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 122183 results
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Decision Reference DRN-4921966
31 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4921966 The complaint Mr W has complained that Santander UK Plc won’t refund the money he lost after falling victim to a scam. What happened Mr W was added to a group on a social media messaging service. It was run by scammers posing as an investment firm. They persuaded Mr W to sen... (4 pages)View decision -
Decision Reference DRN-5243838
31 Jan 2025 JGC Trading Limited UpheldInsuranceDRN-5243838 The complaint Miss B has complained about JGC Trading Limited. When she bought a car from it, it sold her a warranty for mechanical and electrical failure, but when she tried to claim on the warranty, it declined her claim. What happened Miss B had a warranty from JGC to co... (4 pages)View decision -
Decision Reference DRN-5261236
31 Jan 2025 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5261236 The complaint Mr T complains that The Royal London Mutual Insurance Society Limited (Royal London) delayed his annuity application causing him losses as the value of his pension fund fell and annuity rates reduced. He wants compensation for his losses. What happened Mr T ha... (7 pages)View decision -
Decision Reference DRN-5298941
31 Jan 2025 Starr International (Europe) Limited UpheldInsuranceDRN-5298941 The complaint Mrs A complains that Starr International (Europe) Limited turned down a claim she made on her mobile phone insurance policy. Mrs A was represented in her claim by her son and he is also her representative in her complaint to us. My references to Starr include i... (4 pages)View decision -
Decision Reference DRN-5282732
31 Jan 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5282732 The complaint Mr M has complained, with the help of a professional representative, about a transfer of his Zurich Assurance Ltd (Zurich) personal pension to a small self-administered scheme (SSAS) in September 2014. Mr M’s SSAS was subsequently used to invest in an overseas ... (17 pages)View decision -
Decision Reference DRN-5286421
31 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5286421 The complaint Mr E and Ms S have complained about the way AXA Insurance UK Plc handled a claim they made on a travel insurance policy after they had to cancel a trip. As it is Ms S leading on the complaint, I will mostly just be referring to her in this decision. What happ... (3 pages)View decision -
Decision Reference DRN-5250978
31 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5250978 The complaint Mr S complains about Santander UK Plc. He says that Santander didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened Mr S was looking for work and applying for jobs online, uplo... (4 pages)View decision -
Decision Reference DRN-5285376
31 Jan 2025 Best Risk Management & Financial Service Limited UpheldInsuranceDRN-5285376 The complaint Mr T has complained that Best Risk Management & Financial Services Limited (‘Best’) mis- sold a policy to him and didn’t ask relevant questions to ensure the product was suitable for him. What happened Mr T has appointed a representative to assist with his... (4 pages)View decision -
Decision Reference DRN-5251980
31 Jan 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5251980 The complaint Mr C complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In late 2012 / early 2013, Mr C says h... (45 pages)View decision -
Decision Reference DRN-5238674
31 Jan 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5238674 The complaint Mr J complains that Arthur J. Gallagher Insurance (AJGI) Brokers Limited mis-sold him a commercial buildings insurance policy as it wasn’t suitable to his needs. What happened Mr J spoke with AJGI when his buildings insurance on a commercial property he owns wa... (4 pages)View decision
