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 125399 results
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Decision Reference DRN-4585982
27 Mar 2024 U K Insurance Limited UpheldInsuranceDRN-4585982 The complaint Mr W complains that UK Insurance Limited, trading as Darwin(‘Darwin’) did not fairly apply its no-claims discount to his motor insurance policy. What happened Mr W says he took a motor insurance policy out with Darwin on 16 March 2023 and declared he had eight yea... (3 pages)View decision -
Decision Reference DRN-4710189
27 Mar 2024 Quilter Mortgage Planning Limited UpheldMortgagesDRN-4710189 The complaint Miss B complains about the service she received from Nicholas Truss, trading as MDS Financial Group – a mortgage broker and appointed representative of Quilter Mortgage Planning Limited. Miss B says the broker’s poor handling of her request for a new interest rate... (5 pages)View decision -
Decision Reference DRN-4508668
27 Mar 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4508668 The complaint Mrs T complains about the quality of a car she has been financing through an agreement with Toyota Financial Services (UK) PLC (who I’ll call TFS). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Inste... (3 pages)View decision -
Decision Reference DRN-4711332
27 Mar 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4711332 The complaint Miss B complains that Wise Payments Limited (“Wise”) won’t refund over £45,000 she says she lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Miss B sa... (6 pages)View decision -
Decision Reference DRN-4402229
27 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4402229 The complaint Mr and Mrs M complain that AXA Insurance UK Plc turned down their buildings insurance claim. What happened Mr and Mrs M hold buildings insurance cover with AXA. In 2023, they made a claim under the policy for accidental damage to underground pipes. AXA turned down... (3 pages)View decision -
Decision Reference DRN-4708546
27 Mar 2024 Arch Insurance (UK) Limited UpheldInsuranceDRN-4708546 The complaint Ms Y complains about Arch Insurance (UK) Limited’s handling of a claim made under her property owners insurance policy and about the offer they made to settle her claim. What happened The background to this complaint is well known to both parties, so I’ll provide ... (8 pages)View decision -
Decision Reference DRN-4670907
27 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4670907 The complaint Mr S complains that AXA Insurance UK Plc (AXA) unfairly declined his landlord contents insurance claim and provided him with poor service. Any reference to AXA in this final decision includes its respective agents unless specified otherwise. What happened The back... (2 pages)View decision -
Decision Reference DRN-4595389
27 Mar 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4595389 The complaint Miss G, Mr G and Mrs G complain about Liverpool Victoria Insurance Company Limited (“LV”) following a claim on their travel insurance policy. For ease of reading, I’ll refer to all submissions as being made by Mrs G directly. What happened Both sides are familiar ... (3 pages)View decision -
Decision Reference DRN-4474047
27 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4474047 The complaint Ms N complains that HSBC UK Bank Plc hasn’t refunded her the money she lost in an authorised push payment (“APP”) impersonation/email intercept scam. Ms N in bringing her complaint is being professionally represented. But for ease I’ll refer mainly to Ms N through... (7 pages)View decision -
Decision Reference DRN-4710920
27 Mar 2024 FIL Life Insurance Limited UpheldPensions and AnnuitiesDRN-4710920 The complaint Mr R complains that FIL Life Insurance Limited (FIL) unnecessarily delayed the transfer of his group personal pension to a small self-administered pension scheme (SSAS). Mr R believes the delays caused missed opportunities for his pension to grow What happened Mr ... (6 pages)View decision
