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 4196 results
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Decision Reference DRN-1557448
12 Jun 2020 Royal & Sun Alliance Insurance Plc Not upheldInsuranceThe complaint Mr D is unhappy Royal & Sun Alliance Insurance Plc (‘RSA’) avoided his motor insurance policy. This meant his claim for theft wasn’t covered. What happened Mr D bought a car insurance policy with RSA in February 2019. He bought the policy online through a price comparison... (3 pages)View decision -
Decision Reference DRN-4346420
3 Oct 2023 IPS Pensions Limited UpheldPensions and AnnuitiesDRN-4346420 The complaint Mr C complains that IPS Pensions Limited (IPS), trading as James Hay Partnership, caused an unnecessary delay to the transfer of his Self-Invested Personal Pension (SIPP) to another provider. I’ll refer to that provider as provider A. What happened Mr C had a SIPP... (10 pages)View decision -
Decision Reference DRN-2968062
26 Jul 2022 SOVEREIGN PENSION SERVICES (UK) LIMITED Not upheldPensions and AnnuitiesDRN-2968062 The complaint Mr M says Sovereign Pension Services (UK) Limited (Sovereign) was responsible for a delay in acting on his instruction to disinvest from the funds in his Self-invested Personal Pension (SIPP). He says this resulted in substantial financial detriment to him. Mr M i... (5 pages)View decision -
Decision Reference DRN-1606227
26 May 2020 Nationwide Building Society Not upheldMortgagesDRN-1606227The complaintMr B’s complaint is that he believes Nationwide Building Society has lost copies of his passport and bank statement which were taken when he applied for a mortgage. Mr B is concerned that these copy documents, if found, could be used to steal his identity. Mr B is a... (3 pages)View decision -
Decision Reference DRN3289979
16 Feb 2016 The National Farmers' Union Mutual Insurance Society Limited UpheldInsurance (excluding PPI)Mr S complains about the way the National Farmers’ Union Mutual Insurance Society Limited (NFU) has dealt with a claim he made after his car was in a road accident.backgroundThe accident occurred on 31 May 2015. The other driver is being prosecuted for failing to sto... (3 pages)View decision -
Decision Reference DRN3609677
14 Aug 2015 Zurich Insurance PLC UpheldInsurance (excluding PPI)background The background and circumstances of this complaint and my initial thinking are set out in my July 2015 provisional decision. I attach a copy of that decision, which forms a part of this final decision.Mr M and Zurich Insurance PLC have seen the provisional ... (3 pages)View decision -
Decision Reference DRN6380718
14 Oct 2014 Clements Europe Limited UpheldInsurance (excluding PPI)Mr Z complains that Clements Europe Limited mistakenly cancelled the motor insurance policy on his car. As a result, it was stopped by the police, impounded, and then destroyed.backgroundMr Z owned two cars, car A and car B. In November 2012 he took out two separate insurance policies f... (3 pages)View decision -
Decision Reference DRN1724838
5 Sep 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)B’s complaint is about Aviva Insurance Limited’s decision to turn down a claim on its commercial insurance policy. The claim was for legal expenses insurance cover. The complaint is brought by Mr M, a Director of B. Mr M says that Aviva hasn’t acted fairly.All refe... (3 pages)View decision -
Decision Reference DRN2211269
27 Mar 2020 Santander UK Plc Not upheldBanking and creditMr P has complained that Santander UK Plc won’t add his requested power of attorney, Mr W, onto his accounts without Mr W providing Santander some personal information.backgroundIn January 2019 Mr P went into a Santander branch with Mr W to add him onto their records as Mr P’s representati... (3 pages)View decision -
Decision Reference DRN7217059
14 Feb 2014 Reid Scott & Ross Limited UpheldInvestment and pensionsMrs A has complained that Reid Scott & Ross Limited (“RS&RL”) provided her with unsuitable advice to transfer the value of her preserved pension benefits from an occupational defined benefit pension scheme into a personal pension plan.backgroundThe adjudicator who considered Mr... (3 pages)View decision
