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-4108324
2 May 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4108324 The complaint Mr W says Aviva Life & Pension UK Limited wouldn’t allow him to take his pension benefits in the way he wanted from his existing pension. And that it was responsible for him receiving a reduced transfer value and therefore less tax-free cash (TFC) than he had ... (5 pages)View decision -
Decision Reference DRN-3824825
2 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3824825 The complaint Miss G complains about Casualty & General Insurance Company (Europe) Ltd (CG) declining a claim under her pet insurance policy for treatment of her dog. References to CG include their agents who administer the policy. What happened In July 2022 Miss G’s dog ha... (4 pages)View decision -
Decision Reference DRN-3589108
2 May 2023 Alan Steel (Asset Management) Limited UpheldInvestmentsDRN-3589108 The complaint Mrs P has complained about the advice she has received from Alan Steel (Asset Management) Limited (ASAM). In particular, she says that the advice to invest into the Woodford Equity Income Fund (WEIF) was not suitable for her. Mrs P is being represented with this c... (5 pages)View decision -
Decision Reference DRN-4098650
2 May 2023 esure Insurance Limited UpheldInsuranceDRN-4098650 The complaint Mr W and Miss R complain that esure Insurance Limited caused damage to their car following a claim made on the key cover component of their motor insurance policy. Miss R is a named driver on Mr W’s policy. They want their car repaired. What happened The key for M... (3 pages)View decision -
Decision Reference DRN-4060605
2 May 2023 Creation Financial Services Limited UpheldConsumer CreditDRN-4060605 The complaint Mr D complains about the quality of a car he has been financing through an agreement with Creation Financial Services Limited, who I’ll call Creation. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. In... (3 pages)View decision -
Decision Reference DRN-4048932
2 May 2023 Ageas Insurance Limited UpheldInsuranceDRN-4048932 The complaint Mr R isn’t happy with the cash settlement offered by Ageas Insurance Limited following a claim under his home insurance policy. What happened On 3 November 2022 Mr R made a claim on his buildings insurance following a blocked drain. He said he wasn’t offered any a... (2 pages)View decision -
Decision Reference DRN-4096028
2 May 2023 Covea Insurance plc UpheldInsuranceDRN-4096028 The complaint Mr P is unhappy with how Covea Insurance plc (Covea) dealt with some damage it caused to his piano, when it was dealing with an escape of water claim he made under his home insurance policy. Covea appointed various agents when dealing with Mr P’s claim, and it acc... (4 pages)View decision -
Decision Reference DRN-4046779
2 May 2023 esure Insurance Limited UpheldInsuranceDRN-4046779 The complaint Mr J complains about the settlement payment esure Insurance Limited (esure) offered following the total loss of his car, under his motor insurance policy. What happened Mr J’s car was stolen, so he contacted esure to make a claim. The car was recovered but it was ... (3 pages)View decision -
Decision Reference DRN-4066890
2 May 2023 PayrNet Limited UpheldBanking and PaymentsDRN-4066890 The complaint Ms S complains that PayrNet Limited restricted access to her account and returned her funds to source. What happened Ms S had an account with one of PayRNet’s agents. To keep things simple, I'll refer to PayRNet in this decision In November 2021 PayRNet restr... (3 pages)View decision -
Decision Reference DRN-4082340
2 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4082340 The complaint Miss H complains that NewDay Ltd irresponsibly provided her with two credit cards she couldn’t afford to repay. She’s also unhappy with the credit limit increases (CLIs) it subsequently applied to the accounts. What happened In February 2019 NewDay opened a Marble... (3 pages)View decision