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 121115 results
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Decision Reference DRN-4441091
9 Nov 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4441091 The complaint Mr and Mrs L complained about Accredited Insurance (Europe) Ltd. They aren’t happy about the way it dealt with a potential claim and the subsequent cancellation of their motor insurance policy. What happened I looked at this case and provided my initial thoughts i... (3 pages)View decision -
Decision Reference DRN-4381789
9 Nov 2023 Sumup Payments Limited UpheldBanking and PaymentsDRN-4381789 The complaint Ms B (on behalf of her business, T) complains that Sumup Payments Limited won’t refund money she lost as a result of a scam. What happened Ms B held a merchant account for her business with Sumup. In January 2023 she had posted details online of some equipment she... (3 pages)View decision -
Decision Reference DRN-4275618
9 Nov 2023 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-4275618 The complaint Mr M (on behalf of his business, MW) is unhappy Tide Platform Ltd (trading as Tide) won’t reimburse his business account for the money lost when he fell victim to a scam. What happened Mr M fell victim to a safe account scam. On 15 February 2023 he was contacted b... (3 pages)View decision -
Decision Reference DRN-4446561
9 Nov 2023 Society of Lloyd's UpheldInsuranceDRN-4446561 The complaint Mr K is unhappy with Society of Lloyd’s (SoL) handling and settlement of a claim made under his motor insurance policy. Where I’ve referred to SoL, this includes the underwriting syndicate which actually provides the cover under Mr K’s policy. What happened Mr K h... (5 pages)View decision -
Decision Reference DRN-3842005
9 Nov 2023 Dobson & Hodge Limited UpheldPensions and AnnuitiesDRN-3842005 The complaint Mr P complains about the advice given by Dobson & Hodge Limited (D&H) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension. He says the advice was unsuitable for him and believes this has ... (7 pages)View decision -
Decision Reference DRN-4415076
9 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4415076 The complaint Mr A complains Admiral Insurance (Gibraltar) Limited hasn’t offered a fair value for his car following its theft. What happened The details of the claim are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise the background and f... (3 pages)View decision -
Decision Reference DRN-4444138
9 Nov 2023 Markerstudy Insurance Company Limited UpheldInsuranceDRN-4444138 The complaint Miss C complains that Markerstudy Insurance Company Limited deducted storage charges from her settlement for the total loss of her car following a claim made on her motor insurance policy. Miss C is represented in this matter by her mother, Mrs C. What happened Mi... (3 pages)View decision -
Decision Reference DRN-4377232
9 Nov 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4377232 The complaint Mrs W complains about how Liverpool Victoria Insurance Company Limited (LV) handled a claim under her home insurance policy. References to LV include their agents who handle claims. This decision covers Mrs W’s complaint to this Service raised in July 2023 and LV’... (4 pages)View decision -
Decision Reference DRN-4356551
9 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4356551 The complaint Mr and Mrs S are unhappy with what Admiral Insurance (Gibraltar) Limited did after they contacted it to report a change in health as required by their travel insurance policy. What happened Mr and Mrs S have an annual travel insurance policy with Admiral which sta... (3 pages)View decision -
Decision Reference DRN-3633977
9 Nov 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3633977 The complaint Mrs T complains about the advice given by NTM Financial Services Ltd (‘NTM’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable and believes this has caused a financial los... (11 pages)View decision
