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 2177 results
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Decision Reference DRN-3957509
30 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3957509 The complaint Ms B complains that an unregulated business called Commercial Land and Property Brokers (CL&P) introduced her to Options UK Personal Pensions LLP, (‘Options’, which was trading as Carey Pensions UK LLP at the time of the relevant events) and gave her advice an... (30 pages)View decision -
Decision Reference DRN-3428015
13 Apr 2022 Aviva Insurance Limited UpheldInsuranceDRN-3428015 The complaint Mr J is unhappy that Aviva Insurance Limited declined his claim for a faulty boiler under his home emergency policy. What happened Mr J has a home emergency policy underwritten by Aviva covering his boiler, electrics, and pipes. It was purchased in December 2020 a... (5 pages)View decision -
Decision Reference DRN-2941775
27 Jul 2021 U K Insurance Limited Not upheldInsuranceDRN-2941775 The complaint Mr Y has complained about how U K Insurance Limited (UKI) dealt with a claim for an escape of water under his home insurance policy. What happened Mr Y had an escape of water in his home, so he contacted UKI to make a claim. While UKI was dealing with the claim, M... (5 pages)View decision -
Decision Reference DRN-3983421
2 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3983421 The complaint Mr M complains that an unregulated business called Commercial Land and Property Brokers (CL&P) introduced him to Options UK Personal Pensions LLP, (‘Options’, which was trading as Carey Pensions UK LLP at the time of the relevant events) and gave him advice an... (38 pages)View decision -
Decision Reference DRN-4924058
7 Mar 2025 eToro (UK) Ltd UpheldInvestmentsDRN-4924058 The complaint Mr H had a Contracts for Difference (‘CFD’) account with eToro (UK) Ltd (‘eToro’). Mr H has complained he had been advised by eToro he would receive a refund of overnight fees, but this didn’t happen. He has also complained that while he was abroad his account ... (5 pages)View decision -
Decision Reference DRN-3026139
22 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3026139 The complaint Mr H complains that an unregulated business called Commercial Land and Property Brokers (CL&P) introduced him to Options UK Personal Pensions LLP, (‘Options’, which was trading as Carey Pensions UK LLP at the time of the relevant events) and gave him advice an... (30 pages)View decision -
Decision Reference DRN-3438382
20 Jun 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3438382 The complaint Mrs B complains about the handling of her claim by Aviva Insurance Limited to repair a leaking underground pipe and faulty boiler under her home emergency policy. Mrs B is represented by her son Mr I in this complaint. What happened Mrs B owns two houses next door... (6 pages)View decision -
Decision Reference DRN-5199586
23 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5199586 The complaint Mr L complains about the way in which Aviva Insurance Limited handled and settled a claim he made under his home emergency policy following an escape of water. He says he experienced a delay in the repair that was undertaken, which led to his property sustainin... (6 pages)View decision -
Decision Reference DRN-4266767
27 Jul 2023 MotoNovo Finance Limited UpheldConsumer CreditDRN-4266767 The complaint Miss J complains about the quality of a car she has been financing through an agreement with MotoNovo Finance Limited, who I’ll call MotoNovo. Miss J has been represented by her partner but as Miss J is named on the finance agreement, and for convenience, I’ll ref... (6 pages)View decision -
Decision Reference DRN5229360
17 Mar 2021 Helm Godfrey Partners Ltd UpheldInvestment and pensionsMr R says Helm Godfrey Partners Ltd (HGP) gave him unsuitable advice about his pension investments and arrangements which has resulted in financial detriment. Mr R is represented in his case by Mac Fin Consulting Ltd. background Mr R had been a client of HGP since 2006, when he received pe... (16 pages)View decision
