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 125400 results
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Decision Reference DRN-4170592
22 Jun 2023 Currys Group Limited UpheldConsumer CreditDRN-4170592 The complaint Mr S complains that errors by Currys Group Limited caused a third party to wrongly report two hard searches on his credit file. What happened In August 2022 Mr S was shopping online for a new fridge freezer, on Currys’ website. He applied to buy the fridge freezer... (3 pages)View decision -
Decision Reference DRN-4115574
22 Jun 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4115574 The complaint Mr S complains that Skyfire Insurance Company Limited is responsible for mishandling of his motor insurance policy. What happened For the year from mid-February 2019, Mr S had a car insured on a policy branded with the name of an insurance intermediary. In late Se... (3 pages)View decision -
Decision Reference DRN-4203020
22 Jun 2023 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4203020 The complaint Mr S was advised by Total Financial Services Limited to switch his Scottish Widows personal pension into an Old Mutual plan in 2016, and the following year to switch funds within the Old Mutual plan. He says that he was wrongly advised to make these switches and a... (12 pages)View decision -
Decision Reference DRN-4207143
22 Jun 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4207143 The complaint Mr M complains that Santander UK Plc (Santander) won’t reimburse the money he lost in a scam. What happened What Mr M says: Mr M had arranged a safari holiday which was due to take place in September 2020. A deposit was paid, but the holiday was then postponed due... (6 pages)View decision -
Decision Reference DRN-4076330
22 Jun 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4076330 The complaint Mr F and Mrs F have complained that AXA Insurance UK Plc (AXA) unfairly declined a claim for theft under their home insurance policy. What happened Mr F and Mrs F contacted AXA to make claim for a burglary. AXA asked for photos of the damage and a completed loss l... (2 pages)View decision -
Decision Reference DRN-3896742
22 Jun 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-3896742 The complaint Mr S complains that ReAssure Limited hasn’t allowed him to increase his monthly pension contribution on his existing personal pension plan. What happened Mr S took out a personal pension plan (PPP) with a provider that I’ll refer to as Company B in December 2009. ... (3 pages)View decision -
Decision Reference DRN-4199155
22 Jun 2023 TenetLime Ltd UpheldInvestmentsDRN-4199155 The complaint Mr E’s complained that TenetLime Ltd failed to record his answers to a health and lifestyle questionnaire accurately – which resulted in the insurer declining the terminal illness claim he made on his policy on the basis of misrepresentation. What happened In autu... (3 pages)View decision -
Decision Reference DRN-4207030
22 Jun 2023 West Bay Insurance Plc UpheldInsuranceDRN-4207030 The complaint Mr H has complained about the way his motor insurer, West Bay Insurance Plc (‘West Bay’) dealt with a claim he made on his policy. West Bay is the underwriter of this policy i.e. the insurer. Throughout the claim Mr H was also dealing with other companies who act... (4 pages)View decision -
Decision Reference DRN-3971084
22 Jun 2023 GEE & WATSON WEALTH MANAGEMENT LIMITED UpheldPensions and AnnuitiesDRN-3971084 The complaint Mr S complains about Gee & Watson Wealth Management Limited’s (G&W) mismanagement and maladministration of his pension which has led to financial losses. What happened Mr S had a Self-Invested personal pension (SIPP) and in 2014 he was recommended by a dif... (5 pages)View decision -
Decision Reference DRN-4005704
22 Jun 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4005704 The complaint Mr G is complaining that Capital One (Europe) plc hasn’t refund money he paid for flights, excursions and railway tickets. What happened Mr G bought flights, two tour packages and railway tickets to travel to and around a country, who I shall refer to as P, in Apr... (6 pages)View decision
