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 121262 results
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Decision Reference DRN-3222441
22 Jul 2022 Markerstudy Insurance Company Limited UpheldInsuranceDRN-3222441 The complaint Mr D complains that Markerstudy Insurance Company Limited failed to deal with his claim in a reasonable time frame which resulted in a fault claim being recorded against him. What happened Mr D’s car was hit by another vehicle on 19 October 2018 whilst it was park... (3 pages)View decision -
Decision Reference DRN-3609873
22 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3609873 The complaint The estate of Mrs M is unhappy with Royal & Sun Alliance Insurance Limited’s (RSA) handling of a subsidence claim made under the late Mrs M’s home insurance policy. What happened In September 2018 the late Mrs M noticed movement of her conservatory and reporte... (4 pages)View decision -
Decision Reference DRN-2953292
22 Jul 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-2953292 The complaint Miss W complains about advice she received from Portal Financial Services LLP (‘Portal’) in relation to a defined benefit (‘DB’) occupational pension scheme (‘OPS’). Portal processed the transfer of Miss W’s OPS benefits on an ‘insistent client’ basis to a persona... (12 pages)View decision -
Decision Reference DRN-3584990
22 Jul 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3584990 The complaint Mr G has complained about the poor service he received from AXA Insurance UK Plc when he made a claim under his car insurance policy. What happened Mr G made a claim to AXA in January 2021 as his car had been damaged. He reported damage to the roof and to the bonn... (4 pages)View decision -
Decision Reference DRN-3595145
22 Jul 2022 Aviva Insurance Limited UpheldInsuranceDRN-3595145 The complaint Mrs F complains Aviva Insurance Limited has unfairly dealt with a claim made by a third party on her motor insurance policy. What happened The background to this complaint is well known to the parties, so I’ve included a summary here. Mrs F has a motor insurance ... (2 pages)View decision -
Decision Reference DRN-3402697
22 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3402697 The complaint Mr S is unhappy Monzo Bank Ltd won’t refund the money he lost as the result of a scam. What happened Mr S was told through a colleague about an investment opportunity with an online platform – I will refer to as B. Mr S says he carried out an internet search and h... (5 pages)View decision -
Decision Reference DRN-3608586
22 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3608586 The complaint Mrs and Mr C complain about how Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim under their home insurance policy. What happened Mrs and Mr C have a home insurance policy with RSA covering their house. In November 2019 water entered their cellar... (3 pages)View decision -
Decision Reference DRN-3584309
22 Jul 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3584309 The complaint Mr C has complained about a conservatory installation he funded using a fixed sum loan with Mitsubishi HC Capital UK Plc (MHCC). What happened Mr C paid £11,300 for a conservatory from a company I’ll call ‘D’ in July 2018 using a fixed sum loan from MHCC. D instal... (6 pages)View decision -
Decision Reference DRN-3374179
22 Jul 2022 Pareto Financial Planning Limited UpheldPensions and AnnuitiesDRN-3374179 The complaint Mr W complains about the advice given by Pareto Financial Planning Limited (Pareto) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self- invested personal pension (‘SIPP’). He says the advice was unsuitable for him and be... (7 pages)View decision -
Decision Reference DRN-3605003
22 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3605003 The complaint Mr L says NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened Mr L applied for a credit card in May 2016. It was approved with a limit of £300 and he was given four subsequent credit limit increases by NewDay. The first increase in September 2016... (3 pages)View decision
