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-4114416
25 May 2023 QIC Europe Ltd UpheldInsuranceDRN-4114416 The complaint Mrs R complains about QIC Europe Ltd’s (“QIC”) decision to decline her claim and void her home insurance policy. What happened Mrs R’s home was broken into, and a number of valuable items were stolen. She reported this to QIC who repaired a door and also arranged ... (4 pages)View decision -
Decision Reference DRN-4140966
25 May 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4140966 The complaint Mr B complains that Admiral Insurance Company (Gibraltar) Limited unfairly declined to renew his motor insurance policy. What happened From at least mid-October 2020, Mr B had some vehicles insured with Admiral. On 28 October 2020, Mr B committed a speeding offenc... (3 pages)View decision -
Decision Reference DRN-4120770
25 May 2023 Aviva Insurance Limited UpheldInsuranceDRN-4120770 The complaint Mrs S complains that Aviva Insurance Limited provided a poor standard of service when she made a claim under her policy regarding an issue with her boiler. What happened Mrs S held a heating, plumbing and electrics policy with Aviva to cover emergency repairs and... (3 pages)View decision -
Decision Reference DRN-4126511
25 May 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4126511 The complaint Mr A complains that Scottish Widows Limited (Scottish Widows) significantly delayed the transfer of his personal pension to a new self-invested personal pension (SIPP). As a result he says he lost the opportunity to purchase a holiday home abroad. He says he’s unh... (7 pages)View decision -
Decision Reference DRN-3812148
25 May 2023 QIC Europe Ltd UpheldInsuranceDRN-3812148 The complaint Ms S complains about how QIC Europe Ltd (QIC) dealt with a claim under her home insurance policy for damage to her property caused by an escape of water. QIC use agents to administer the policy and to assess claims. Reference to QIC includes these agents. What ha... (5 pages)View decision -
Decision Reference DRN-4085146
25 May 2023 Vitality Health Limited UpheldInsuranceDRN-4085146 The complaint Mr R is unhappy that Vitality Health Limited took too long to confirm cover under his private health insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not i... (2 pages)View decision -
Decision Reference DRN-4099619
25 May 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4099619 The complaint Mr S complains that Aviva Life & Pensions UK Limited (Aviva) delayed the transfer of the benefits in a group personal pension he held with it to a pension with another provider (who I’ll refer to as provider A) in 2022. What happened Mr S had a group personal ... (5 pages)View decision -
Decision Reference DRN-4152061
25 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4152061 The complaint Mr H is unhappy that Lloyds Bank plc decided to block and close his current account. He also complains about the customer service issues he experienced following their decision to close his account. What happened On 13 June 2022, Lloyds Bank sent Mr H a letter to ... (7 pages)View decision -
Decision Reference DRN-4112468
25 May 2023 Jigsaw Insurance Services Plc UpheldInsuranceDRN-4112468 The complaint Mr S complains that Jigsaw Insurance Services Plc’s mis-sold him pet insurance. What happened Mr S had a pet insurance policy sold to him by Jigsaw and underwritten by an insurer, to cover his pet dog. The policy was first taken out in September 2012 and had been ... (3 pages)View decision -
Decision Reference DRN-4062678
25 May 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4062678 The complaint Mr C is unhappy with Wise Payments Limited’s service during a call he made in relation to opening an account with Wise. What happened Mr C was trying to open a multi-currency account with Wise, and began the process on 25 January 2023. Due to an accidental error, ... (5 pages)View decision