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-3948169
20 Mar 2023 Chubb European Group SE UpheldInsuranceDRN-3948169 The complaint Mr T complains that Chubb European Group SE declined his claims on his motor insurance policy following the theft of his two cars. He wants his claim reviewed and compensation for his stress. What happened Thieves broke into Mr T’s house and stole his cars’ keys, ... (3 pages)View decision -
Decision Reference DRN-3845443
20 Mar 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3845443 The complaint Mr and Mrs S are complaining about the way Liverpool Victoria Insurance Company Limited (LV) has handled a claim they made on their buildings insurance policy. LV has used a number of agents to assist it with the handling of the claim. But for ease of reference I ... (4 pages)View decision -
Decision Reference DRN-3408120
20 Mar 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3408120 The complaint Mrs P is unhappy with the response of Creation Consumer Finance Ltd (Creation), following her complaints made against it under Section 75 of the Consumer Credit Act 1974 (“CCA”). What happened Mrs P complains that she tried to claim under Section 75 (s75) for prob... (4 pages)View decision -
Decision Reference DRN-3937419
20 Mar 2023 The Royal London Mutual Insurance Society Limited UpheldInvestmentsDRN-3937419 The complaint Mrs C complains that The Royal London Mutual Insurance Society Limited (‘Royal London’) has unreasonably refused her claim for death benefit under her joint life assurance policy. Instead, it has voided the policy on the grounds of misrepresentation. Mrs C believe... (8 pages)View decision -
Decision Reference DRN-3867020
20 Mar 2023 Pen-Life Associates Limited UpheldInvestmentsDRN-3867020 The complaint Mrs W complains Pen-Life Associates Limited (“PLA”) set up an offshore bond with an unsuitable life assured. What happened The bond Mrs W opened was put in a discounted gift trust. That trust was set up to make regular payments to Mrs W. But the bond was set up by... (3 pages)View decision -
Decision Reference DRN-4035392
20 Mar 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4035392 The complaint Miss D has complained that her pet insurer, Casualty & General Insurance Company (Europe) Ltd (“CGIC”), turned down various claims she made under the policy she has for her dog. CGIC is the underwriter of this policy i.e. the insurer. Throughout the claim Miss... (4 pages)View decision -
Decision Reference DRN-3455530
20 Mar 2023 Apollo Pension & Investment Advisers UpheldPensions and AnnuitiesDRN-3455530 The complaint Mr M complains Apollo Pension & Investment Advisers (Apollo) gave him unsuitable advice to transfer his two personal pension plans (PPP) into a Self-Invested Personal Pension (SIPP) and to then invest in unregulated investments. What happened Mr M had an ongoi... (11 pages)View decision -
Decision Reference DRN-4035603
20 Mar 2023 Markerstudy Insurance Company Limited UpheldInsuranceDRN-4035603 The complaint Mr H has complained about his car insurer Markerstudy Insurance Company Limited in relation to a claim he made when his classic car was stolen. What happened Mr H’s car was stolen in 2018 and Markerstudy began considering the claim. But it had concerns, undertook ... (6 pages)View decision -
Decision Reference DRN-4003343
20 Mar 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4003343 The complaint Miss W complains about a car she acquired through a hire purchase agreement with Startline Motor Finance Limited (“Startline”) not being of satisfactory quality. What happened In April 2022, Miss W acquired a used car through a hire purchase agreement with Startli... (6 pages)View decision -
Decision Reference DRN-4015807
20 Mar 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4015807 The complaint Mr E says Tesco Personal Finance PLC, trading as Tesco Bank, irresponsibly lent to him. What happened Mr E had a Tesco Bank credit card and was given three credit limit increases - £2,000 in April 2017; £2,000 in April 2018 and £3,000 in June 2019. Mr E says the l... (3 pages)View decision
