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 121479 results
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Decision Reference DRN-4480403
27 Nov 2023 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4480403 The complaint H complains that The National Farmers’ Union Mutual Insurance Society Limited (NFU) mis-sold their commercial property insurance policy. What happened H, a hospitality business, took out a commercial property insurance policy with NFU in 2019. In November 2021 H c... (3 pages)View decision -
Decision Reference DRN-4480351
27 Nov 2023 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4480351 The complaint Mr A complains that Ikano Bank AB (publ) ("Ikano") has not fairly compensated him in relation to a claim he made. Mr A purchased a solar panel system including battery, boiler optimiser and heating controls which was sold to him by a supplier using a fix... (4 pages)View decision -
Decision Reference DRN-4480329
27 Nov 2023 U K Insurance Limited UpheldInsuranceDRN-4480329 The complaint Mrs F is unhappy with the service she’s received from U K Insurance Limited trading as Direct Line for Business (UKI) following issues with payments for her business protection insurance policy. What happened Mrs F had a business protection insurance policy with U... (4 pages)View decision -
Decision Reference DRN-4459949
27 Nov 2023 Clear Capital Markets Ltd UpheldInvestmentsDRN-4459949 The complaint Mr E complains that Clear Capital Markets Ltd (“CCM”) gave him unsuitable investment advice. He says, in summary, that: He was advised to invest in high-risk stocks which weren’t suitable for him as a medium- risk client. CCM sold his shares at a loss without hi... (7 pages)View decision -
Decision Reference DRN-4475841
27 Nov 2023 Trinity Lane Insurance Company Limited UpheldInsuranceDRN-4475841 The complaint Mr B complains that Trinity Lane Insurance Company Limited rejected a claim on his motor insurance policy. What happened In October 2022 Mr B took out a motor insurance policy for his car, which was underwritten by Trinity. In December, he reported that the car ha... (3 pages)View decision -
Decision Reference DRN-4228859
27 Nov 2023 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-4228859 The complaint Mr R complains about the suitability of the advice provided by Inspirational Financial Management Ltd (“IFM”) to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”). What happened Mr R buil... (11 pages)View decision -
Decision Reference DRN-3999713
27 Nov 2023 QIC Europe Ltd UpheldInsuranceDRN-3999713 The complaint Mr H complains that QIC Europe Ltd declined a claim he made under his home insurance policy for subsidence. Reference to QIC includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr H’s home ... (3 pages)View decision -
Decision Reference DRN-4473962
27 Nov 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4473962 The complaint Miss C has complained about the service she received from Royal & Sun Alliance Insurance Limited (‘RSA’) under her home insurance policy following flooding damage at her home. For the avoidance of doubt, the term ‘RSA’ includes reference to its agents, contrac... (5 pages)View decision -
Decision Reference DRN-4197586
27 Nov 2023 China Taiping Insurance (UK) Co Ltd UpheldInsuranceDRN-4197586 The complaint Ms D complains about how China Taiping Insurance (UK) Co Ltd (‘CTI’) handled a claim she made against a commercial buildings insurance policy. CTI are the underwriters (insurers) of this policy. Much of this complaint concerns the actions of their appointed agents... (3 pages)View decision -
Decision Reference DRN-4479716
27 Nov 2023 ERGO Versicherung Aktiengesellschaft UpheldInsuranceDRN-4479716 The complaint Mr and Mrs H complain that ERGO Versicherung Aktiengesellschaft hasn’t accepted their holiday home insurance claim in full due to underinsurance. They also complain about ERGO’s handling of their claim. What happened Mr and Mrs H hold a holiday home insurance poli... (3 pages)View decision
