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-3745966
17 Oct 2022 Covea Insurance plc UpheldInsuranceDRN-3745966 The complaint Mr P complains about how Covea Insurance plc has handled a claim made on his motor insurance policy. He wants his car repaired and compensation for his losses. What happened Mr P’s car stopped working after he drove through some flood water and he contacted Covea ... (3 pages)View decision -
Decision Reference DRN-3715627
17 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3715627 The complaint Mr W has complained that Aviva Insurance Limited (Aviva) unfairly declined a claim for damage to his home under a home insurance policy. What happened Mr W contacted Aviva to make a claim when he caused damage to his home and garden due to a manic episode. Aviva d... (2 pages)View decision -
Decision Reference DRN-3284482
17 Oct 2022 PPH Limited UpheldPensions and AnnuitiesDRN-3284482 The complaint Mr R complains about the advice given by Principal & Prosper Holdings Limited (P&P) to transfer the benefits from his defined-benefit (DB) occupational pension scheme (OPS) to a self-invested personal pension (SIPP). He says P&P gave a misleading and i... (9 pages)View decision -
Decision Reference DRN-3711031
17 Oct 2022 Bank of Scotland Plc UpheldMortgagesDRN-3711031 The complaint Mr H and Mrs O have complained about how Bank of Scotland plc, trading as Birmingham Midshires (“Birmingham Midshires”) handled arrears and other administration issues with their main residential mortgage account as well as their buy-to-let mortgage. What happened... (5 pages)View decision -
Decision Reference DRN-3751944
17 Oct 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3751944 The complaint Mrs S complains about what happened when she asked Barclays Bank UK PLC to take advance payment for her mortgage for the next twelve months. She said Barclays only set this up for six months, then caused hardship when it insisted on full payment after that. What h... (5 pages)View decision -
Decision Reference DRN-3717020
17 Oct 2022 AWP P&C SA UpheldInsuranceDRN-3717020 The complaint Mr N complains that AWP P&C SA turned down a cancellation claim he made on a travel insurance policy. What happened Mr N booked a trip abroad. He was due to travel in December 2021. In October 2021, he took out a travel insurance policy through a broker, which... (2 pages)View decision -
Decision Reference DRN-3711538
17 Oct 2022 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3711538 The complaint Mr B complained about the service received by Aviva Life and Pensions UK Limited (“Aviva”). He said Aviva did not send an annual statement to him about his endowment policy and he wasn’t able to look up any information about it online either. What happened Mr B ha... (3 pages)View decision -
Decision Reference DRN-3707860
17 Oct 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3707860 The complaint Miss C has complained that Portal Financial Services LLP gave her unsuitable advice to transfer her personal pension to a SIPP (Self Invested Personal Pension). What happened Miss C’s complaint was considered by one of our investigators. He sent his assessment of ... (7 pages)View decision -
Decision Reference DRN-3717357
17 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3717357 The complaint The estate of Mr T is unhappy with the way that Aviva Insurance Limited handled a claim on his travel insurance policy. What happened In 2019 Mr T very sadly died whilst he was on holiday. His estate made a claim on the policy for repatriation and funeral costs. T... (3 pages)View decision -
Decision Reference DRN-3732839
14 Oct 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3732839 The complaint Ms L complains about the poor service and delays she experienced when she transferred her ReAssure Limited personal pension pot to her occupational pension scheme. Ms L says she thinks she has lost out financially as a result of the delays. What happened Ms L held... (7 pages)View decision
