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 DRN5791535
5 Apr 2018 Phoenix Wealth Services Limited UpheldInvestment and pensionsMr and Mrs B complain that shortly after setting up their Family Suntrust, AXA Wealth Services Limited (AXA) withdrew an important facility - the non-proportionate allocation of investment growth facility. They say they have lost out financially as a result.backgroun... (3 pages)View decision -
Decision Reference DRN7736273
27 Feb 2018 The Society of Lloyd's UpheldInsurance (excluding PPI)Ms Q complains that Society of Lloyd’s (SoL) has declined her contents insurance claim. backgroundFollowing a burglary, Ms Q submitted a claim to SoL for a number of items she said had been stolen. SoL turned down the claim as Ms Q wasn’t able to provide any evid... (3 pages)View decision -
Decision Reference DRN8649352
1 Jul 2014 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr V complains that the policy administrator on behalf of Tesco Underwriting Limited said his motor insurance policy was void and refused to pay his claim.backgroundMr V bought a second-hand car which was later involved in an accident. The policy administrator said it was beyond eco... (4 pages)View decision -
Decision Reference DRN4863379
20 Nov 2018 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Ms R complains that Advantage Insurance Company Limited unfairly declined to pay the claim she made on her motor insurance policy.backgroundMs R and her partner bought a car based on an advert they’d seen online. The seller gave them a V5 registration document and an M... (2 pages)View decision -
Decision Reference DRN-3557763
21 Apr 2023 Financial Administration Services Limited Not upheldInvestmentsDRN-3557763 The complaint Mr M and Mrs M are unhappy with the service provided by Financial Administration Services Limited (Fidelity) following the transfer of their stocks and shares Individual Savings Account (ISA). What happened Mr M and Mrs M held an ISA with company L. Mrs M had prov... (3 pages)View decision -
Decision Reference DRN-2789550
18 Jun 2021 Skyfire Insurance Company Limited Not upheldInsuranceDRN-2789550 The complaint Miss G complains about how Skyfire Insurance Company Limited dealt with her claim, when her parked car was hit by an unidentified vehicle. And that the incident was recorded as a fault claim against her policy. What happened Miss G had comprehensive motor insuranc... (3 pages)View decision -
Decision Reference DRN-4999688
18 Oct 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4999688 The complaint Mr F complains that Vanquis Bank Limited (“Vanquis”) failed to properly administer a new account opening, allowing a fraudster to use his details which negatively affected his credit standing. What happened In late 2023, Mr F became aware that a new credit acco... (3 pages)View decision -
Decision Reference DRN5140396
1 Aug 2019 Mercedes-Benz Financial Services UK Limited UpheldBanking and creditMr G complains about the end of lease charges Mercedes-Benz Financial Services UK Limited (“MBFS”) have asked him to pay to refurbish a car he returned to them.background Mr G has been represented throughout this case by his daughter Miss G but for ease I will refer to Mr G in this decisio... (3 pages)View decision -
Decision Reference DRN-3284403
15 Jul 2022 Covea Insurance plc UpheldInsuranceDRN-3284403 The complaint Mr M complains that Covea Insurance plc unfairly declined a claim and avoided his commercial vehicle insurance policy. What happened Mr M’s truck was stolen and then recovered so he claimed on his policy with Covea for the damage caused to his truck. When he claim... (3 pages)View decision -
Decision Reference DRN-3686674
6 Jan 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3686674 The complaint Mr W1 complains Santander UK Plc (“Santander”) terminated access to his accounts following the registration of an Enduring Power of Attorney (“EPA”). Mr W1 is assisted in bringing this case by his Attorney, Mr W2. What happened Mr W1 made an EPA on 19 September 20... (3 pages)View decision
