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 381082 results
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Decision Reference DRN-5313961
14 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5313961 The complaint Mr C complains that Advantage Insurance Company Limited acted unfairly when it increased his insurance premium after the policy had started. What happened Mr C called Advantage to discuss his renewal in December 2023. His policy was due to renew in January 2024... (3 pages)View decision -
Decision Reference DRN-5211857
14 Feb 2025 ICICI Bank UK Plc Not upheldBanking and PaymentsDRN-5211857 The complaint Mr S complains that ICICI Bank UK Plc (ICICI) is refusing to refund him the amount he lost as the result of a scam. What happened Mr S says he was contacted out of the blue by a group of people (I will call X) that claimed they would be able to recover funds he... (3 pages)View decision -
Decision Reference DRN-5279159
14 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5279159 The complaint Mrs W says the recovery service underwritten by U K Insurance Limited (‘UKI’) damaged her car during its recovery of it to a garage. What happened Mrs W was driving home on 20 July 2023 when warning lights appeared on her dashboard. She called a national break... (4 pages)View decision -
Decision Reference DRN-5244379
14 Feb 2025 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-5244379 The complaint Mr W complains that Quilter Financial Services Ltd mis-managed his Self-Invested Personal Pension (SIPP) by allowing over £50,000 of cash to build up within the SIPP cash account. He also complains that he paid ongoing advice charges for a period where no servi... (6 pages)View decision -
Decision Reference DRN-5265446
14 Feb 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5265446 The complaint N has complained about Mulsanne Insurance Company Limited’s decision to avoid a van insurance policy Mr C took out to cover a van belonging to N and decline his claim under it following the theft of the van. This complaint was originally set up in the name of ... (4 pages)View decision -
Decision Reference DRN-4907809
14 Feb 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-4907809 Complaint Miss B has complained about what Marsh Finance & Commercial Limited (“Marsh Finance”) has done to put things right after it accepted that it supplied her with a car that was not of satisfactory quality through a hire-purchase agreement. Background In October 2... (3 pages)View decision -
Decision Reference DRN-5277288
14 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5277288 The complaint Mr W complains about the avoidance of a commercial property insurance policy by U K Insurance Limited (‘UKI’). What happened The background to this complaint is well known to Mr W and UKI. Rather than repeat in detail what’s already known to both parties, in m... (4 pages)View decision -
Decision Reference DRN-5283993
14 Feb 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5283993 The complaint Mr D and Mrs D have complained that Highway Insurance Company Limited (Highway) unfairly declined a claim under their home insurance policy. What happened Mr D and Mrs D were abroad when their home was burgled. They contacted Highway to make a claim and it was... (2 pages)View decision -
Decision Reference DRN-5331600
14 Feb 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5331600 The complaint Mr D complains that Wise Payments Limited won’t refund the money he lost when he was the victim of a scam. What happened In January 2024, Mr D received a text message from someone who said they were from a recruitment agency and had a potential job for him. An... (3 pages)View decision -
Decision Reference DRN-5010865
14 Feb 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5010865 The complaint Mr P has complained, via his representatives, about a transfer of his pension provided by The Royal London Mutual Insurance Society Limited to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in February 2014. Mr P says his QROPS was subsequ... (12 pages)View decision
