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-4027181
23 Mar 2023 Society of Lloyd's UpheldInsuranceDRN-4027181 The complaint Mr and Mrs L have complained about the way Society of Lloyd’s (SoL) have handled a claim they made under their Premier Guarantee New Home Warranty (the warranty). What happened Mr and Mrs L own an apartment in a building comprised of 16 apartments which were compl... (19 pages)View decision -
Decision Reference DRN-3575974
23 Mar 2023 Gain Capital UK Limited UpheldInvestmentsDRN-3575974 The complaint Mr P is complaining that Gain Capital UK Limited trading as City Index incorrectly executed certain trades on his account. What happened In December 2019, Mr P had held short positions at City Index on a GBP-USD currency pair for some time. On the evening of 12 De... (5 pages)View decision -
Decision Reference DRN-4042524
23 Mar 2023 The Salvation Army General Insurance Corporation Ltd UpheldInsuranceDRN-4042524 The complaint Mr A complains The Salvation Army General Insurance Corporation Ltd unfairly declined his self-storage claim. What happened In September 2021 Mr A claimed against his Salvation Army self-storage insurance policy. He claimed for goods in storage being damaged by ve... (4 pages)View decision -
Decision Reference DRN-3997386
23 Mar 2023 Society of Lloyd's UpheldInsuranceDRN-3997386 The complaint Mr P has complained about the way Society of Lloyd’s (SoL) have handled a claim he made under his Premier Guarantee New Home Warranty (the warranty). What happened I issued my provisional decision on 10 February 2023, explaining why I was intending to uphold this ... (18 pages)View decision -
Decision Reference DRN-4042278
23 Mar 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4042278 The complaint Mr T complains about how Liverpool Victoria Insurance Company Limited (“LV”) has handled a claim he made under his home insurance policy. He doesn’t think its offer to settle his claim is fair. LV is the underwriter of this policy i.e. the insurer. Part of this co... (4 pages)View decision -
Decision Reference DRN-4027410
23 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-4027410 The complaint Mr S complains about the service he got from British Gas Insurance Limited (British Gas) and about its decision to turn down his claim on his home emergency insurance policy. What happened Mr S was having an extension to his house built. When digging, his builders... (3 pages)View decision -
Decision Reference DRN-4039277
23 Mar 2023 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4039277 The complaint Mr S complained that Pi Financial Limited (trading as Money Foundations) advised him to switch his Aviva Personal Pension (PP) into a Self-Invested Personal Pension (SIPP). This advice facilitated investment into a high-risk product - the Optima Worldwide Group (O... (12 pages)View decision -
Decision Reference DRN-3981854
23 Mar 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3981854 The complaint Miss F is unhappy that Nationwide Building Society has refused to refund the money she lost after falling victim to a scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in su... (4 pages)View decision -
Decision Reference DRN-4041915
23 Mar 2023 Markerstudy Insurance Company Limited UpheldInsuranceDRN-4041915 The complaint Ms T complains about how Markerstudy Insurance Company Limited has handled a claim under her motorhome insurance policy. Markerstudy is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agent. As Markerstudy has ac... (5 pages)View decision -
Decision Reference DRN-3993264
23 Mar 2023 Ageas Insurance Limited UpheldInsuranceDRN-3993264 The complaint Ms C and Mr C are unhappy with Ageas Insurance Limited’s (Ageas) handling of a claim made under their buildings insurance policy. Any reference to Ageas includes its agents. What happened In November 2021, Mr C was contacted by the tenants who live in a property h... (4 pages)View decision
