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 119923 results
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Decision Reference DRN-5401656
19 Mar 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5401656 The complaint Mr A complains that Assurant General Insurance Limited incorrectly logged a claim on his mobile insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my re... (2 pages)View decision -
Decision Reference DRN-5375754
19 Mar 2025 DP Pensions Limited UpheldPensions and AnnuitiesDRN-5375754 The complaint Mr J is unhappy that DP Pensions Limited (‘DP’) failed to exercise sufficient due diligence before accepting his pension switch to his self-invested personal pension (‘SIPP’) and permitting the Ethical Forestry investment within this, causing him a financial lo... (32 pages)View decision -
Decision Reference DRN-5340082
19 Mar 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5340082 The complaint Mrs S complains about how Inter Partner Assistance SA (IPA) dealt with her claim. My references to IPA include its agents. What happened Mrs S had single trip travel insurance for her holiday abroad, the insurer is IPA. When Mrs S arrived in her destination c... (4 pages)View decision -
Decision Reference DRN-4937555
19 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4937555 The complaint Miss S complains about a car N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”) supplied to her under a hire purchase agreement (“HPA”) wasn’t of satisfactory quality. What happened In November 2023 Northridge supplied a car to Miss S under a H... (4 pages)View decision -
Decision Reference DRN-4952306
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4952306 The complaint Mr I complains that Revolut Ltd won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mr I fell victim to a fake job scam after he was co... (10 pages)View decision -
Decision Reference DRN-5407439
19 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-5407439 The complaint Miss S complains about the decline of a claim she made on her residential property owners policy with Covea Insurance Plc (‘Covea’). Much of Miss S’ dissatisfaction is directed at agents acting on behalf of Covea. As Covea are responsible for the actions of the... (3 pages)View decision -
Decision Reference DRN-5170915
19 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5170915 The complaint Mr B is unhappy with the car supplied to him using a regulated hire purchase agreement with BMW Financial Services(GB) Limited trading as BMW Financial Services. What happened On 26 January 2021 Mr B entered into a regulated hire purchase agreement with BMW for... (3 pages)View decision -
Decision Reference DRN-4944001
19 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-4944001 The complaint Miss R complains Covea Insurance plc has unfairly settled a claim she’s made on her motor insurance policy and is unhappy with the time this took and the impact it had on her. What happened The circumstances of this complaint are well known to the parties and h... (3 pages)View decision -
Decision Reference DRN-5386384
19 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5386384 The complaint Miss H has complained about the handling of a claim made under her home insurance policy by U K Insurance Limited. Miss H is represented by Ms N, but for simplicity I will just refer to representations as being made by Miss H. What happened The details of this ... (2 pages)View decision -
Decision Reference DRN-5399229
19 Mar 2025 West Bay Insurance Plc UpheldInsuranceDRN-5399229 The complaint A company, which I’ll refer to as T, complains that West Bay Insurance Plc trading as Zenith Insurance failed to issue a certificate of structural adequacy following a subsidence claim on T’s buildings insurance policy. Mr M, who is a director of T, brings the ... (3 pages)View decision
