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 130332 results
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Decision Reference DRN-5051259
30 Sep 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-5051259 The complaint Mr T complains that London & Colonial Services Limited (“L&C”) didn’t undertake sufficient due diligence on the investment into Carbon Credits he made through his L&C self-invested personal pension (“SIPP”), or on the firm that introduced his SIPP a... (33 pages)View decision -
Decision Reference DRN-5052655
30 Sep 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5052655 The complaint Mr L and Mr M have complained about the fact that Watford Insurance Company Limited turned down Mr L’s claim under his Commercial Vehicle Insurance policy for a van which they’ve said they owned jointly as part of a partnership. Any reference to Watford includ... (3 pages)View decision -
Decision Reference DRN-4931302
30 Sep 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4931302 The complaint Mr N is unhappy with how long it took Haven Insurance Company Limited to settle a claim. This complaint involves the actions of a loss adjusting firm for whom Haven are responsible. Any references to Haven includes the adjusting firm and its agents. What happ... (3 pages)View decision -
Decision Reference DRN-5052877
30 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5052877 The complaint Mr R complains that HSBC UK Bank Plc didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known... (7 pages)View decision -
Decision Reference DRN-4707659
30 Sep 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4707659 The complaint Mr C complains in his capacity as Director of limited company “D” that Chaucer Insurance Company Designated Activity Company (“Chaucer”) declined a claim he made for loss of rent, following an escape of water at a property he rents out. What happened Mr C’s com... (2 pages)View decision -
Decision Reference DRN-4724922
30 Sep 2024 First Central Underwriting Limited UpheldInsuranceDRN-4724922 The complaint Mr P complains that First Central Underwriting Limited (FCUL) have refused to undertake repairs that relate to his original claim, and have provided poor customer service when dealing with his claim What happened Mr P made a claim on his insurance when his car ... (3 pages)View decision -
Decision Reference DRN-4886799
30 Sep 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4886799 The complaint Mrs M is unhappy with the advice she received from what is now Phoenix Life Limited (Phoenix Life) to transfer her deferred defined benefit (DB) scheme benefits to a personal pension plan. What happened Mrs M received advice to transfer the deferred benefits o... (4 pages)View decision -
Decision Reference DRN-4722208
30 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4722208 The complaint Miss S is unhappy because Monzo Bank Ltd (“Monzo”) declined to refund £3,125 which she lost as a result of a scam. What happened The details of the complaint are well known to both parties, so I will not go into every detail of what happened here. But in summar... (5 pages)View decision -
Decision Reference DRN-5041493
30 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5041493 The complaint Mr M’s complained that Admiral Insurance (Gibraltar) Limited have unfairly declined his claim What happened In 2023, Mr M found the laminate floor in his shower room was spongy. He called a tradesman to investigate. The tradesman found there was a leak which ha... (3 pages)View decision -
Decision Reference DRN-5052575
30 Sep 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5052575 The complaint Miss W complains that Inter Partner Assistance SA (“IPA”) hasn’t paid a claim under her travel insurance policy. What happened Miss W holds an annual travel insurance policy, provided by IPA. The policy covers her between 19 December 2023 and 18 December 2024.... (4 pages)View decision