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 120614 results
-
Decision Reference DRN-5356962
26 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5356962 The complaint Mr I and Ms I have complained about delays by AXA Insurance UK Plc in settling a claim made under their home insurance policy. References to AXA in my decision also include its agents. What happened The history and details of this complaint history are well kno... (4 pages)View decision -
Decision Reference DRN-5357275
26 Feb 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5357275 The complaint Mr A complains that Marshmallow Insurance Limited avoided his car insurance policy (treated it like it never existed) and refused to pay his claim. What happened Mr A took out a car insurance policy with Marshmallow through a comparison site online in October ... (4 pages)View decision -
Decision Reference DRN-5357797
26 Feb 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5357797 The complaint Mr and Mrs H complain that Liverpool Victoria Insurance Company Limited (“LV”) unfairly cancelled their home insurance (buildings) policy and placed a fraud marker on a database. Mr and Mrs H are joint policyholders, but most of the communication regarding the ... (6 pages)View decision -
Decision Reference DRN-5341142
26 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5341142 The complaint Mr M’s complaint is that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) should not have accepted his self-invested personal pension (SIPP) application from an unregulated, overseas adviser which resulted in him transferring from a define... (42 pages)View decision -
Decision Reference DRN-4950874
26 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4950874 The complaint Ms Y complains that Santander UK Plc hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only provide a summary of key events here. Ms Y was contacted by an investment bro... (5 pages)View decision -
Decision Reference DRN-5347152
26 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5347152 The complaint Mr E complains about the service he received from Advantage Insurance Company Limited (Advantage) when dealing with a third-party claim. What happened Mr E held car insurance underwritten by Advantage. In July 2022, Mr E was involved in a motor incident. Adva... (3 pages)View decision -
Decision Reference DRN-5353640
26 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5353640 The complaint h complains that National Westminster Bank Plc (NatWest) hasn’t refunded it money it says it lost to a scam. What happened In October 2023, h was approached by a new customer about financing an agreement for a second-hand car. In summary, h found a company to f... (6 pages)View decision -
Decision Reference DRN-5337964
26 Feb 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5337964 The complaint Mrs H has complained about Tradex Insurance Company PLC. She isn’t happy about the valuation of her car after it was deemed a total loss following a claim under her motor insurance policy. What happened Mrs H made a claim under her motor insurance policy and he... (2 pages)View decision -
Decision Reference DRN-5111582
26 Feb 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5111582 The complaint Mr S is unhappy that J.P. Morgan Europe Limited, trading as Chase (“Chase”), will not refund the money he lost after he fell victim to a scam. Mr S has used a representative to bring his complaint to this service. For ease, I will refer solely to Mr S througho... (5 pages)View decision -
Decision Reference DRN-5203628
26 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5203628 The complaint Mr K complains U K Insurance Limited provided misleading information about his motor insurance. What happened Mr K held UKI motor insurance. It covered Car A at a cost of around £2,000 for 12 months. Mr K was interested in part exchanging Car A for Car B. Befo... (4 pages)View decision
