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-3927121
30 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3927121 The complaint Mrs S complains about Monzo Bank Ltd. She says that Monzo didn’t do enough to protect her when she became the victim of a scam and would like Monzo to refund her the money she has lost as a result. What happened Mrs S was looking online for investment and came acr... (5 pages)View decision -
Decision Reference DRN-3931184
30 Jun 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3931184 The complaint Mr M complains about how AXA Insurance UK Plc handled a claim on his car insurance policy. What happened AXA received a claim from a third party and so contacted Mr M about it and asked for pictures of Mr M’s car. Mr M disputed he was involved in the incident and ... (2 pages)View decision -
Decision Reference DRN-4141449
30 Jun 2023 Tuto Money Limited UpheldPensions and AnnuitiesDRN-4141449 The complaint Mr L complains that Tuto Money Limited provided him with unsuitable advice to transfer his defined benefit pension to a personal pension. He said it caused him a financial loss. What happened One of our investigators considered Mr L’s complaint. He sent both parti... (6 pages)View decision -
Decision Reference DRN-4176452
30 Jun 2023 Wealth Solutions (UK) Limited UpheldPensions and AnnuitiesDRN-4176452 The complaint Mr S complains that Wealth Solutions (UK) Limited (Wealth Solutions) failed to advise him about Lifetime Allowance (LTA) protection resulting in him incurring additional LTA tax charges on his Self Invested Personal Pension Plan. He would like compensation for the... (6 pages)View decision -
Decision Reference DRN-4100021
30 Jun 2023 U K Insurance Limited UpheldInsuranceDRN-4100021 The complaint Mr G complains about how U K Insurance Limited (UKI), trading as Churchill Insurance, dealt with a claim for a damaged windscreen under his motor insurance policy. What happened Mr G’s windscreen was damaged by a stone getting caught under the windscreen wiper. Wh... (2 pages)View decision -
Decision Reference DRN-4196969
30 Jun 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4196969 The complaint Ms G complains about Inter Partner Assistance SA’s (“Inter Partner”) handling of her claim under the breakdown cover provided by her car insurance policy. What happened Ms G’s car was damaged after hitting an object on the motorway. Ms G called Inter Partner for a... (3 pages)View decision -
Decision Reference DRN-4120442
30 Jun 2023 TICORP Limited UpheldInsuranceDRN-4120442 The complaint Mrs M complains about the way TICORP Limited administered her annual travel insurance policy. Mrs M held a ‘Staysure’ branded travel insurance policy. Staysure is a trading name of TICORP. But for ease of reading, I’ll refer to Staysure throughout. What happened I... (3 pages)View decision -
Decision Reference DRN-4220101
30 Jun 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4220101 The complaint Mr E is unhappy with a car supplied under a hire purchase agreement provided by Volkswagen Financial Services (UK) Limited trading as Porsche Financial Services (‘VWFS’). What happened In January 2018 Mr E acquired a new car funded in part with a hire purchase agr... (9 pages)View decision -
Decision Reference DRN-4220123
30 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4220123 The complaint Mr H has complained about Aviva Insurance Limited’s (Aviva’s) handling of a claim he made under the block property insurance policy which covers his buy-to-let flat. What happened The details of this complaint are well known to both parties, so I will not repeat t... (3 pages)View decision -
Decision Reference DRN-4095248
30 Jun 2023 U K Insurance Limited UpheldInsuranceDRN-4095248 The complaint Mrs C complains that when she tried to claim on her legal expenses insurance policy UK Insurance Limited (“UKI”) trading as Churchill Insurance told her the claim would be covered but later refused to pay her legal costs, leaving her with a large debt to pay. She ... (3 pages)View decision