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 120469 results
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Decision Reference DRN-4346050
22 Sep 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4346050 The complaint A company, which I’ll refer to as M, complains that Accredited Insurance (Eurpoe) Ltd (Accredited) unfairly declined a vehicle damage claim following the theft of its vehicle. Mr M, who is a director of M, brings the complaint on M’s behalf. What happened M took o... (2 pages)View decision -
Decision Reference DRN-4138803
22 Sep 2023 Covea Insurance plc UpheldInsuranceDRN-4138803 The complaint Mr and Mrs P complain that Covea Insurance plc (Covea) added a retrospective condition onto their home insurance policy and declined their claim for accidental damage. What happened Mr and Mrs P took out buildings and contents insurance with Covea through a broker... (3 pages)View decision -
Decision Reference DRN-4337581
22 Sep 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4337581 The complaint Mr R complains that shortly before planning to take his retirement benefits from his pension with Aviva Life and Pensions UK Limited, the value of his plan dropped by around 24%. Mr R would now like Aviva to compensate him for the loss to his pension fund, which h... (5 pages)View decision -
Decision Reference DRN-4356298
22 Sep 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4356298 The complaint Mr C 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 early 2012, Mr C says he was introduce... (42 pages)View decision -
Decision Reference DRN-4130983
22 Sep 2023 Tesco Underwriting Limited UpheldInsuranceDRN-4130983 The complaint Mrs A complained that Tesco Underwriting Limited Tesco settled a third-party claim under her motor insurance policy. What happened Mrs A disputed a claim by another driver (the third-party) that Mrs A had damaged her car in an incident. Mrs A said that there had b... (3 pages)View decision -
Decision Reference DRN-4046018
22 Sep 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4046018 The complaint Mr H has complained that Lloyds Bank PLC (“Lloyds”) has refused to refund him money he lost as the result of a scam. What happened Mr H found an advertisement online for cryptocurrency investments. They claimed to be specialists in crypto trading and as this was o... (3 pages)View decision -
Decision Reference DRN-3901310
22 Sep 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3901310 The complaint P is a sole trader. Mrs P is unhappy with a number of aspects of the service she received from The Co-operative Bank Plc (The Co-op) when operating her business account. What happened Mrs P has had a business account (the Account) with The Co-op for a number of ye... (6 pages)View decision -
Decision Reference DRN-4291138
22 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4291138 The complaint Mr J complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) handled and settled a claim under his motor insurance policy. What happened Mr J had a motor insurance policy with Admiral covering his car. In November 2022 Mr J was involved in a collisio... (3 pages)View decision -
Decision Reference DRN-4346630
22 Sep 2023 First Data Europe Limited UpheldBanking and PaymentsDRN-4346630 The complaint Miss L complains that she was given misleading information when she entered into a contract with First Data Europe Limited for merchant services and terminal hire. She says she wouldn’t have entered into the agreement if she’d known the true cost. What happened On... (2 pages)View decision -
Decision Reference DRN-4363965
22 Sep 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4363965 The complaint Mr T complains that National Westminster Bank Plc (“NatWest”) refuses to refund his losses after he fell victim to a scam. What happened Mr T has explained that around early July 2022, he saw an advert on social media and registered his details. He was subsequentl... (5 pages)View decision
