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 128312 results
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Decision Reference DRN-4119237
7 Jul 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4119237 The complaint Mr M complains about Haven Insurance Company Limited’s handling of his car insurance claim. All references to Haven also include its appointed agents. What happened I’m aware a separate complaint has been brought by Mr M regarding the actions of the broker of the ... (2 pages)View decision -
Decision Reference DRN-4234026
7 Jul 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4234026 The complaint Miss M complains about how Mulsanne Insurance Company Limited (“Mulsanne”) handled a claim under her car insurance policy which resulted in her car being sold without her knowledge. What happened Miss M had a motor insurance policy with Mulsanne covering her car, ... (4 pages)View decision -
Decision Reference DRN-4206182
7 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4206182 The complaint Mr H has complained about the way Aviva Insurance Limited dealt with claims he made for repairs under his car insurance policy. What happened In November 2022 Mr H’s car was damaged in an incident with another vehicle. He was shunted from behind by a Heavy Goods V... (6 pages)View decision -
Decision Reference DRN-4169563
7 Jul 2023 Ageas Insurance Limited UpheldInsuranceDRN-4169563 The complaint The complaint Mr and Mrs P complain about how Ageas Insurance Limited (“Ageas”) handled a claim they made on their car insurance policy following an accident. What happened Mr and Mrs P have motor insurance with Ageas. The policy renewed in January 2022. Unfortuna... (4 pages)View decision -
Decision Reference DRN-4182077
7 Jul 2023 Portafina Investment Management Limited UpheldPensions and AnnuitiesDRN-4182077 The complaint Mr R complains about the advice given by Portafina Investment Management Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self- invested personal pension (‘SIPP’). He says the advice was unsuitable for him and belie... (9 pages)View decision -
Decision Reference DRN-4204772
7 Jul 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4204772 The complaint Mr J complains that American Express Services Europe Limited, trading as American Express (“American Express”), irresponsibly granted him a credit card he couldn’t afford to repay. What happened Mr J entered into an agreement with American Express to have access t... (3 pages)View decision -
Decision Reference DRN-4204856
7 Jul 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4204856 The complaint Mr C complains about how Advantage Insurance Company Limited handled a claim made on his motor insurance policy. He wants compensation for his consequent losses. What happened Mr C was involved in an incident and called Advantage’s recovery agent for assistance. H... (3 pages)View decision -
Decision Reference DRN-4225937
7 Jul 2023 Business Insurance Solutions Limited UpheldInsuranceDRN-4225937 The complaint Mr P complains that Business Insurance Solutions Limited (“BISL”) provided incorrect information about the cancellation of his policy. What happened Mr P had a van insurance policy that was administered through a broker – BISL. On 11 June 2022 his vehicle was seiz... (3 pages)View decision -
Decision Reference DRN-4233839
7 Jul 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4233839 The complaint Ms S has complained that Royal & Sun Alliance Insurance Limited (RSA) unfairly made a fraud finding about a claim she made under a home insurance policy. What happened Ms S contacted RSA to make a claim for storm damage to part of her home. RSA sent a surveyor... (5 pages)View decision -
Decision Reference DRN-4163264
7 Jul 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4163264 The complaint Mr A is unhappy with how American Express Services Europe Limited (AESEL) ‘Amex’ responded about a dispute in relation to a credit card transaction. What happened Mr A made a payment to a travel service (‘the supplier’) in December 2021. However, he realised he ha... (3 pages)View decision