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 369228 results
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Decision Reference DRN-5253378
10 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5253378 The complaint Mr B complains about the way in which Admiral Insurance (Gibraltar) Limited (“Admiral”) dealt with a claim on his car insurance policy. What happened Mr B held a car insurance policy underwritten by Admiral. In April 2021 Mr B received a call from Admiral inf... (4 pages)View decision -
Decision Reference DRN-5155043
10 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5155043 The complaint Mr M complains about the amount Admiral Insurance (Gibraltar) Limited paid to settle a claim he made on his motor insurance policy. What happened Mr M’s car was damaged after being involved in an accident in July 2024. He made a claim under his mo... (3 pages)View decision -
Decision Reference DRN-5203136
10 Jan 2025 Ageas Insurance Limited UpheldInsuranceDRN-5203136 The complaint Mrs B and Mr H have complained that Ageas Insurance Limited (‘Ageas’) unfairly reduced the cash settlement offered under their home insurance policy following a burglary. For the avoidance of doubt, the term ‘Ageas’ includes reference to its agents and represen... (4 pages)View decision -
Decision Reference DRN-3308476
10 Jan 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-3308476 The complaint Mr W has complained about the actions of Phoenix Life Limited (“Phoenix”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2014. The QROPS subsequently invested in an asset that is unlikely to realise any ... (10 pages)View decision -
Decision Reference DRN-5253309
10 Jan 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5253309 The complaint Mr and Mrs H complained that Tesco Underwriting Limited (“Tesco”) unfairly settled their claim following a storm and the claim handling wasn’t as good as it should’ve been. What happened Mr and Mrs H made a claim when the boundary wall to their land was blown o... (3 pages)View decision -
Decision Reference DRN-5133225
10 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5133225 The complaint Mr K complains that Barclays Bank UK PLC trading as Barclaycard didn’t give him enough information before he made a transaction on his account. He says that, as a result, he suffered negative consequences which he wasn’t expecting. What happened Mr K holds a c... (3 pages)View decision -
Decision Reference DRN-5060597
10 Jan 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5060597 The complaint Miss P is unhappy that Legal and General Assurance Society Limited (L&G) stopped her benefits payments under her income protection policy. What happened Miss P has a group income protection policy through her employer. The policy provides a benefit in certa... (4 pages)View decision -
Decision Reference DRN-5224199
10 Jan 2025 Capital Professional Limited UpheldInvestmentsDRN-5224199 The complaint The estate of Mrs S complains Capital Professional Limited (trading as Ascot Lloyd) has charged ongoing advice fees for a service that wasn’t provided in relation to an investment bond. The estate requests that all fees are refunded during the period the servic... (3 pages)View decision -
Decision Reference DRN-5249924
10 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5249924 The complaint Mr and Mrs J complain Nationwide Building Society (“Nationwide”) applied restrictions to their online banking facility and won’t lift them until they provide what they consider unnecessary evidence. What happened Mr and Mrs J hold a joint account with Nationwid... (2 pages)View decision -
Decision Reference DRN-4984141
10 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4984141 The complaint Mr O complains that Starling Bank Limited (Starling) closed his personal account with just seven days’ notice, and without a legitimate reason. To put things right, Mr O wants Starling to explain its decision and to pay him compensation. What happened On 17 May... (2 pages)View decision
