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 120163 results
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Decision Reference DRN-4268167
9 Oct 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4268167 The complaint Mr S complained about how Fortegra Europe Insurance Company Ltd (Fortegra) dealt with a claim under a furniture warranty. What happened Mr S contacted Fortegra to make a claim when his sofa was damaged. Fortegra tried to repair the sofa but was unable to do so. It... (2 pages)View decision -
Decision Reference DRN-4367844
9 Oct 2023 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInsuranceDRN-4367844 The complaint Mr C has complained that Sun Life Assurance Company of Canada (U.K.) Limited (‘Sun life’) has delayed in paying his claim and provided incorrect and misleading information about the amount and benefits payable. What happened Mr C had income protection, critical il... (2 pages)View decision -
Decision Reference DRN-4346893
9 Oct 2023 Astrenska Insurance Limited UpheldInsuranceDRN-4346893 The complaint Mr B and Miss F complain about how Astrenska Insurance Limited trading as Collinson Insurance (“Astrenska”) dealt with a claim they made on their travel insurance policy. What happened Mr B took out travel insurance in June 2022 prior to a family holi... (3 pages)View decision -
Decision Reference DRN-4379293
9 Oct 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4379293 The complaint Mr F complains about Casualty & General Insurance Company (Europe) Ltd (CG) declining a claim and making deductions under his pet insurance policy for treatment of his dog. References to CG include their agents who administer the policy. What happened Mr F too... (5 pages)View decision -
Decision Reference DRN-4281848
9 Oct 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4281848 The complaint Miss B complains about how her insurer, Royal & Sun Alliance Insurance Limited trading as More Th>n (More Th>n), handled a claim under her motor insurance policy following the theft of the catalytic converter from her vehicle. Any reference to More Th>... (3 pages)View decision -
Decision Reference DRN-4293662
9 Oct 2023 esure Insurance Limited UpheldInsuranceDRN-4293662 The complaint Mr R complains that esure Insurance Limited has delayed repairing his car following a glass claim on his motor insurance policy. What happened Mr R made a claim on his policy for a replacement rear window. esure was unable to source a replacement. And, four month... (2 pages)View decision -
Decision Reference DRN-4365090
9 Oct 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-4365090 The complaint Mr S complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans he couldn’t afford to repay. What happened Mr S was granted three loans and I’ve outlined his borrowing history in the table below. loan number loan am... (5 pages)View decision -
Decision Reference DRN-3678788
9 Oct 2023 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-3678788 The complaint Mr N complains about the advice Inspirational Financial Management Ltd (‘IFM’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has c... (13 pages)View decision -
Decision Reference DRN-4137218
9 Oct 2023 MBNA Limited UpheldConsumer CreditDRN-4137218 The complaint Mr C complains MBNA Limited (MBNA) unfairly declined his loan application having previously agreed to it. What happened Mr C says he applied for a loan with MBNA in February 2023 and received a loan agreement which he signed and sent back to MBNA. Mr C says he was... (2 pages)View decision -
Decision Reference DRN-3537852
9 Oct 2023 Chequers Wealth Management Limited UpheldPensions and AnnuitiesDRN-3537852 The complaint Mr G complains about the advice given by Chequers Wealth Management Limited (‘CWML’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a personal pension. He says the advice was unsui... (6 pages)View decision
