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 366874 results
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Decision Reference DRN-5081285
15 Oct 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5081285 The complaint Mr B complains that Aviva Life & Pensions UK Limited (Aviva) took 10 years to discover it had mistakenly paid a sum of over £3,700 – now worth over £6,000 – into his pension plan in 2014. He doesn’t think the compensation of £300 Aviva has offered is suffic... (3 pages)View decision -
Decision Reference DRN-4866305
15 Oct 2024 U K Insurance Limited Not upheldInsuranceDRN-4866305 The complaint A company, which I’ll refer to as J, complains that U K Insurance Limited (“UKI”) rejected a claim on its commercial property insurance, declared the policy void and retained the premium it had paid. What happened J took out a new commercial policy underwritten... (4 pages)View decision -
Decision Reference DRN-5082630
15 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5082630 The complaint Mr T is unhappy with the functionality of the Monzo Bank Ltd banking app. What happened Mr T received a refund from a merchant into his Monzo account. But the merchant accidentally refunded Mr T twice, and so then reclaimed the duplicate refund from Mr T’s Monz... (2 pages)View decision -
Decision Reference DRN-5008879
15 Oct 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5008879 The complaint Mr H and Ms E complain that Aviva Insurance Limited declined their claim against a travel insurance policy. What happened In summary, Mr H and Ms E have travel insurance underwritten by Aviva as a benefit of a bank account. They planned a trip with a departure... (3 pages)View decision -
Decision Reference DRN-5025473
15 Oct 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5025473 The complaint Mrs and Mr S, as the trustees of the S Trust, complain that Legal and General Assurance Society Limited (L&G) hasn’t fully settled a critical illness claim Mrs S made on a life insurance policy. What happened The background to this complaint is well-known t... (4 pages)View decision -
Decision Reference DRN-4742592
15 Oct 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4742592 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with Mercedes- Benz Financial Services UK Limited (MBFS) was of an unsatisfactory quality. When I refer to what Mr M has said and what MBFS have said, it should also be taken to include... (3 pages)View decision -
Decision Reference DRN-5071476
15 Oct 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5071476 The complaint Mrs J’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna (“Novuna”) declined her claim that a credit agreement she’d entered into with them is unenforceable. What happened In or around October 2019 (the “Time of Sale”), Mrs J (toget... (4 pages)View decision -
Decision Reference DRN-4873557
15 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4873557 The complaint Mr P complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) has unfairly handled and settled a theft claim under his contents insurance policy. Any reference to Mr P or Admiral includes respective agents and representatives. What happened The backgrou... (3 pages)View decision -
Decision Reference DRN-5081036
15 Oct 2024 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5081036 The complaint Mr K complains about DAS Legal Expenses Insurance Company Limited’s (DAS LEI) handling of a claim he made on a legal expenses insurance policy. Where I refer to DAS LEI within my decision, this includes agents and representatives who handled the claim on its be... (5 pages)View decision -
Decision Reference DRN-5082710
15 Oct 2024 IFG Pensions Limited UpheldPensions and AnnuitiesDRN-5082710 The complaint Mr W complains about the service he received from IFG Pensions Limited (IFG) when opening a Self-Invested Personal Pension (SIPP), carrying out an in-specie transfer (of investments held by Firm R) and making a withdrawal. What happened Mr W says he was a resi... (16 pages)View decision
