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 125299 results
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Decision Reference DRN-3413123
31 Jan 2023 Tesco Underwriting Limited UpheldInsuranceDRN-3413123 The complaint Mrs B complains Tesco Underwriting Limited unfairly declined her home insurance claim. What happened In December 2019 Mrs B made a claim on her Tesco home insurance policy. Her conservatory had developed a leak. She felt this had been caused by a recent earthquake... (3 pages)View decision -
Decision Reference DRN-3842760
31 Jan 2023 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3842760 The complaint Mr T complains that Phoenix Life Limited (Phoenix Life) delayed the transfer of his personal pension plan (PPP) to another provider, despite him complying with all of its requirements. He says the value of his plan reduced during the delay. He wants compensation f... (4 pages)View decision -
Decision Reference DRN-3878679
31 Jan 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3878679 The complaint Mrs L complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) declined a claim she made under her pet insurance policy. What happened Mrs L has pet insurance with C&G. The policy covers vet fees up to £4,000 per condition in each polic... (3 pages)View decision -
Decision Reference DRN-3933021
31 Jan 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3933021 The complaint Mr G complains about the redress he’s been offered since he returned a car he was financing through an agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (AFS). What happened I issued my provisional decision on this complaint ... (5 pages)View decision -
Decision Reference DRN-3783884
31 Jan 2023 Jarvis Investment Management Limited UpheldPensions and AnnuitiesDRN-3783884 The complaint Mr B’s complaint is about contact from Jarvis Investment Management Limited (‘Jarvis’) on 25 January 2022, in which he was told 360 Disney shares had been left behind in his previous investment account and needed to be sold, in order for the proceeds to be remitte... (3 pages)View decision -
Decision Reference DRN-3932916
31 Jan 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-3932916 The complaint Mr B complains about the service he received from ReAssure Limited concerning the administration of his personal pension. What happened Mr B has been a member of a group personal pension since about 1997. He indicated on the application form when he first took out... (5 pages)View decision -
Decision Reference DRN-3888276
31 Jan 2023 HDI Global Specialty SE UpheldInsuranceDRN-3888276 The complaint Mrs P complains about HDI Global Specialty SE and their decision to decline two claims she made on her pet insurance policy. What happened Mrs P took out a pet insurance policy, underwritten by HDI, in late March 2022 with a policy start date of 31 March. On 10 Ma... (4 pages)View decision -
Decision Reference DRN-3936507
31 Jan 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3936507 The complaint Mr and Mrs R said that their previous mortgage offer with Barclays Bank UK PLC stated their mortgage can be ported. But they complain that when they asked to do this in 2015, Barclays refused. So they had to take new borrowing at a higher rate. What happened Whils... (6 pages)View decision -
Decision Reference DRN-3833506
31 Jan 2023 Highway Insurance Company Limited UpheldInsuranceDRN-3833506 The complaint Mr S has complained about the way his motor insurer, Highway Insurance Company Limited (“Highway”) dealt with a claim he made on his policy including the delays he experienced in his car being repaired and in him being provided with a courtesy car. All references ... (4 pages)View decision -
Decision Reference DRN-3879810
31 Jan 2023 Fluent Mortgages Limited UpheldMortgagesDRN-3879810 The complaint Mr R applied to remortgage his home through a broker, Fluent Mortgages Limited. He complains that his mortgage offer was withdrawn, but Fluent never told him this. Mr R said he turned down a comparable offer at the time, and he’s paying much more interest now. Wha... (3 pages)View decision
