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 125299 results
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Decision Reference DRN-4236009
19 Jul 2023 Elevate Portfolio Services Limited UpheldPensions and AnnuitiesDRN-4236009 The complaint Mr O complains that Elevate Portfolio Services Limited (“Elevate”) failed to complete the transfer of his pension savings to another provider in a timely manner. What happened Mr O held pension savings with Elevate that he decided to transfer to another provider –... (4 pages)View decision -
Decision Reference DRN-4188343
19 Jul 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4188343 The complaint Mr Q complains about AXA Insurance UK Plc’s settlement of a claim under his car insurance. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr Q had car insurance underwritten by AXA. He made ... (3 pages)View decision -
Decision Reference DRN-4175546
19 Jul 2023 QIC Europe Ltd UpheldInsuranceDRN-4175546 The complaint Mrs C complains that QIC Europe Ltd rejected her claim under her pet insurance policy. My references to QIC include its claim and complaint handling agents. What happened In December 2022 Mrs C says she noticed that her dog had a lump the size of a quail’s egg. Sh... (3 pages)View decision -
Decision Reference DRN-4079016
19 Jul 2023 British Gas Services Limited UpheldInsuranceDRN-4079016 The complaint Ms M complains about her home emergency policy with British Gas Services Limited (British Gas). The complaint is about how British Gas responded to a water leak at her property. References to British Gas in this decision include their agents who provide services u... (5 pages)View decision -
Decision Reference DRN-4249437
19 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4249437 The complaint This complaint is about the service Mr M received from Barclays Bank UK PLC about his credit card. What happened Mr M told us he applied for a basic credit card with Barclays. He thought his application had been refused. But then he got a text message to say a cre... (6 pages)View decision -
Decision Reference DRN-3652321
19 Jul 2023 Michael James UpheldPensions and AnnuitiesDRN-3652321 The complaint Miss M complains about the advice given by Michael James to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. she says the advice was unsuitable for her and believes this has caused... (13 pages)View decision -
Decision Reference DRN-4235511
19 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4235511 The complaint Mr B and Mrs B complain about Aviva Insurance Limited and the decision to decline their insurance claim for flood damage. Mr B has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any actions taken... (5 pages)View decision -
Decision Reference DRN-4253639
19 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4253639 The complaint Mr G complains about Aviva Insurance Limited’s handling of his Buildings Insurance claim. All references to Aviva also include its appointed agents. What I’m considering in my decision I’m recognise there have been issues prior to November 2021, when Aviva said it... (5 pages)View decision -
Decision Reference DRN-4253578
19 Jul 2023 Ageas Insurance Limited UpheldInsuranceDRN-4253578 The complaint Mr S has complained about Ageas Insurance Limited’s (“Ageas”) service in connection with a claim he made on his mobility scooter insurance policy. Mr S has been dealing with a company who administer the policy on Ageas’ behalf. But since... (4 pages)View decision -
Decision Reference DRN-4112268
19 Jul 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4112268 The complaint Mr T has complained about the problems he encountered trying to comply with American Express Services Europe Limited’s ‘Knowing Your Customer’ (KYC) process. He is also dissatisfied with the way that it dealt with his complaint. In addition, he said that he hadn’t... (3 pages)View decision
