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-4684239
20 Mar 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4684239 The complaint Mr N complains that the block applied by Bank of Scotland plc (“BOS”) to his account meant he couldn’t pay his electricity bill resulting in him losing a freezer full of food and having to borrow money off friends and family and pawn items in order to survive. Wha... (2 pages)View decision -
Decision Reference DRN-4694518
20 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4694518 The complaint Mr M complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In mid to late 2012, Mr M says he was app... (44 pages)View decision -
Decision Reference DRN-4694443
20 Mar 2024 Lex Autolease Ltd UpheldConsumer CreditDRN-4694443 The complaint Mr L has complained about the quality of a car he acquired under a hire agreement with Lex Autolease Limited trading as Land Rover Contract Hire (“Lex”). What happened The circumstances of the complaint are well known, so I’m not going to go over everything again ... (5 pages)View decision -
Decision Reference DRN-4692353
20 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4692353 The complaint Mrs S and Mr S complain about AXA Insurance UK Plc’s (“AXA”) handling of their claim under their buildings insurance policy. Mrs S has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any actions t... (7 pages)View decision -
Decision Reference DRN-4641036
20 Mar 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4641036 The complaint Mr B is unhappy that The Prudential Assurance Company Limited (Prudential) hasn’t provided the calculation directed in a final decision issued by this service on 16 August 2011. He’s also complained about delays, including in transferring his two policies, and fai... (19 pages)View decision -
Decision Reference DRN-4677999
20 Mar 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4677999 The complaint Mrs S is unhappy that Great Lakes Insurance SE refused to give her a cash refund for her travel insurance policy. What happened Mrs S took out a deferred annual travel insurance policy in May 2020. Cover was due to start in May 2021. In May 2021 Mrs S contacted Gr... (2 pages)View decision -
Decision Reference DRN-4690238
20 Mar 2024 Starr International (Europe) Limited UpheldInsuranceDRN-4690238 The complaint Mr M complains that Starr International (Europe) Limited unfairly declined a claim he made under his mobile phone insurance policy. Starr is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Starr has ac... (2 pages)View decision -
Decision Reference DRN-4678019
20 Mar 2024 AllClear Insurance Services Ltd UpheldInsuranceDRN-4678019 The complaint Mr and Mrs J are unhappy with the service they received from AllClear Insurance Services Ltd when they wanted to claim on their travel insurance policy. What happened Mr and Mrs J wanted to make a claim on their travel insurance policy. They were directed by the p... (2 pages)View decision -
Decision Reference DRN-4606859
20 Mar 2024 AWP P&C S.A. UpheldInsuranceDRN-4606859 The complaint Mr P and Mrs T complain that AWP P&C SA have unfairly declined their travel insurance claim. What happened Mr P and Mrs T booked a trip for themselves and their family. They were due to travel in July 2022. The trip consisted of train travel and accommodation.... (4 pages)View decision -
Decision Reference DRN-4695417
20 Mar 2024 Warranty Services Limited UpheldInsuranceDRN-4695417 The complaint Miss D complains that Warranty Services Limited (WSL) have declined her claim for replacement of a faulty door. What happened Miss D bought a property in July 2022 that had had a new door fitted in October 2019 with a 10 year guarantee provided by the installer. ... (4 pages)View decision
