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 125363 results
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Decision Reference DRN-4017744
13 Mar 2023 U K Insurance Limited UpheldInsuranceDRN-4017744 The complaint Mr and Mrs K complain about how U K Insurance Limited (“UKI”) settled their claim on their landlord’s insurance policy. What happened Mr and Mrs K owned a property that they rented out to tenants. They had landlord’s insurance with UKI. In November 2020 there was ... (7 pages)View decision -
Decision Reference DRN-4018175
13 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4018175 The complaint Y is unhappy National Westminster Bank Plc (NatWest) blocked and closed its account, withholding the money contained within it for months. It is also unhappy NatWest defaulted its Bounce Back Loan (BBL) and used the right of set off to repay this from its business... (4 pages)View decision -
Decision Reference DRN-3986468
13 Mar 2023 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3986468 The complaint Mrs H complains that Phoenix Life Limited is unfairly intending to apply a 45% special lump sum death benefits (“SLSDB”) charge to pension savings held by her late husband. What happened I issued a provisional decision on this complaint in January 2023. In that de... (3 pages)View decision -
Decision Reference DRN-3963022
13 Mar 2023 Link Market Services Trustees Limited UpheldInvestmentsDRN-3963022 The complaint Mrs W complains that due to a failure on Link Market Services Trustees Limited’s (Link) part she missed out on the opportunity to take up a Rights Offer. Mrs W says that due to Link’s failure she has suffered a significant financial loss. Mrs W is represented in t... (5 pages)View decision -
Decision Reference DRN-3994527
13 Mar 2023 Health and Protection Solutions Limited UpheldInsuranceDRN-3994527 The complaint Mrs C, Miss C, Mr C1 and Mr C2 complain that Health and Protection Solutions Limited, trading as Towergate Health & Protection, mis-sold them a private medical insurance policy. As Mr C1 has represented the parties, I’ll mainly refer to him in my decision. Wha... (4 pages)View decision -
Decision Reference DRN-3989178
13 Mar 2023 Covea Insurance plc UpheldInsuranceDRN-3989178 The complaint Mr B complains about Covea Insurance Plc’s (Covea) handling of a claim made under his commercial insurance policy. Any references to Covea include its agents. What happened Mr B owns a property which he rents out. He took his policy out in May 2021. In March 2022,... (2 pages)View decision -
Decision Reference DRN-3995407
13 Mar 2023 esure Insurance Limited UpheldInsuranceDRN-3995407 The complaint Miss A complains about how esure Insurance Limited handled her claim on her car insurance policy. What happened Miss A had a car insurance policy with esure. In July 2022 she made a claim after the rear screen of her car was damaged and required replacement. esure... (2 pages)View decision -
Decision Reference DRN-4010479
13 Mar 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4010479 The complaint Mr C has complained about the delays and poor service provided by The Prudential Assurance Company Limited when transferring the plan benefits from his Group Personal Pension to another provider. What happened I issued a provisional decision about this complaint o... (4 pages)View decision -
Decision Reference DRN-4018862
13 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4018862 The complaint Mr B complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In or around 2012, Mr B was approached by... (42 pages)View decision -
Decision Reference DRN-3997732
13 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3997732 The complaint Mr A complains about delays and poor claim handling by AXA Insurance UK Plc (AXA) following the theft of his car, under his motor insurance policy. What happened Mr A’s car was stolen in December 2021. The thieves took his car keys from inside his home, which they... (5 pages)View decision
