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 120799 results
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Decision Reference DRN-3651265
21 Sep 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3651265 The complaint Mr L and Miss S have complained that Inter Partner Assistance SA (IPA) caused a water leak that damaged their home under a home emergency policy. What happened Mr L and Miss S contacted IPA when their heating system failed. IPA sent an engineer, who visited twice ... (3 pages)View decision -
Decision Reference DRN-3709498
21 Sep 2022 The Pension Review Business Limited UpheldPensions and AnnuitiesDRN-3709498 The complaint Mrs H’s representative has complained, on her behalf, that The Pension Review Business Limited (PRB) unsuitably advised her to transfer her personal pension plan into a Self Invested Personal Pension (SIPP), and that she’s suffered financial loss as a result. What... (9 pages)View decision -
Decision Reference DRN-3433137
21 Sep 2022 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-3433137 The complaint Ms J complains about the advice that St. James's Place Wealth Management Plc (“SJP”) gave her following the sale of a property. In particular, she says she was only looking for a short-term investment and wasn’t made aware of the fees involved. What happened ... (3 pages)View decision -
Decision Reference DRN-3698063
21 Sep 2022 Society of Lloyd's UpheldInsuranceDRN-3698063 The complaint Miss S has complained that Society of Lloyd’s (SOL) unfairly refused to pay her claim under her horse policy. References to SOL include all its agents. What happened Miss S’ vet made a claim to SOL on 10 September 2020 for vet costs in relation to a diagnosis of b... (3 pages)View decision -
Decision Reference DRN-3686744
21 Sep 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3686744 The complaint Mr and Mrs S complain that Casualty & General Insurance Company (Europe) Ltd hasn’t fully settled a claim on their pet insurance policy. What happened Mr and Mrs S’s pet was unwell and received veterinary treatment. The final bill was nearly £3300. But when it... (3 pages)View decision -
Decision Reference DRN-3304728
21 Sep 2022 Suffolk Life Pensions Limited UpheldPensions and AnnuitiesDRN-3304728 The complaint Mr G is represented. He says Suffolk Life Pensions Limited (trading as Curtis Bank (‘CB’)) delayed the transfer of his Self-Invested Personal Pension (‘SIPP’) to Aviva, following his transfer instruction in late February 2020. He seeks compensation for financial l... (10 pages)View decision -
Decision Reference DRN-3701623
21 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3701623 The complaint A, who has power of attorney for Mr H, complains that NewDay Ltd didn’t refund transactions he made when was A says Mr H was vulnerable and lacked capacity. What happened A has a power of attorney for Mr H. A complains that NewDay allowed Mr H to make transactions... (3 pages)View decision -
Decision Reference DRN-3546382
21 Sep 2022 ActiveQuote Limited UpheldInsuranceDRN-3546382 The complaint Mrs C is unhappy because she says that ActiveQuote Limited mis-sold her a private medical insurance policy. What happened ActiveQuote sold Mrs C a private medical insurance policy, underwritten by an insurer I’ll refer to as ‘A’. They provided her with advice abou... (3 pages)View decision -
Decision Reference DRN-3712459
21 Sep 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-3712459 The complaint Mrs S complains that The Prudential Assurance Company Limited failed to send her information on her pension benefits in good time. As a result she says she was unable to obtain quotations to use her pension savings to purchase an annuity from another provider. Had... (6 pages)View decision -
Decision Reference DRN-3561769
21 Sep 2022 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-3561769 The complaint Ms D complains that CIGNA Life Insurance Company of Europe SA-NV (“CIGNA”) unfairly cancelled her policy. What happened Ms D held an international medical insurance policy with CIGNA. In April 2020 she said she noticed irregularities with some of her bills from a ... (3 pages)View decision
