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 367296 results
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Decision Reference DRN-5026879
31 Oct 2024 BUPA Insurance Limited UpheldInsuranceDRN-5026879 The complaint Mrs D complains that BUPA Insurance Limited has turned down a claim she made on a group private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key ... (5 pages)View decision -
Decision Reference DRN-4959140
31 Oct 2024 Hadron UK Insurance Company Limited Not upheldInsuranceDRN-4959140 The complaint Mr and Mrs M have complained about their commercial property insurer Hadron UK Insurance Company Limited. They feel it acted unfairly by avoiding their cover (treating it as though it never existed) for one of their let properties, and by association declining ... (4 pages)View decision -
Decision Reference DRN-4975821
31 Oct 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4975821 The complaint Mr M and Mrs M complain that West Bay Insurance Plc declined their claim for storm damage to their boundary wall. What happened Mr M and Mrs M have household buildings insurance with West Bay. On two sides of their property the boundary is a dry-stone wall. In ... (4 pages)View decision -
Decision Reference DRN-5058651
31 Oct 2024 First Central Insurance Management Limited UpheldInsuranceDRN-5058651 The complaint Mr C complains that First Central Insurance Management Limited didn’t change his motor insurance policy in order to cover his new car, as requested, leaving it uninsured. What happened Mr C called First Central in November 2023 to ask for the policy that had s... (2 pages)View decision -
Decision Reference DRN-4914820
31 Oct 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-4914820 The complaint Mr P complains that Scottish Equitable Plc trading as Aegon (Aegon) mis-administered his personal pension plan (the plan) investments, causing losses of around £65,000. He wants compensation for his losses. What happened Mr P joined his employers Group Persona... (4 pages)View decision -
Decision Reference DRN-5016133
31 Oct 2024 Ageas Insurance Limited Not upheldInsuranceDRN-5016133 The complaint R and Mr A complain that Ageas Insurance Limited has made an unfair claim decision when deciding that it is unable to cover the total costs of a wall that needs to be rebuilt following damage caused by an insured event. What happened R is a limited company with... (4 pages)View decision -
Decision Reference DRN-5117725
31 Oct 2024 Ageas Insurance Limited UpheldInsuranceDRN-5117725 The complaint Mr S complains about the decline of his buildings insurance claim by Ageas Insurance Limited. Ageas are the underwriters (insurers) of this policy. Part of this complaint concerns the actions of their appointed agents. As Ageas have accepted they are accountabl... (3 pages)View decision -
Decision Reference DRN-5117061
31 Oct 2024 Zopa Bank Limited UpheldConsumer CreditDRN-5117061 The complaint Miss P complains about the quality of a car she was supplied with by Zopa Bank Limited (“Zopa”) under a hire purchase agreement (“agreement”). What happened On 24 July 2023 Miss P entered into an agreement with Zopa for a car costing £15,500 that was approxima... (4 pages)View decision -
Decision Reference DRN-5112156
31 Oct 2024 Utmost Life and Pensions Limited Not upheldInsuranceDRN-5112156 The complaint Mr C complains about the way that Utmost Life and Pensions Limited has administered his Whole of Life Assurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key e... (6 pages)View decision -
Decision Reference DRN-4586409
31 Oct 2024 Lowes Financial Management Limited UpheldInvestmentsDRN-4586409 The complaint Mrs I and Mr M complain as trustees of a trust about Lowes Financial Management Limited (“Lowes”) handling of the withdrawal from a bond. They say the withdrawal wasn’t required as income was not needed and it removed the funds from the trust causing a potentia... (5 pages)View decision
