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 121876 results
-
Decision Reference DRN-4257942
25 Jul 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4257942 The complaint Mrs L says that Aviva caused delays in processing her pension withdrawal so that it was not made before the end of the tax year 2020/21. She was taking the money out so she could reduce her mortgage and because of the delay she decided not to take a second withdra... (5 pages)View decision -
Decision Reference DRN-4199824
25 Jul 2023 QIC Europe Ltd UpheldInsuranceDRN-4199824 The complaint Mr M has complained that QIC Europe Ltd unfairly declined a claim on his pet insurance policy and deducted two excess payments from the settlement of another claim. What happened Mr M took out a pet insurance policy for his dog with QIC. The policy renewed on 18 J... (2 pages)View decision -
Decision Reference DRN-4031876
25 Jul 2023 Wesleyan Assurance Society UpheldPensions and AnnuitiesDRN-4031876 The complaint Ms P has complained about advice she received from Wesleyan Assurance Society to transfer her additional voluntary contribution (AVC) to a Flexi-Access Drawdown (FAD) plan. What happened In July 2017 Ms P met with an adviser from Wesleyan as she wanted advice rega... (6 pages)View decision -
Decision Reference DRN-4215334
25 Jul 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4215334 The complaint Mr H complains that Fairmead Insurance Limited declined a claim he made under his buildings insurance policy following bad weather. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: In January 2023, Mr H’s ten... (2 pages)View decision -
Decision Reference DRN-4114457
25 Jul 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-4114457 The complaint Mr S, through a representative complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) didn’t carry out proportionate affordability checks before it granted his loans. What happened Mr S was advanced 11 loans and I’ve included some... (5 pages)View decision -
Decision Reference DRN-4260993
24 Jul 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4260993 The complaint Mr C and Miss H complain that Great Lakes Insurance SE won’t pay their travel insurance claim and about its service. What happened Mr C and Miss H had a single trip travel insurance policy, Great Lakes was the insurer. Their flight from a UK airport to Frankfurt a... (5 pages)View decision -
Decision Reference DRN-4262701
24 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4262701 The complaint Mr M complains about Aviva Insurance Limited (“Aviva”) for declining his home insurance claim, based upon a video call assessment. He wants Aviva to settle his claim and reimburse his costs. What happened Mr M insured his home with Aviva. His policy included cover... (3 pages)View decision -
Decision Reference DRN-4261967
24 Jul 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4261967 The complaint Ms B is unhappy with ReAssure Limited’s confusing and contradictory messages regarding the value of her pension, and their refusal to honour a minimum pension payment that she felt her policy entitled her to. Ms B has been represented by a financial advisor throug... (6 pages)View decision -
Decision Reference DRN-4192414
24 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4192414 The complaint Miss P has complained that HSBC UK Bank Plc (HSBC) has refused to refund her the money she lost as a result of a scam. While HSBC initially credited the lost funds to Miss P’s account, they later debited the funds following the results of their investigations. HSB... (5 pages)View decision -
Decision Reference DRN-4249114
24 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4249114 The complaint Mrs K has complained that Santander UK Plc (Santander) has refused to refund the money she lost falling victim to a scam. Mrs K is being represented by a third party. To keep things simple, I will refer to Mrs K throughout my decision. What happened The background... (3 pages)View decision
