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-3998592
2 Mar 2023 Acorn Insurance & Financial Services Ltd UpheldInsuranceDRN-3998592 The complaint Miss H complains that Acorn Insurance & Financial Services Ltd (“Acorn”) mishandled her motor insurance. Where I refer to Acorn, I refer to the above-named company and I include employees and others insofar as I hold Acorn responsible for their acts or omissio... (5 pages)View decision -
Decision Reference DRN-3998540
2 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3998540 The complaint Ms M complains about Royal & Sun Alliance Insurance Limited (RSA) have handled her Buildings Insurance claim. All references to RSA also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat... (8 pages)View decision -
Decision Reference DRN-3998329
2 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3998329 The complaint Ms M complains about how Royal & Sun Alliance Insurance Limited (RSA) have handled her Buildings Insurance claim. All references to RSA also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t re... (3 pages)View decision -
Decision Reference DRN-3834375
2 Mar 2023 Zurich Assurance Ltd UpheldInvestmentsDRN-3834375 The complaint The trustees of the E trust are complaining about the information provided to them by Zurich Assurance Ltd. They are represented in the complaint by Mr X, a son of the settlors and two trustees. What happened The trust held a joint life assurance policy with a sum... (3 pages)View decision -
Decision Reference DRN-3989324
2 Mar 2023 Inter Partner Assistance SA UpheldInsuranceDRN-3989324 The complaint Miss C is unhappy that Inter Partner Assistance SA (Inter Partner) has caused delays in assessing her travel insurance claim. Any references to Inter Partner includes all its representatives and agents. What happened Miss C took out an annual multi-trip travel in... (2 pages)View decision -
Decision Reference DRN-3975395
2 Mar 2023 Haven Insurance Company Limited UpheldInsuranceDRN-3975395 The complaint Mr S complains that Haven hasn’t settled his claim on his car insurance policy fairly, won’t pay his garage’s fees for storing his car and has given him poor service. What happened Both Mr S and Haven are familiar with the detailed sequence of events that led to M... (5 pages)View decision -
Decision Reference DRN-3807197
2 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-3807197 The complaint Ms A complains British Gas Insurance Limited didn’t handle a claim she made on her central heating cover as it should have. What happened In late December 2021/January 2022 Ms A reported a problem with her central heating system to British Gas. Over the following ... (2 pages)View decision -
Decision Reference DRN-3773675
2 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3773675 The complaint Mr R and Ms S complain that Monzo Bank Ltd (Monzo) won’t refund the money they lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here. But briefly: in 2021, Mr R and Ms S hired a builder to... (3 pages)View decision -
Decision Reference DRN-3949480
2 Mar 2023 TSB Bank plc UpheldBanking and PaymentsDRN-3949480 The complaint Mr D complains TSB Bank plc unfairly blocked his accounts. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons for my decision. What I’ve decided – and why I’ve considered al... (2 pages)View decision -
Decision Reference DRN-3962377
2 Mar 2023 Sovereign Private Clients Limited UpheldPensions and AnnuitiesDRN-3962377 The complaint Mr C complains about the advice Sovereign Private Clients Limited (Sovereign) gave to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a ... (8 pages)View decision