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-3723732
31 Mar 2023 Ageas Insurance Limited UpheldInsuranceDRN-3723732 The complaint Mrs N complains Ageas Insurance Limited has unfairly settled a claim she’s made on her buildings insurance policy following an escape of water. What happened The background to this complaint is well known to the parties so I’ve provided a summary here. Mrs N owns... (3 pages)View decision -
Decision Reference DRN-3757809
31 Mar 2023 One Sure Insurance Limited UpheldInsuranceDRN-3757809 The complaint A company, which I’ll refer to as T, complains that One Sure Insurance Limited (One Sure) made an error when quoting the premium for its commercial van insurance and they are now requiring T to pay an additional premium. Mrs G, who is a director of T, brings the c... (5 pages)View decision -
Decision Reference DRN-3649567
31 Mar 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3649567 The complaint Mr R complains about the way Santander UK Plc handled his claim in respect of items he paid for using his Santander credit card which he said either did not arrive or were defective. What happened Mr R said he bought 18 items from a supplier I’ll call C across 201... (7 pages)View decision -
Decision Reference DRN-4002448
31 Mar 2023 Aviva Insurance Limited UpheldInsuranceDRN-4002448 The complaint Miss W has complained about her car insurer Aviva Insurance Limited in respect of a claim she made to it for damage to her car which was stolen but recovered. What happened Miss W’s car was stolen in September 2021 but recovered about a month later. About a month ... (4 pages)View decision -
Decision Reference DRN-4060520
31 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4060520 The complaint Mr W and Mrs S complain about the delays caused by Admiral Insurance (Gibraltar) Limited when claiming on their home insurance policy. What happened Mr W and Mrs S put in a subsidence claim with Admiral in 2018. Due to issues with handling the claim Mr W and Mrs S... (2 pages)View decision -
Decision Reference DRN-3704830
31 Mar 2023 Interactive Investor Services Limited UpheldInvestmentsDRN-3704830 The complaint Mr T complains Interactive Investor Services Limited (“Interactive”) took too long to make shares available on his account. He says this meant he was unable to sell them when he wanted and so he made a large loss instead of a large gain. He says there were signifi... (8 pages)View decision -
Decision Reference DRN-4041447
31 Mar 2023 Sage Financial Management Limited UpheldInvestmentsDRN-4041447 The complaint A company, “G”, has complained that Sage Financial Management Limited moved its funds out of more volatile assets and into cash in March 2020 without discussing it properly with the directors first. The directors question the timing of the switch and why, once in ... (15 pages)View decision -
Decision Reference DRN-4003617
31 Mar 2023 ATLANTA 1 INSURANCE SERVICES LIMITED UpheldInsuranceDRN-4003617 The complaint Mr C’s complained about his dealings with ATLANTA 1 INSURANCE SERVICES LIMITED, trading as Autonet Insurance Group, in relation to his car insurance policy. For the avoidance of doubt, ATLANTA was the policy broker, and the insurance was provided by a third-party ... (2 pages)View decision -
Decision Reference DRN-4060398
31 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4060398 The complaint Mr B complains that an unregulated business called Commercial Land and Property Brokers (CL&P) introduced him to Options UK Personal Pensions LLP, (‘Options’, which was trading as Carey Pensions UK LLP at the time of the relevant events) and gave him advice an... (27 pages)View decision -
Decision Reference DRN-4060426
31 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4060426 The complaint Mr W, a sole trader, has complained about the settlement received in relation to a business interruption claim under his insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”). RSA used agents to deal with the claim on its behalf. For ease, I wil... (9 pages)View decision