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-3835333
9 Jun 2023 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-3835333 The complaint Mr S complains about the advice given by Inspirational Financial Management Ltd (‘IFM’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel to a personal pension. He says the advice was unsuitable for him and bel... (11 pages)View decision -
Decision Reference DRN-4178325
9 Jun 2023 West Bay Insurance Plc UpheldInsuranceDRN-4178325 The complaint Mr S is unhappy with West Bay Insurance Plc’s (WBI) decision to decline his claim made on a pet insurance policy. What happened Mr S’s annual policy for his pet dog started in February 2022. He contacted WBI to make a claim for vets’ fees, from two different vets,... (4 pages)View decision -
Decision Reference DRN-4179964
9 Jun 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4179964 The complaint Ms S complains about Casualty & General Insurance Company (Europe) Ltd (CG). Her complaint covers: deductions from claims; delays in paying claims; communication and remittance issues; and premium increases. References to CG include their agents who administer... (7 pages)View decision -
Decision Reference DRN-4054809
9 Jun 2023 Covea Insurance plc UpheldInsuranceDRN-4054809 The complaint Mr L complains that Covea Insurance plc (Covea) cancelled his insurance policy without telling him, and will not now consider a claim he needs to make. What happened Mr L holds as accident insurance policy with Covea, which provides cash payments in certain circum... (2 pages)View decision -
Decision Reference DRN-4103051
9 Jun 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4103051 The complaint Mr F has complained that repairs carried out following a claim under his home insurance policy require rectification. Mr F made a claim for an escape of water to AXA Insurance UK Plc. What happened In July 2021 Mr F made a claim to his insurer, AXA. AXA accepted t... (2 pages)View decision -
Decision Reference DRN-4153823
9 Jun 2023 My Finance Club Limited UpheldConsumer CreditDRN-4153823 The complaint Mr D says he was mis-sold a loan from My Finance Club Limited because the term of the loan wasn’t what he expected. Mr D is also unhappy with the way he was treated after he informed My Finance Club about his disability and the news of a family member’s declining ... (8 pages)View decision -
Decision Reference DRN-4179164
9 Jun 2023 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4179164 The complaint Mr G complains that DAS Legal Expenses Insurance Company Limited rejected a claim on his legal expenses insurance policy. What happened Mr G had a burglary at his home where a large quantity of jewellery and other items were stolen. He made a claim on his home ins... (3 pages)View decision -
Decision Reference DRN-4170296
9 Jun 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4170296 The complaint Miss B complains that Liverpool Victoria Insurance Company Limited (trading as LV= Britannia Rescue) (“LV”) mishandled a claim on her breakdown insurance policy. What happened Miss B was living with her partner and two young children. Their home was a long way fro... (4 pages)View decision -
Decision Reference DRN-4058496
9 Jun 2023 One Insurance Limited UpheldInsuranceDRN-4058496 The complaint Mrs M has complained about the poor service she received and the valuation paid for her car when she made a claim under her car insurance policy with One Insurance Limited. What happened In August 2022 Mrs M’s car was stolen and shortly after, recovered by police.... (3 pages)View decision -
Decision Reference DRN-3580425
9 Jun 2023 Estate Capital Financial Management Limited UpheldPensions and AnnuitiesDRN-3580425 The complaint Mr H complains about the advice given by Estate Capital Financial Management Limited (‘Estate’) 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... (10 pages)View decision