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 122404 results
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Decision Reference DRN-4023024
7 Jun 2023 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4023024 The complaint Mr G complains that The National Farmers' Union Mutual Insurance Society Limited (NFU) unfairly rejected a claim on his Horse and Rider insurance policy and caused unnecessary delays when dealing with the claim. What happened Mr G took out a Horse and Rider i... (3 pages)View decision -
Decision Reference DRN-4070229
7 Jun 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4070229 The complaint Miss M has complained about Casualty & General Insurance Company (Europe) Ltd’s (Casualty & General’s) decision to decline a claim she made on her pet insurance policy. What happened Miss M took out a pet insurance policy with Casualty & General on 9 N... (2 pages)View decision -
Decision Reference DRN-3860064
7 Jun 2023 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-3860064 The complaint Mr T complains about the advice Inspirational Financial Management Ltd (IFM) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has cau... (5 pages)View decision -
Decision Reference DRN-4177101
7 Jun 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4177101 The complaint Miss F complains that Aviva Life & Pensions UK Limited (Aviva) delayed the payment of her pension benefits during which time the value of her fund fell. She would like compensation for the losses suffered. What happened Miss F lives outside the UK. She wrote t... (6 pages)View decision -
Decision Reference DRN-4177052
7 Jun 2023 Aon UK Limited UpheldInsuranceDRN-4177052 The complaint Mr B has complained about the service provided by Aon UK Limited’s when acting on his behalf in relation to an insurance claim. What happened Aon had arranged an office insurance policy for Mr B. In 2020, Mr B wanted to make a claim under the policy for business i... (4 pages)View decision -
Decision Reference DRN-4063294
7 Jun 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4063294 The complaint Mr U complains Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) removed online access to his credit card account and made mistakes when making reasonable adjustments to allow him to access account information. What happened Mr U says that after he open... (3 pages)View decision -
Decision Reference DRN-4176639
7 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4176639 The complaint Mr B is a sole trader. He has complained about Aviva Insurance Limited’s handling of his claim for business interruption cover under his office insurance policy. Aviva is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions ... (4 pages)View decision -
Decision Reference DRN-3955551
7 Jun 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3955551 The complaint Mrs C complains that Bank of Scotland plc trading as Halifax provided poor customer service when she tried to withdraw £5,000 in cash. What happened Mrs C says she telephoned Halifax to pre-arrange a cash withdrawal of £5,000 in her local branch. Unfortunately, sh... (3 pages)View decision -
Decision Reference DRN-4172515
7 Jun 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4172515 The complaint Ms P complains about how AXA Insurance UK Plc handled and settled her claim on her home insurance policy. What happened Ms P had home insurance that was underwritten by AXA. In December 2019 there was a small explosion in her kitchen that caused a fire. She made a... (5 pages)View decision -
Decision Reference DRN-4171508
7 Jun 2023 East End Fair Finance Limited UpheldConsumer CreditDRN-4171508 The complaint Mr G says East End Fair Finance Limited, trading as Fair Finance, irresponsibly lent to him. What happened Fair Finance approved two loans for Mr G. The first was in November 2019 for £500 to be repaid over 14 months at £58 a month. The second was in July 2021 for... (3 pages)View decision
