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
-
Decision Reference DRN-3593020
25 Jul 2022 Dentons Pension Management Limited UpheldPensions and AnnuitiesDRN-3593020 The complaint Mr M says that Dentons Pension Management Limited (Dentons) was responsible for delays in effecting his disinvestment instructions when he decided to switch certain of his Self- invested Personal Pension (SIPP) funds to a Qualifying Recognised Overseas Pension Sch... (7 pages)View decision -
Decision Reference DRN-2985650
4 Aug 2022 Wise Payments Limited UpheldBanking and PaymentsDRN-2985650 The complaint Mr K complains that Wise Payments Limited won’t refund money he lost after he had fallen victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, and based on the submissio... (7 pages)View decision -
Decision Reference DRN-5386987
6 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5386987 The complaint Mr B complains about how Admiral Insurance (Gibraltar) Ltd (Admiral) dealt with a claim under his motor insurance policy for damage to his vehicle in an accident. References to Admiral in this decision include their agents. What happened In August 2023 Mr B w... (7 pages)View decision -
Decision Reference DRN-4675065
11 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4675065 The complaint Mr and Mrs C have complained that AXA Insurance UK Plc (‘AXA’) declined their claim for damage to their shower under their home insurance policy. What happened A home insurance policy was taken out by Mr and Mrs C with AXA in December 2022. They made an on-line cl... (6 pages)View decision -
Decision Reference DRN-3457897
5 May 2022 Society of Lloyd's Not upheldInsuranceDRN-3457897 The complaint Mr W complains that the policy for his vehicle was cancelled by Society of Lloyd’s. That he only received a partial refund of his premium. And that he was forced to find insurance elsewhere, on short notice, and at a higher cost. What happened Mr W owned a VW Tran... (7 pages)View decision -
Decision Reference DRN-3265870
25 Jan 2022 esure Insurance Limited Not upheldInsuranceDRN-3265870 The complaint Mr T had a car insurance policy with esure Insurance Limited (esure). Mr T’s son was also included on the policy as a named driver. On 30 October 2020 Mr T’s son says that the insured car was stolen from outside his place of work. However, esure has declined to pa... (6 pages)View decision -
Decision Reference DRN-4141394
1 Jun 2023 PrePay Technologies Limited UpheldBanking and PaymentsDRN-4141394 The complaint Mr S, in his capacity as the director of a limited company “K”, complains that PrePay Technologies Limited (PPT) won’t refund transactions he didn’t authorise. K has an e-money account with Tide which is provided by PPT, and so PPT is the respondent business here.... (6 pages)View decision -
Decision Reference DRN-4677543
12 Mar 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4677543 The complaint Mrs B complained that Phoenix Life Limited (trading as Standard Life, and which I’ll refer to as Standard Life in the rest of this decision) took far too long to organise an inward transfer of her Legal & General (L&G) pension plan. Standard Life has paid... (5 pages)View decision -
Decision Reference DRN-3291828
11 Oct 2022 AEGON Investment Solutions Ltd Not upheldInvestmentsDRN-3291828 The complaint Mr and Mrs C complain about the service received from AEGON Investment Solutions Ltd trading as Aegon, referred to as “the business” or “Aegon”. In short, Mr C says he and Mrs C are unhappy about the following: Aegon makes a profit no matter what happens with the... (7 pages)View decision -
Decision Reference DRN-3487795
24 Jan 2023 Financial Administration Services Limited Not upheldInvestmentsDRN-3487795 The complaint Mr H complains that Financial Administration Services Limited, trading as Fidelity International (‘Fidelity’) sent him unwanted emails, even after he asked it to stop sending ‘spam’. To put things right, he would like to be compensated for the distress this caused... (4 pages)View decision
