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 120327 results
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Decision Reference DRN-4311468
12 Sep 2023 AWP P&C SA UpheldInsuranceDRN-4311468 The complaint Mrs C and Mr W complain about how AWP P&C SA handled their travel insurance claim and that it hadn’t paid their claim. My references to AWP include its agents. What happened Mrs C has travel insurance for her and her family through her bank account. Mr W is al... (4 pages)View decision -
Decision Reference DRN-4309324
12 Sep 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4309324 The complaint Mrs W complains about the way her home insurance claim has been handled. I consider Great Lakes Insurance SE is responsible for this complaint. Reference to Great Lakes includes its agents and representatives. What happened I’ll summarise the main points about thi... (7 pages)View decision -
Decision Reference DRN-3789018
12 Sep 2023 Capital Professional Limited UpheldPensions and AnnuitiesDRN-3789018 The complaint Mr S complains about the advice he received from Cowgills Wealth Limited (‘Cowgills’) in relation to his former workplace pension with Scottish Widows (the ‘SW pension’ or the ‘plan’). This was a defined contribution scheme and he was advised to switch this plan t... (5 pages)View decision -
Decision Reference DRN-4344282
12 Sep 2023 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-4344282 The complaint Mr B complains that Harbour Rock Capital Limited (“HRCL”) failed to provide him with timely advice on the transfer of his pension benefits to a new pension plan. What happened Mr B received his advice from Portafina Investment Management Limited. However recently ... (6 pages)View decision -
Decision Reference DRN-4345239
12 Sep 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4345239 The complaint A company which I’ll refer to as “O” complains that PayPal (Europe) Sarl et Cie SCA (‘PayPal’) didn’t provide it with the requested information to locate a missing payment, which caused a financial loss. The complaint is brought on its behalf by its director, Ms G... (4 pages)View decision -
Decision Reference DRN-4192430
12 Sep 2023 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-4192430 The complaint Mr K complains about the way Aviva Life & Pensions UK Limited has offered to settle an incapacity claim he made on a group income protection insurance policy. Mr K is represented by Mr B. What happened The background to this complaint is well-known to both par... (5 pages)View decision -
Decision Reference DRN-4108451
12 Sep 2023 I Go 4 Ltd. UpheldInsuranceDRN-4108451 The complaint Mr T and Mrs T complain that they were overcharged following the cancellation of their motor insurance policy administered by I Go 4 Ltd. Reference to IGO4 includes its agents. What happened Mr T held a telematics motor insurance policy administered by IGO4 and un... (2 pages)View decision -
Decision Reference DRN-4345072
12 Sep 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4345072 The complaint Mr C and Mrs C have complained that Lloyds Bank General Insurance Limited (Lloyds) unfairly declined a claim under a home insurance policy. What happened Mr C and Mrs C contacted Lloyds to make a claim for an escape of water in their home. When they contacted Lloy... (2 pages)View decision -
Decision Reference DRN-4305640
12 Sep 2023 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4305640 The complaint Mrs R complains about the way Scottish Equitable Plc trading as Aegon apportioned the death benefits from her late husband’s workplace pension. What happened Mr R had a workplace self-invested personal pension (“SIPP”) with Scottish Equitable Plc trading as Aegon ... (4 pages)View decision -
Decision Reference DRN-4328733
12 Sep 2023 Gresham Insurance Company Limited UpheldInsuranceDRN-4328733 The complaint Miss G complains about Gresham Insurance Company Limited declining a claim she made on her buildings insurance policy. Gresham are the underwriters (insurers) of this policy. Part of this complaint concerns the actions of their appointed agents. As Gresham have ac... (3 pages)View decision
