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 4269 results
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Decision Reference DRN3455327
18 May 2017 All Medical Professionals Ltd Not upheldInsurance (excluding PPI)Mrs W has complained about All Medical Professionals Ltd’s (AMP) administration of a motor trade insurance policy.Mrs W has been represented by her husband Mr W. But for ease, where appropriate I’ve referred to Mr W’s comments as being those of Mrs W.References ... (3 pages)View decision -
Decision Reference DRN9095757
3 Apr 2018 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr L complains that Volkswagen Financial Services (UK) Limited shouldn’t have attempted to repossess his car and terminate his finance agreement when he failed to get it insured.background I provided my provisional decision in February 2018. In that decision I explain... (4 pages)View decision -
Decision Reference DRN-4384468
21 Nov 2023 One Insurance Limited UpheldInsuranceDRN-4384468 The complaint Mrs T and Mr T complains about how their insurer, One Insurance Limited (One), handled a claim under their motor insurance policy. Any reference to One in this decision includes their agents. What happened In July 2022, Mrs T and Mr T had an accident in which thei... (3 pages)View decision -
Decision Reference DRN-4218008
7 Jul 2023 Cofunds Limited Not upheldInvestmentsDRN-4218008 The complaint Mrs G complains about the service provided by Cofunds Limited (trading as Aegon) during the process of arranging the re-registration of her Stocks and Shares Individual Savings Account (‘ISA’) and General Investment Account (‘GIA’) with a new provider (whom I’ll c... (5 pages)View decision -
Decision Reference DRN-3953070
8 Feb 2023 Ageas Insurance Limited UpheldInsuranceDRN-3953070 The complaint Mr L has complained about his motor insurer Ageas Insurance Limited (“Ageas”). He’s unhappy with its processes and the fact that it threatened to cancel his policy without making any investigations and without allowing him enough time to respond. What happened Mr... (4 pages)View decision -
Decision Reference DRN8229030
26 Jun 2018 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr M has complained that due to Tesco Underwriting Limited’s error when he bought a carinsurance policy, he was stopped by police for driving uninsured and his car was impounded.backgroundMr M bought a car insurance policy with Tesco online. Mr M added his registrati... (3 pages)View decision -
Decision Reference DRN2962636
18 Dec 2019 Assurant General Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that Assurant General Insurance Limited unfairly declined her insurance claim for her son’s damaged phone.backgroundMrs S holds gadget insurance through her bank account. The policy is underwritten by Assurant, so it’s responsible for her claim and complaint. The policy all... (3 pages)View decision -
Decision Reference DRN1887939
21 Nov 2019 Lloyds Bank PLC Not upheldBanking and creditMrs P has complained that Lloyds Bank PLC is unreasonably refusing her access to money in her account. Lloyds has asked Mrs P to provide certain information, but Mrs P thinks Lloyds’ request is unreasonable. backgroundA large sum of money was paid into Mrs P’s account. Lloyds told Mrs P it... (2 pages)View decision -
Decision Reference DRN-2690822
26 May 2021 AEGON Investment Solutions Ltd UpheldInvestmentsDRN-2690822 The complaint Mr T is represented by his independent financial adviser in making his complaint. The IFA says that AEGON Investment Solutions Ltd caused a number of errors and a delay when was carrying out Mr T’s stocks and shares ISA transfer from another business. The IFA subm... (4 pages)View decision -
Decision Reference DRN1583438
8 Mar 2019 HSBC UK Bank Plc Not upheldBanking and creditMrs B, as attorney for Miss P, complains about the way HSBC UK Bank Plc has handled an Enduring Power of Attorney (“EPA”). backgroundMrs B says she met with HSBC in September 2018 and asked to be added to Miss P’s account under a Power of Attorney to assist wit... (3 pages)View decision
