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 128535 results
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Decision Reference DRN-4331656
4 Sep 2023 Wilmot Lynne & Co UpheldPensions and AnnuitiesDRN-4331656 The complaint Mr H complains that he was given unsuitable advice by Wilmot Lynne & Co to transfer the benefits from a defined-benefit (DB) occupational pension scheme with a former employer to a buyout bond – also referred to as a Section 32 policy – and a personal pension ... (10 pages)View decision -
Decision Reference DRN-4329563
4 Sep 2023 Higos Insurance Services Ltd UpheldInsuranceDRN-4329563 The complaint P, a limited company, is unhappy with what Higos Insurance Services Ltd did after it contacted it about a legal claim that had been made against it. What happened P is a company involved in the management of a property. In May 2022 it told Higos (its broker) about... (3 pages)View decision -
Decision Reference DRN-4284042
4 Sep 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4284042 The complaint Mr C complains that Advantage Insurance Company Limited (“Advantage”) cancelled his car insurance policy. What happened Mr C had a motor insurance policy with Advantage covering his car. The policy covered him for social, domestic, pleasure and commuting. Mr C had... (3 pages)View decision -
Decision Reference DRN-4331605
4 Sep 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4331605 The complaint Miss A is unhappy with AXA Insurance Plc’s handling of a subsidence claim made under her building insurance policy. Where I’ve referred to AXA, this also includes any actions and communications from agents appointed by AXA to handle the claim on their behalf. What... (6 pages)View decision -
Decision Reference DRN-4199538
4 Sep 2023 Euroins AD UpheldInsuranceDRN-4199538 The complaint Ms G complains Euroins AD declined her claim for physiotherapy she underwent abroad. What happened Ms G took out a single trip travel insurance policy, underwritten by Euroins. And she travelled abroad with her husband, for a holiday lasting around 12 weeks. Unfor... (3 pages)View decision -
Decision Reference DRN-4234977
4 Sep 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4234977 The complaint Miss W has complained about the service provided by AXA Insurance UK Plc under a property insurance policy following a water leak. For the avoidance of doubt, the term ‘AXA’ includes its agents, representatives and contractors in this decision letter. What happene... (3 pages)View decision -
Decision Reference DRN-4235685
4 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4235685 The complaint Mr B complained that Barclays Bank UK PLC froze his credit card for two weeks. Mr B said he wasn’t able to use the card to make payments, and he was fined £85 as a result. Mr B said Barclays told him the card itself was damaged, but he was attempting online paymen... (3 pages)View decision -
Decision Reference DRN-4331427
4 Sep 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4331427 The complaint Mr H complains that Domestic & General Insurance Plc (“D&G”) declined a claim he made on his home emergency policy for a problem with a leaking toilet. What happened I recently issued a provisional decision in which I said: I’ll summarise the main points a... (2 pages)View decision -
Decision Reference DRN-4331535
4 Sep 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4331535 The complaint Ms M is unhappy with the way in which Great Lakes Insurance SE handled a claim made on her travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll ... (2 pages)View decision -
Decision Reference DRN-4271466
4 Sep 2023 Tier One Capital Wealth Management Limited UpheldPensions and AnnuitiesDRN-4271466 The complaint Mr D complains about the advice given by Tier One Capital Wealth Management Limited to transfer the benefits from his defined-benefit (“DB”) occupational pension scheme to a hybrid self-invested personal pension (“HSIPP”). He feels the advice was unsuitable for hi... (6 pages)View decision