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 119923 results
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Decision Reference DRN-3849012
14 Dec 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3849012 The complaint Mr O complains that Starling Bank Limited won’t refund to him the amount by which he was overcharged for some beers. What happened I issued a provisional decision on this complaint in November 2022 in which I described what had happened as follows: “Mr O used his ... (3 pages)View decision -
Decision Reference DRN-3858037
14 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3858037 The complaint Mr B is unhappy a storm damage claim he made under his home insurance policy has been declined by QIC Europe Ltd (QIC). What happened In January 2022 both Mr B’s main house roof and garage roof suffered damage during bad weather. Mr B contacted QIC, his home insur... (6 pages)View decision -
Decision Reference DRN-3459447
14 Dec 2022 AMG Wealth Solutions LLP UpheldPensions and AnnuitiesDRN-3459447 The complaint Mr O complains about the advice given by AMG Wealth Solutions LLP 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 financial loss. W... (15 pages)View decision -
Decision Reference DRN-3807840
14 Dec 2022 Haven Insurance Company Limited UpheldInsuranceDRN-3807840 The complaint Mr M complains that Haven Insurance Company Limited mishandled a claim on his motor insurance policy. Where I refer to Haven, I include claims-handlers and others insofar as I hold Haven responsible for their acts or omissions. What happened For the year from late... (3 pages)View decision -
Decision Reference DRN-3828566
14 Dec 2022 AWP P&C SA UpheldInsuranceDRN-3828566 The complaint Ms D complains about the service provided by AWP P&C SA (“AWP”) when making a travel insurance claim. What happened Ms D took out a single trip travel insurance policy, underwritten by AWP. In June, a few days before her departure date, she contracted Covid, w... (2 pages)View decision -
Decision Reference DRN-3451684
14 Dec 2022 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-3451684 The complaint Mr K complains that the transfer of his pension from Zurich Assurance Ltd (Zurich) to James Hay was delayed and as such caused Mr K a financial loss. What happened In February 2020 Mr K made a large single premium contribution to his Zurich pension. The size of th... (5 pages)View decision -
Decision Reference DRN-3845774
14 Dec 2022 HDI Global Specialty SE UpheldInsuranceDRN-3845774 The complaint Miss B complains about HDI Global Specialty SE (“HDI”) for declining her claim for damage to her home following an ingress of water. She wants HDI to settle her claim for repairs to her home. What happened Miss B lives in a semi-detached property with a converted ... (4 pages)View decision -
Decision Reference DRN-3624528
14 Dec 2022 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-3624528 The complaint The estate of Ms P has complained that credit was irresponsibly provided to Ms P, by JAJA Finance Limited. What happened In July 2016, Ms P took out a credit card with a limit of £4,300. This was with another entity, but it subsequently migrated to JAJA. Therefore... (3 pages)View decision -
Decision Reference DRN-3857696
14 Dec 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3857696 The complaint Ms R has complained about the service and settlement she received from Liverpool Victoria Insurance Company Limited (LV) following an escape of water claim she made on her home insurance policy. What happened Ms R made a claim on her home insurance for a leak whic... (7 pages)View decision -
Decision Reference DRN-3820765
14 Dec 2022 Skrill Limited UpheldBanking and PaymentsDRN-3820765 The complaint Mr T complains that Skrill Limited unfairly charged him inactivity fees which depleted the balance of his digital wallet account. What happened Around March 2016, Skrill restricted Mr T’s access to his account and later decided that it could no longer offer its se... (3 pages)View decision
