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 121262 results
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Decision Reference DRN-3839111
2 Dec 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3839111 The complaint G, a limited company, complains that AXA Insurance UK Plc unfairly declined a claim under their business protection insurance policy, and it caused delays in coming to this decision. Where I refer to AXA, this includes its agents and claims handlers. What happened... (5 pages)View decision -
Decision Reference DRN-3774606
2 Dec 2022 Covea Insurance plc UpheldInsuranceDRN-3774606 The complaint Mr D is unhappy with Covea Insurance plc’s decision to turn down a claim made under his Property Owners policy. All references to Covea include its appointed agents. Mr D is being represented in this complaint, but for ease of reading, I’ll refer to him directly. ... (4 pages)View decision -
Decision Reference DRN-3719448
2 Dec 2022 Unum Ltd UpheldInsuranceDRN-3719448 The complaint Mrs C is unhappy that Unum Ltd declined a claim made on a group income protection policy she has the benefit of. What happened Towards the end of January 2020, Mrs C became absent from work and was signed off sick by her GP with gastroenteritis up until the end of... (4 pages)View decision -
Decision Reference DRN-3652950
2 Dec 2022 Vale Independent Financial Advisers Limited UpheldPensions and AnnuitiesDRN-3652950 The complaint Mr D complains about the advice given by Vale Independent Financial Advisers Limited (“Vale”) to transfer the benefits from his defined-benefit (‘DB’) scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes ... (10 pages)View decision -
Decision Reference DRN-3838864
2 Dec 2022 AWP P&C SA UpheldInsuranceDRN-3838864 The complaint Mr and Mr P are unhappy with the way in which AWP P&C SA handled a claim made on their travel insurance policy. What happened Mr and Mrs P had the benefit of an annual travel insurance policy, underwritten by AWP (‘the policy’). At the end of January 2021, and... (6 pages)View decision -
Decision Reference DRN-3576328
2 Dec 2022 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-3576328 The complaint Mrs G complains about a fixed sum loan she took out with a finance provider, to pay for an educational course. In November 2022, Link Financial Outsourcing Limited trading as Asset Link Capital (No.9) became the legal owner of Mrs G’s loan. So for ease, I’ve just ... (4 pages)View decision -
Decision Reference DRN-3838648
2 Dec 2022 QBE UK Limited UpheldInsuranceDRN-3838648 The complaint A limited company, which I will call H, has complained about QBE UK Limited’s settlement of a claim for business interruption under its business insurance policy. Mr C, as a director of H, has brought the complaint on its behalf. What happened I issued a provision... (4 pages)View decision -
Decision Reference DRN-3319742
2 Dec 2022 PrisWM Limited UpheldPensions and AnnuitiesDRN-3319742 The complaint Mrs R complains about the suitability of the advice provided by PrisWM Limited (“PWM”) in November 2017 to transfer the value of her safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a self-invested personal pension (“SIPP”). Mrs R is represente... (13 pages)View decision -
Decision Reference DRN-3768291
2 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3768291 The complaint Mr L complains that Santander UK Plc blocked and closed his accounts after returning a cheque that was deposited. He’s also unhappy that it recorded information about this with a fraud prevention agency. What happened In September 2020 a cheque was deposited into ... (2 pages)View decision -
Decision Reference DRN-3782503
2 Dec 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3782503 The complaint Mrs M complains that Casualty & General Insurance Company (Europe) Ltd unfairly declined a claim she made on her pet insurance policy. What happened In December 2021, Mrs M’s dog was diagnosed with Cushing’s disease. She made several claims on the policy for t... (4 pages)View decision
