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 4569 results
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Decision Reference DRN0719856
30 Mar 2015 QBE Insurance (Europe) Limited Not upheldInsurance (excluding PPI)Mr A has complained about QBE Insurance (Europe) Limited’s decision to decline a claim and void his policy as it was not satisfied that he was a motor trader and entitled to a commercial policy.backgroundMr A was involved in a road traffic accident (RTA) on 5 Septem... (2 pages)View decision -
Decision Reference DRN-4809335
6 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4809335 The complaint K, a limited company, complains that Barclays Bank UK PLC didn’t provide it with sufficient help in switching its account. What happened K had asked a different financial business (which I’ll anonymise here as the ‘new bank’) to switch its account from Barclays. T... (2 pages)View decision -
Decision Reference DRN-4084855
18 Apr 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4084855 The complaint Mr L says Aviva Life & Pensions UK Limited (Aviva) was responsible for a delay in switching his pension to Canada Life and that this caused the transfer value to fall by around £4,000. What happened Timeline of events My starting point is to establish a timeli... (6 pages)View decision -
Decision Reference DRN0321369
29 Sep 2020 Phoenix Wealth Services Limited Not upheldInvestment and pensionsComplaintMr W and Ms G complain that Phoenix Wealth Services Limited (previously known as AXA Wealth Service Limited (AXA)) removed a key feature from its Family SunTrust - the non- proportionate allocation of growth facility, also known as the ‘Flexibility Option’.Mr W and Ms G also compl... (9 pages)View decision -
Decision Reference DRN-4338715
27 Oct 2023 U K Insurance Limited UpheldInsuranceDRN-4338715 The complaint Mr M has complained about his van insurer U K Insurance Limited (UKI) regarding a claim he made when his van was stolen. This complaint is about poor service and resultant financial loss. There is a separate complaint considering Mr M’s concerns about the market v... (3 pages)View decision -
Decision Reference DRN-1382419
15 Jul 2020 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-1382419 The complaintMr W has complained about Adrian Flux Insurance Services Group’s handling of his car insurance policy. What happenedMr W took out car insurance on 3 August 2017 (the first policy). Adrian Flux sold the policy as broker. The policy was underwritten by a separate bu... (3 pages)View decision -
Decision Reference DRN7172850
23 Dec 2019 Lloyds Bank PLC Not upheldBanking and creditMr H complains that Lloyds Bank PLC won’t refund transactions that he says he didn’t make or otherwise authorise.backgroundIn February 2019 upon receiving his bank statement, Mr H called Lloyds to dispute a number of transactions made from his Lloyds current account between 2 January 2019 ... (4 pages)View decision -
Decision Reference DRN6077594
7 Jun 2017 Quick Quote Insurance Services Limited Not upheldInsurance (excluding PPI)Mr V has complained that Quick Quote Insurance Services Limited failed to set up his car insurance policy correctly.backgroundSince 2015 Quick Quote, as Mr V’s broker has arranged car insurance policies for him. Mr V renewed his car insurance policy in October 2016. In... (4 pages)View decision -
Decision Reference DRN-5315587
7 Feb 2025 Standard Life Savings Limited UpheldInvestmentsDRN-5315587 The complaint Mr L complains about Standard Life Savings Limited (abrdn). He’s unhappy with how long it took them to transfer his holdings to another firm. What happened Mr L held investments with abrdn and in early 2023 he requested a transfer of his holdings to another fir... (4 pages)View decision -
Decision Reference DRN-3154648
15 Nov 2021 esure Insurance Limited UpheldInsuranceDRN-3154648 The complaint Mr F complains that esure Insurance Limited held him at fault after another driver made a claim against his motor insurance policy. What happened Another driver claimed that Mr F had scraped her car and then fled the scene. Mr F denied this. esure had an independe... (3 pages)View decision
