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 381196 results
-
Decision Reference DRN-5281233
13 Feb 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5281233 The complaint Mr O is unhappy with how Liverpool Victoria Insurance Company Limited handled a claim on his legal expenses insurance policy. All references to LV include its agents and claims handlers. What happened In June 2022 Mr O contacted LV seeking assistance with a cla... (3 pages)View decision -
Decision Reference DRN-5288598
13 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5288598 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited mishandled a claim on his motor insurance policy. What happened The subject matter of Mr C’s insurance was a car, first registered in 2014. For the year from late June 2024, Mr C had the car insured on... (2 pages)View decision -
Decision Reference DRN-5328092
13 Feb 2025 Charter Court Financial Services Limited UpheldMortgagesDRN-5328092 The complaint Miss P complains about the way Charter Court Financial Services Limited trading as Precise Mortgages has treated her whilst her mortgage has been in arrears. What happened Miss P took out a repayment mortgage with Precise in 2019 over a 25 year term. The inte... (8 pages)View decision -
Decision Reference DRN-5139739
13 Feb 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5139739 The complaint The estate of Mrs S complained about St James’s Place Wealth Management Plc (SJP). The executor, Mr S said SJP did not provide information about an investment held in relation to his late mother, to his representative. He said this meant the estate incurred cos... (3 pages)View decision -
Decision Reference DRN-4864241
13 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4864241 The complaint Mr W complains, via a representative, that Wise Payments Limited (“Wise”) won’t refund the money he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr W fell... (3 pages)View decision -
Decision Reference DRN-5329994
13 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5329994 The complaint Mr I complains that Monzo Bank Ltd unfairly loaded a CIFAS marker under his name. What happened Around February last year, Monzo loaded a CIFAS marker under Mr I’s name following the immediate closure of his account. This was in response to a report it received... (3 pages)View decision -
Decision Reference DRN-5274612
13 Feb 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5274612 The complaint Mr B complains about the repairs Liverpool Victoria Insurance Company Limited (LV) carried out to his car, under his car insurance policy. LV has been represented on the claim by its agents, including its repairer, who I’ll refer to as S. For simplicity, at poi... (4 pages)View decision -
Decision Reference DRN-4896002
13 Feb 2025 Stephen Foster UpheldPensions and AnnuitiesDRN-4896002 The complaint Ms H complains about the advice given by Stephen Foster to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable for her and believes this has caused a financial loss. What hap... (10 pages)View decision -
Decision Reference DRN-5315776
13 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5315776 The complaint Miss P complains that Advantage Insurance Company Limited (“Advantage”) declined to pay her claim and cancelled her policy because she hadn’t told it about modifications to her car. What happened Miss P had a motor insurance policy with Advantage covering her c... (6 pages)View decision -
Decision Reference DRN-5200696
13 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5200696 The complaint Miss D is unhappy that Aviva Insurance Limited (Aviva) applied a second excess to her private medical insurance policy. What happened Miss D had a private medical insurance policy with Aviva. The policy year ran from 1 April 2023 to 31 March 2024. She renewed t... (2 pages)View decision
