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 4393 results
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Decision Reference DRN-3281719
16 Jun 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3281719 The complaint Mr and Mrs G complain AXA Insurance UK Plc handled their motor insurance claim poorly. What happened In December 2020 Mr and Mrs G’s UK registered car was damaged whilst they were staying at their property in Italy. They claimed against their AXA motor insurance p... (5 pages)View decision -
Decision Reference DRN-3515676
2 Aug 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3515676 The complaint Mrs G is unhappy because Barclays Bank UK PLC (Barclays) didn’t reimburse all the money she lost in a scam. What happened The payments in this case were made from Mrs G’s account but she has explained that her husband, who I’ll refer to as Mr V, was the one who sp... (4 pages)View decision -
Decision Reference DRN-2130095
11 Mar 2021 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-2130095 The complaint Mrs B has complained about the charges that Mercedes-Benz Financial Services UK Limited (MBFS) applied when she handed back a car she had acquired under a hire purchase agreement. When I refer to what Mrs B has said, and MBFS have said, it should also be taken to ... (4 pages)View decision -
Decision Reference DRN-4441865
13 Mar 2024 iPensions Group Limited Not upheldPensions and AnnuitiesDRN-4441865 The complaint In his complaint, Mr C said iPensions Group Limited (‘iPensions’) continues, unfairly, to charge administration fees for his Forthplus Self-Invested Personal Pension (‘SIPP’) despite the SIPP’s investments having failed. He also says iPensions has unreasonably ref... (4 pages)View decision -
Decision Reference DRN0368922
7 Apr 2014 Ian Ferrell Associates Limited UpheldInsurance (excluding PPI)The late Mr B complained that he was given advice by Ian Ferrell Associates Limited (“IFA”) which caused him a financial loss, because he was unable to make a claim under his critical illness insurance policies after they had been cancelled.backgroundIn 2005, Mr B sought advice from IFA... (4 pages)View decision -
Decision Reference DRN7502881
15 Jul 2014 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr H complains that a claim which arose in June 2008 under his motor insurance policy withAdmiral Insurance Company Limited still remains open, and that Admiral’s communicationwith him has been poor.background I set out the circumstances leading to this complaint, and my provisional fi... (5 pages)View decision -
Decision Reference DRN-2066956
8 Feb 2021 esure Insurance Limited Not upheldInsuranceDRN-2066956 The complaint Mr and Mrs W are unhappy about how esure Insurance Limited trading as Sheila’s Wheels handled their motor insurance claim after they’d been in an accident. For ease of reading I will refer only to Mrs W in my decision. What happened Mrs W was involved in a serious... (4 pages)View decision -
Decision Reference DRN-2790191
28 Jul 2021 QIC Europe Ltd UpheldInsuranceDRN-2790191 The complaint Mr O complains that QIC Europe Ltd (QIC) have unfairly handled a claim under his motor insurance policy. Mr O made a separate complaint about QIC’s handling of his claim up to 2 June 2020. This complaint looks at QIC’s handling of the claim up to the date of this ... (4 pages)View decision -
Decision Reference DRN0737934
12 Sep 2016 Chase de Vere Independent Financial Advisers limited UpheldPayment protection insurance (PPI)Mr and Mrs B complain that Chase de Vere Independent Financial Advisers Limited (“CdV”) mis-sold them a mortgage payment protection insurance (“MPPI”) policy in 2001.backgroundIn my provisional decision – the content of which is attached to, and forms part of, this dec... (5 pages)View decision -
Decision Reference DRN3410059
28 Feb 2020 Cofunds Limited Not upheldInvestment and pensionsMr G is unhappy that Cofunds Limited has taken its charges by selling funds from his ISA and not from his cash account as usual. backgroundMr G has had a stock and shares Individual Savings Account (ISA) and a General Investment Account (previously known as “cash account”) with Cofunds sin... (4 pages)View decision
