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 121479 results
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Decision Reference DRN-3843550
20 Dec 2022 Acromas Insurance Company Limited UpheldInsuranceDRN-3843550 The complaint Mr S complains Acromas Insurance Company Limited (Acromas) poorly handled a claim he made on the onward travel cover of his motor breakdown policy. What happened The background of this complaint is known in detail to the parties involved so I’ve summarised the key... (2 pages)View decision -
Decision Reference DRN-3655356
20 Dec 2022 Acasta European Insurance Company Limited UpheldInsuranceDRN-3655356 The complaint Mr B complains Acasta European Insurance Company Limited hasn’t treated him fairly after he made a claim on his building warranty policy. What happened Mr B owns an apartment. There are seven apartments in the block. Three are owned by the freeholder, and the othe... (8 pages)View decision -
Decision Reference DRN-3805696
20 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3805696 The complaint Mr and Mrs M complain that QIC Europe Limited (QIC) declined their claim for storm damage under their home insurance policy. The buildings and contents insurance policy was in joint names but, for ease of reading, I’ll just refer to Mr M throughout my decision. Wh... (3 pages)View decision -
Decision Reference DRN-3655315
20 Dec 2022 Acasta European Insurance Company Limited UpheldInsuranceDRN-3655315 The complaint Mrs D complains Acasta European Insurance Company Limited hasn’t treated her fairly after she made a claim on her building warranty policy. What happened Mrs D owns an apartment. There are seven apartments in the block. Three are owned by the freeholder, and the o... (9 pages)View decision -
Decision Reference DRN-3800343
20 Dec 2022 esure Insurance Limited UpheldInsuranceDRN-3800343 The complaint Mr C says esure Insurance Limited (esure) failed to transfer his motor insurance policy into his son’s name as agreed resulting in additional costs. What happened In April 2022 Mr C says he contacted esure to cancel his motor insurance. This was prior to the polic... (3 pages)View decision -
Decision Reference DRN-3604150
20 Dec 2022 Niche Independent Financial Advisers Limited UpheldPensions and AnnuitiesDRN-3604150 The complaint Mr R complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a personal pension plan. Niche Independent Financial Advisers Limited is responsible for answering this complaint and so to keep things... (10 pages)View decision -
Decision Reference DRN-3845311
20 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3845311 The complaint Mr S has complained that Barclays Bank UK PLC treated him unfairly by not accepting a Biometric Residents Permit (BRP) as identification. As a result, Mr S feels he has been discriminated against. What happened The details of the complaint are well known to both p... (2 pages)View decision -
Decision Reference DRN-3470360
20 Dec 2022 Wealthmasters Financial Management Ltd UpheldPensions and AnnuitiesDRN-3470360 The complaint Mr J complains about the advice given by Wealthmasters Financial Management Ltd (‘WFM’) to transfer the benefits from his defined-benefit (‘DB’) scheme with British Steel (‘BSPS’) to a Self-Invested Personal Pension ‘SIPP’.) He says the advice was unsuitable for h... (11 pages)View decision -
Decision Reference DRN-3766546
20 Dec 2022 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3766546 The complaint The complaint is about a claim Mr N made on his Father’s DAS Legal Expenses Insurance Company Limited (“DAS”) policy. Mr N says that DAS unreasonably declined his claim. What happened Mr N’s Father has the benefit of a DAS legal expenses insurance policy. Mr N mad... (3 pages)View decision -
Decision Reference DRN-3736268
20 Dec 2022 Ageas Insurance Limited UpheldInsuranceDRN-3736268 The complaint M complains about how Ageas Insurance Limited has settled its claim on its commercial property owners insurance policy. Mr C, as a beneficiary of M’s policy, has brought this complaint on M’s behalf. For ease of reading I’ll refer to Mr C throughout. What happened... (2 pages)View decision
