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 385419 results
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Decision Reference DRN-5404270
4 Apr 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5404270 The complaint Mr and Mrs M have complained that The Royal London Mutual Insurance Society Limited, trading as Royal London (“RL”) unfairly declined Mr M’s terminal illness claim. What happened Mr and Mrs M bought a joint life insurance policy from RL in 2010. This provided ... (2 pages)View decision -
Decision Reference DRN-5411059
4 Apr 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5411059 The complaint Mr R complains that Aviva Life & Pensions UK Limited has unfairly refused his requests to transfer benefits he holds in a pension plan with the firm. What happened Mr R holds pension savings with Aviva. Those savings are held in a Section 32 Deferred plan t... (4 pages)View decision -
Decision Reference DRN-5398518
4 Apr 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5398518 The complaint Mr B complains that Ageas Insurance Limited (“Ageas”) has unfairly declined a storm claim under his home insurance policy. Any reference to Mr B or Ageas includes respective agents or representatives. What happened The background of this complaint is well known... (2 pages)View decision -
Decision Reference DRN-5369984
4 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5369984 The complaint Mr and Mrs L complain that UK Insurance Limited (“UKI”) unfairly declined their claim for flood damage to their garden and patio, under their home buildings insurance policy. I’ll refer to Mr L in my decision for ease. What happened Mr L says he became aware of... (3 pages)View decision -
Decision Reference DRN-5379725
4 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5379725 The complaint Mr H has complained that Monzo Bank Ltd (“Monzo”) failed to protect him from falling victim to an employment scam, and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all of ... (7 pages)View decision -
Decision Reference DRN-4519835
4 Apr 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-4519835 The complaint Mr C has a self-invested personal pension (SIPP) with London & Colonial Services Limited, now called Pathlines Pensions UK Limited (“L&C”). Mr C invested in unlisted shares in his SIPP. Mr C says L&C should not have allowed the investments which h... (14 pages)View decision -
Decision Reference DRN-5403329
4 Apr 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5403329 The complaint Mr N complains that Casualty & General Insurance Company (Europe) Ltd declined a claim on his pet insurance policy. What happened Mr N made a claim on his policy for treatment costs after his dog was injured in an accident. After returning from a walk, his ... (2 pages)View decision -
Decision Reference DRN-5457630
4 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5457630 The complaint Mr S complains that Barclays Bank UK Plc closed his account, and withheld funds from him. He’d like the account reinstated and the money returned to him. What happened Mr S held accounts with Barclays. But in March 2023 he wanted to transfer funds in to his IS... (5 pages)View decision -
Decision Reference DRN-5039046
4 Apr 2025 Belbury Financial Planning Limited UpheldPensions and AnnuitiesDRN-5039046 The complaint Mr K complains that Belbury Financial Planning Limited (‘Belbury’) gave him unsuitable investment advice and that he paid ongoing advice charges but did not receive annual reviews of his portfolio’s performance. Mr K argues that this cost him investment losses.... (5 pages)View decision -
Decision Reference DRN-5129852
4 Apr 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5129852 The complaint Mr B complains that Liverpool Victoria Insurance Company Limited (LV) has treated him unfairly when handling a claim made on his motor insurance policy. He feels LV has failed to progress the liability element of the claim as quickly as it could have and this h... (4 pages)View decision
