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 122183 results
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Decision Reference DRN-4165581
8 Aug 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4165581 The complaint Ms J has complained about how Red Sands Insurance Company (Europe) Limited (‘Red Sands’) said it would settle a claim under a home insurance policy. What happened Ms J submitted a claim to Red Sands when her son fell in the shower damaging it. Red Sands accepted t... (2 pages)View decision -
Decision Reference DRN-4217172
8 Aug 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4217172 The complaint Miss T complains about Casualty & General Insurance Company (Europe) Ltd’s decision to decline a claim for the cost of an operation on her dog. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary h... (5 pages)View decision -
Decision Reference DRN-4286394
8 Aug 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4286394 The complaint Mr S is concerned that his pension fund lost significant value when he decided to switch from The Prudential Assurance Company Limited (Prudential) to a new provider. He says this was despite a significant increase in the stock market over the same period. What ha... (5 pages)View decision -
Decision Reference DRN-4213853
8 Aug 2023 MotoNovo Finance Limited UpheldConsumer CreditDRN-4213853 The complaint Mr S complains about the quality of a car he has been financing through an agreement with MotoNovo Finance Limited, who I’ll call MotoNovo. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll... (3 pages)View decision -
Decision Reference DRN-4280534
8 Aug 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4280534 The complaint Mr T 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 or around mid to late 2012, Mr T was a... (41 pages)View decision -
Decision Reference DRN-3972008
8 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-3972008 The complaint Mr and Mrs D are unhappy with the way U K Insurance Limited (“UKI”) handled a claim they made on their home insurance policy for subsidence. As Mr D primarily dealt with things, for simplicity I’ll refer to him only. Reference to UKI includes its agents and repres... (3 pages)View decision -
Decision Reference DRN-4289829
8 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4289829 The complaint Mr K has complained about his car insurer U K Insurance Limited (UKI) because it has accused him of fraud and declined the theft claim it had previously settled in full. Mr K has been known by another name, but Mr K is the name relevant to this complaint about his... (5 pages)View decision -
Decision Reference DRN-4273534
8 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4273534 The complaint Miss S has complained that Bank of Scotland plc trading as (“Halifax”) acted unfairly by continuing to apply charges to her account when she was in financial difficulty. What happened Miss S held an account with Halifax with a £250 overdraft facility. Miss S’s acc... (3 pages)View decision -
Decision Reference DRN-4170519
8 Aug 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4170519 The complaint Miss M complains that she has suffered stress and anxiety as a result of her dealings with Scottish Widows Limited (Scottish Widows) in relation to her request to withdraw a tax-free lump sum. What happened In February 2023, Miss M contacted Scottish Widows by tel... (4 pages)View decision -
Decision Reference DRN-4275673
8 Aug 2023 Wakam UpheldInsuranceDRN-4275673 The complaint Mr A complains about how Wakam has dealt with his claim on his commercial motor insurance policy. What happened Mr A is a taxi driver and had an insurance policy for his vehicle that was underwritten by Wakam. In August 2021 he made a claim after a third party cra... (3 pages)View decision
