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 125299 results
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Decision Reference DRN-3749460
2 Nov 2022 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3749460 The complaint Ms K complains that Watford Insurance Company Europe Limited unfairly declined cover for a claim she made and cancelled her car insurance policy. What happened Mr K took out a car insurance policy with Watford Insurance through a price comparison site. When her ca... (4 pages)View decision -
Decision Reference DRN-3712670
2 Nov 2022 Experian Limited UpheldConsumer CreditDRN-3712670 The complaint Mr K complains Experian Limited incorrectly defaulted an account he held with a catalogue company. What happened Mr M became aware a default had been applied for the account with the catalogue company, who I’ll refer to as S. He complained to them, and they said t... (4 pages)View decision -
Decision Reference DRN-3758326
2 Nov 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3758326 The complaint Ms B complains that Casualty & General Insurance Company (Europe) Ltd declined her claim for her dog’s treatment under a policy exclusion as her dog was overweight. She thinks this is unfair as her dog’s injury wasn’t related to her weight and she wants them t... (3 pages)View decision -
Decision Reference DRN-3784107
2 Nov 2022 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-3784107 The complaint Miss M complains about the advice True Potential Wealth Management LLP (‘True Potential’) gave 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 ... (20 pages)View decision -
Decision Reference DRN-3761690
2 Nov 2022 Covea Insurance plc UpheldInsuranceDRN-3761690 The complaint Mr and Mrs W complain Covea Insurance Plc settled a contents insurance claim unfairly. Mr W’s a policyholder and has been involved in the claim for Mrs W’s ring. But for ease I’ve referred to his actions as being those of Mrs W. What happened In May 2022 Mrs W cla... (3 pages)View decision -
Decision Reference DRN-3784653
2 Nov 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3784653 The complaint Mr V, Ms V and Mr V operate a partnership which banks with Lloyds Bank PLC. The partnership sold some assets, which had been used as security for borrowing with Lloyds. The partnership complains that Lloyds retained £200,000 of the sale price. What happened Mr V, ... (7 pages)View decision -
Decision Reference DRN-3784651
2 Nov 2022 QIC Europe Ltd UpheldInsuranceDRN-3784651 The complaint Mr D and Ms T complain QIC Europe Limited unfairly declined their buildings insurance claim. All references to QIC also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. B... (3 pages)View decision -
Decision Reference DRN-3717631
2 Nov 2022 TenetConnect Limited UpheldPensions and AnnuitiesDRN-3717631 The complaint Mr G complains about the advice given by TenetConnect Limited (Tenet), 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 financial lo... (8 pages)View decision -
Decision Reference DRN-3728397
2 Nov 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3728397 The complaint Ms B complains Lloyds Bank plc (Lloyds) failed to change her telephone number on its records. What happened Ms B says she telephoned Lloyds to inform them of her change of telephone details but following an online transaction, she didn’t receive a one-time passcod... (2 pages)View decision -
Decision Reference DRN-3708993
2 Nov 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3708993 The complaint Miss B and Mr L complain about AXA Insurance UK Limited (AXA) handling and the settling of their claim, under their home insurance policy. For simplicity, throughout this decision I may refer to AXA and anyone acting on their behalf as “AXA”. What happened Miss B ... (8 pages)View decision
