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 128535 results
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Decision Reference DRN-3982362
1 May 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3982362 The complaint Mr H complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a sports utility vehicle, first registered in 2011. Mr H had the vehicle insured on a com... (3 pages)View decision -
Decision Reference DRN-4106419
29 Apr 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4106419 The complaint Ms C and Mr R complain that Royal & Sun Alliance Insurance Limited unfairly increased the cost of their home insurance policy and incorrectly recorded a claim they’d made under their home emergency cover. What happened Ms C and Mr R held a household insurance ... (5 pages)View decision -
Decision Reference DRN-4015368
28 Apr 2023 Vitality Health Limited UpheldInsuranceDRN-4015368 The complaint Ms B has complained about the service she received from Vitality Health Limited. What happened The details of this complaint are well known to the parties and the facts are not in dispute so I won’t repeat them in full here. In summary Ms B complained about the pr... (2 pages)View decision -
Decision Reference DRN-3728634
28 Apr 2023 Pension Works Limited UpheldPensions and AnnuitiesDRN-3728634 The complaint Mr S complains Pension Works Limited (PWL) provided him with misleading information, when he approached them to seek pension transfer advice, ultimately causing him to incur a financial loss. What happened Mr S had a defined benefit workplace pension (DBS), from a... (5 pages)View decision -
Decision Reference DRN-3514321
28 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3514321 The complaint Miss U complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary Miss U started co... (4 pages)View decision -
Decision Reference DRN-3932642
28 Apr 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3932642 The complaint Mr E complains that Options UK Personal Pensions LLP (‘Options’) shouldn’t have accepted his application to transfer his defined benefit occupational pension into a self-invested personal pension (‘SIPP’) and invest his funds in a Friends Provident International (... (41 pages)View decision -
Decision Reference DRN-4105406
28 Apr 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4105406 The complaint Mr H complains about Helvetia Global Solutions Ltd’s handling of a claim he made under his motor breakdown insurance policy. Helvetia is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agent. As Helvetia has acc... (2 pages)View decision -
Decision Reference DRN-4103571
28 Apr 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4103571 The complaint Ms E is a sole trader. She complains that Lloyds Bank PLC has made a number of errors in how it handled her attempts to remove previous business partners from her bank account and Bounce Back Loan. Mr B has also joined the complaint, being a co-signatory to the ba... (7 pages)View decision -
Decision Reference DRN-4072561
28 Apr 2023 Aviva Insurance Limited UpheldInsuranceDRN-4072561 The complaint Mr B complains about how Aviva Insurance Limited (Aviva) handled a claim under his motor insurance policy. When I mention Aviva I also mean its suppliers and repairers. What happened Mr B had a motor insurance policy with Aviva. In June 2022 Mr B’s car was hit by ... (5 pages)View decision -
Decision Reference DRN-3877813
28 Apr 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3877813 The complaint Mr F is unhappy with the service provided by Royal and Sun Alliance Insurance Limited under his landlord’s home emergency policy. Mr F was unhappy about being charged for a contractor to be called out, and the lack of temporary or permanent repair being offered. F... (3 pages)View decision