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-3993791
9 Mar 2023 The Royal London Mutual Insurance Society Limited UpheldInvestmentsDRN-3993791 The complaint Ms C complains that The Royal London Mutual Insurance Society Limited (‘Royal London’) will not pay her the full proceeds of her Low Cost Endowment Assurance policy that matured in 2018. It says the policy is jointly owned and cannot be transferred to Ms C without... (4 pages)View decision -
Decision Reference DRN-4012733
9 Mar 2023 Tavistock Partners (UK) Limited UpheldPensions and AnnuitiesDRN-4012733 The complaint Mr Q complains that Tavistock Partners (UK) Limited trading as Abacus Associates Financial Services advised him to switch his pension investments into a discretionary fund managed (DFM) portfolio. Mr Q feels the ‘unnecessary excessive charges’ weren’t suitable and... (11 pages)View decision -
Decision Reference DRN-3866421
9 Mar 2023 Volkswagen Versicherung Aktiengesellschaft UpheldInsuranceDRN-3866421 The complaint Mr S complains about the decision made by Volkswagen Versicherung Aktiengesellschaft (VW) to decline a claim he made on his extended motor warranty policy. VW references VW and its agents. What happened Mr S submitted a claim for a faulty boot l... (3 pages)View decision -
Decision Reference DRN-3918969
9 Mar 2023 Norrix Financial Services Limited UpheldPensions and AnnuitiesDRN-3918969 The complaint Mrs B complains about the advice given by Norrix Financial Services Limited to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable for her and believes this has caused her a fi... (8 pages)View decision -
Decision Reference DRN-3949866
9 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3949866 The complaint Mr K and Mrs K are unhappy with the service provided by Admiral Insurance (Gibraltar) Limited following a claim for escape of water on their home insurance policy. What happened Mr K and Mrs K are both parties to this complaint. Mr K has primarily dealt with this ... (4 pages)View decision -
Decision Reference DRN-3999267
9 Mar 2023 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3999267 The complaint Mr T complains that Phoenix Life Limited (Phoenix) caused unnecessary delays in processing his application to take his pension benefits. What happened Mr T had a pension plan with Phoenix. In November 2021, as he had passed his normal retirement age, he contacted ... (3 pages)View decision -
Decision Reference DRN-4003897
9 Mar 2023 Close Brothers Limited UpheldConsumer CreditDRN-4003897 The complaint Miss W complains that the car she acquired through a conditional sale agreement with Close Brothers Limited (“Close Brothers”) was not of satisfactory quality and she should be able to reject it. What happened Miss W acquired a car through a conditional sale agree... (5 pages)View decision -
Decision Reference DRN-3970144
9 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3970144 The complaint Mr J complains about the settlement offered by AXA Insurance UK Plc following a claim on his home insurance policy. What happened Mr J had home insurance that was underwritten by AXA. In December 2021 he made a claim after an immersion tank at the property failed ... (3 pages)View decision -
Decision Reference DRN-3639479
9 Mar 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-3639479 The complaint Mr Q has complained about the tax code which ReAssure Limited used when it paid him his first taxable withdrawal from his pension plan. Mr Q has also said that he’s unhappy with ReAssure’s administration of his withdrawal and the customer service it provided. What... (3 pages)View decision -
Decision Reference DRN-3984779
9 Mar 2023 American International Group UK Limited UpheldInsuranceDRN-3984779 The complaint A company I shall refer to as W complains about the decision of American International Group UK Limited to decline its business interruption insurance claim, made as a result of the COVID-19 pandemic. What happened The following is intended only as a brief summary... (6 pages)View decision