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-3978584
18 Aug 2023 Hiscox Insurance Company Limited UpheldInsuranceDRN-3978584 The complaint Mr S, trading as an enterprise, complains about the settlement, by Hiscox Insurance Company Limited, of his business interruption insurance claim, made as a result of the COVID-19 pandemic. What happened The following is intended only as a brief summary of events.... (16 pages)View decision -
Decision Reference DRN-4295223
18 Aug 2023 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4295223 The complaint Mr L complains that Phoenix Life Limited (Phoenix) didn’t honour the initial cash equivalent transfer value (CETV) that it set out in his retirement pack when he wanted to transfer his occupational pension scheme (OPS) benefits. He says Phoenix recalculated the va... (5 pages)View decision -
Decision Reference DRN-4180214
18 Aug 2023 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4180214 The complaint Miss S complains about the quality of a car supplied to her under a hire purchase agreement with Specialist Motor Finance Limited (“SMF”). What happened In July 2022, Miss S took out a hire purchase agreement with SMF for a used car. This car had a cash price of £... (7 pages)View decision -
Decision Reference DRN-4307442
18 Aug 2023 Nutmeg Saving and Investment Limited UpheldInvestmentsDRN-4307442 The complaint Miss P complained about the service provided by Nutmeg Saving and Investment Limited. She said it failed to transfer a cash balance from her ISA to a third party and instead transferred it to one of her bank accounts. Miss P said it had caused great disruption, wo... (4 pages)View decision -
Decision Reference DRN-4285261
18 Aug 2023 Vitality Health Limited UpheldInsuranceDRN-4285261 The complaint Mrs L has complained about the service she received from Vitality Health Limited (‘Vitality’). What happened Mrs L has a private medical insurance policy, underwritten by Vitality. She is unhappy that Vitality didn’t pay for medication, didn’t arrange a referral t... (2 pages)View decision -
Decision Reference DRN-4123124
18 Aug 2023 China Taiping Insurance (UK) Co Ltd UpheldInsuranceDRN-4123124 The complaint Mr and Mrs K complain about how China Taiping Insurance (UK) Co Ltd handled a subsidence claim they made on their home insurance policy. Reference to China Taiping includes its agents. What happened Mr and Mrs K hold a home insurance policy with China Taiping. Whe... (2 pages)View decision -
Decision Reference DRN-4285568
18 Aug 2023 Markerstudy Insurance Company Limited UpheldInsuranceDRN-4285568 The complaint Mr L complains about how Markerstudy Insurance Company Limited handled his claim on his motor insurance policy. What happened Mr L had a commercial motor insurance policy that was underwritten by Markerstudy. On 9 September 2022 he made a claim after he was involv... (2 pages)View decision -
Decision Reference DRN-4297667
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4297667 The complaint Mr R complains British Gas Insurance Limited incorrectly diagnosed a problem with his boiler under his HomeCare insurance policy. What happened The background to the complaint is known to both Mr R and British Gas so I won’t repeat it here. In this decision I’ll f... (2 pages)View decision -
Decision Reference DRN-4305653
18 Aug 2023 IG Markets Limited UpheldInvestmentsDRN-4305653 The complaint Mrs P complained about the service provided by IG Markets Limited. She said it delayed arranging for additional shares to be added to her ISA account from a rights issue. Mrs P said whilst she was trying to chase this up and sort it out, IG provided poor service. ... (4 pages)View decision -
Decision Reference DRN-4300084
18 Aug 2023 Tesco Underwriting Limited UpheldInsuranceDRN-4300084 The complaint Mr and Mrs W have complained about Tesco Underwriting Limited. They aren’t happy about the way it dealt with a claim under their motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows; Mr ... (2 pages)View decision