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-4037432
10 May 2023 Vodafone Limited UpheldConsumer CreditDRN-4037432 The complaint Mr G complains that two finance agreements that he took out with Vodafone Limited (“Vodafone”) were unaffordable and or that the decisions to lend to him were inappropriate. What happened Mr G took out two interest free finance agreements with Vodafone one in Augu... (5 pages)View decision -
Decision Reference DRN-4119527
10 May 2023 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-4119527 The complaint Miss G is unhappy that CIGNA Life Insurance Company of Europe SA-NV stopped making payments to her following a successful claim on a group income protection insurance policy she had the benefit of. What happened Miss G had the benefit of an income protection insur... (6 pages)View decision -
Decision Reference DRN-4109026
10 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4109026 The complaint Mr C is unhappy that AXA Insurance UK Plc offered a reduced settlement amount for a claim he made on his home insurance policy. Reference to AXA includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, so I’ll s... (3 pages)View decision -
Decision Reference DRN-4109013
10 May 2023 Avantia Insurance Limited UpheldInsuranceDRN-4109013 The complaint Mr C is unhappy with the way Avantia Insurance Limited sold and renewed his home insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Mr C took out home insurance through Avantia in 2019. It was... (4 pages)View decision -
Decision Reference DRN-4005798
10 May 2023 HSBC Life (UK) Limited UpheldInsuranceDRN-4005798 The complaint Mrs W complains that HSBC Life (UK) unfairly stopped her group income protection benefit. What happened Mrs W benefits from a group income protection policy, underwritten by HSBC Life and provided by her employer. She became absent from work in January 2022 follow... (3 pages)View decision -
Decision Reference DRN-4114204
10 May 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4114204 The complaint Mr and Mrs M are unhappy that Great Lakes Insurance SE (Great Lakes) declined their travel insurance claim. Any reference to Great Lakes includes all its agents. What happened Mr and Mrs M took out an annual multi-trip travel insurance policy which started on 26 N... (2 pages)View decision -
Decision Reference DRN-4089342
10 May 2023 JFP Financial Services Ltd UpheldPensions and AnnuitiesDRN-4089342 The complaint Mr B complains about the advice given by JFP Financial Services Ltd (‘JFP’) 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 caused a financi... (11 pages)View decision -
Decision Reference DRN-4120405
10 May 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4120405 The complaint Mrs R complains that a car she acquired with credit from Mercedes-Benz Financial Services UK Limited (MBFS) wasn’t of satisfactory quality. What happened Mrs R entered into a credit agreement with MBFS on 27 May 2021 to acquire a new car. The credit to buy the car... (4 pages)View decision -
Decision Reference DRN-4070818
10 May 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4070818 The complaint Ms M is unhappy with the way Royal & Sun Alliance Insurance Limited (RSA) handled her claim under her home emergency policy for a broken boiler and faulty toilet. Reference to RSA’s actions includes those of its agents. What happened Briefly, Ms M made two cla... (3 pages)View decision -
Decision Reference DRN-4115323
10 May 2023 Aviva Insurance Limited UpheldInsuranceDRN-4115323 The complaint Miss N and Mr P are unhappy that Aviva Insurance Limited declined a claim made on their travel insurance policy. What happened Miss N and Mr P were due to travel abroad with their daughter on 12 March 2020, returning 16 March 2020. They were due to stay at a theme... (4 pages)View decision
