investment scam. What happened Ms J was looking for an investment opportunity and saw an advert online for a company I’ll call ‘C’ - which was celebrity-endorsed. Ms J registered ... (4 pages)View decision -
Decision Reference DRN-4744000
25 Apr 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4744000 The complaint Mr B complains that poor service by Phoenix Life Limited when he wanted to take benefits from his personal pension plan has caused him a financial loss. What happened Mr B had a defined contribution personal pension with Phoenix Life Limited (“Phoenix”) invested i... (6 pages)View decision -
Decision Reference DRN-4688497
25 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4688497 The complaint Mr P has complained that Clydesdale Bank Plc trading as Virgin Money acted irresponsibly when it provided him with a new credit card in February 2020. Background Mr P applied for a credit card with Virgin Money online in February 2020. He has explained that at the... (3 pages)View decision -
Decision Reference DRN-4719909
25 Apr 2024 AWP P&C S.A. UpheldInsuranceDRN-4719909 The complaint Mr C and Ms W are unhappy that AWP P&C SA declined a claim they made on their travel insurance policy. What happened Mr C and Ms W were on holiday. Ms W tested positive for Covid-19 on a Lateral Flow Test. Mr C also tested positive and they were unable to trav... (2 pages)View decision -
Decision Reference DRN-4684537
25 Apr 2024 Cowen Insurance Company Limited UpheldInsuranceDRN-4684537 The complaint Mr M complains that Cowen Insurance Company Limited hasn’t paid a claim under his travel insurance policy. What happened Mr M held a travel insurance policy which was underwritten by Cowen. He was due to travel abroad between 30 June 2023 and 8 July 2023 but the a... (3 pages)View decision -
Decision Reference DRN-4529140
25 Apr 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4529140 The complaint Mr M complains that Zopa Bank Limited (“Zopa”) irresponsibly provided him with a credit card and increased his credit limit. Mr M is supported in bringing his complaint by a representative but for ease I’ll refer to Mr M throughout. What happened Zopa provided Mr ... (5 pages)View decision -
Decision Reference DRN-4760335
25 Apr 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4760335 The complaint Mr H complains Haven Insurance Company Limited (“Haven”) unfairly cancelled his motor insurance policy. Any reference to Haven includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised ... (3 pages)View decision -
Decision Reference DRN-4736170
25 Apr 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4736170 The complaint Mr and Mrs G have complained that, after they made a claim under their home insurance policy, a contractor appointed by Liverpool Victoria Insurance Company Limited (LV) caused further damage to their property. They are also unhappy with the service they received.... (3 pages)View decision
