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 360982 results
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Decision Reference DRN-5244984
17 Feb 2025 Safe World Insurance Group (UK) Ltd Not upheldInsuranceDRN-5244984 The complaint Mr T complains about the response of Safe World Insurance Group (UK) Ltd (‘Safe World’) to a claim he made under a domestic property insurance backed guarantee. Much of Mr T’s dissatisfaction is related to the actions of agents acting on behalf of Safe World. A... (5 pages)View decision -
Decision Reference DRN-5334916
17 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5334916 The complaint Mr O complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In or around late 2012 or early 2013, ... (42 pages)View decision -
Decision Reference DRN-5047814
17 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5047814 The complaint Miss C complains that Revolut Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in su... (9 pages)View decision -
Decision Reference DRN-5272647
17 Feb 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5272647 The complaint Mr and Mrs B have complained about Amtrust Europe Limited because it has declined their claim made under their building warranty. What happened Mr and Mrs B bought a new build property which had a ten-year building warranty provided by Amtrust. The warranty of... (5 pages)View decision -
Decision Reference DRN-5185184
17 Feb 2025 Black Horse Limited UpheldConsumer CreditDRN-5185184 The complaint Miss C complains that the car Black Horse Limited supplied was of lesser value than she was led to believe she was receiving. Miss C would like to be able to get a refund of all monies paid towards her agreement. What happened Miss C entered into a hire purcha... (3 pages)View decision -
Decision Reference DRN-5291983
17 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5291983 The complaint Ms R has complained about the way Royal & Sun Alliance Insurance Limited (RSA) communicated with her when she called to enquire about making a claim under her Home and Buildings Insurance policy. All reference to the insurer RSA in my decision includes agen... (4 pages)View decision -
Decision Reference DRN-5294669
17 Feb 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5294669 The complaint Mr M complains that Moneybarn No. 1 Limited (Moneybarn) have been unreasonable in their management of a finance agreement he had with them. What happened Mr M took out a conditional sale agreement with Moneybarn in January 2020 to fund the provision of a car. H... (2 pages)View decision -
Decision Reference DRN-5310921
17 Feb 2025 Phoenix Life Limited Not upheldInsuranceDRN-5310921 The complaint Mr R has complained that Phoenix Life Limited mis-sold him a term assurance policy providing life benefits. The policy was sold by a different provider, but Phoenix Life now takes responsibility for the sale. For simplicity, I will just refer to Phoenix as havi... (2 pages)View decision -
Decision Reference DRN-5009057
17 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5009057 The complaint Mr P complains about U K Insurance Limited’s (“UKI”) handling of his claim following an escape of water, under his home buildings insurance policy. What happened In December 2022 a pipe burst in Mr P’s home. The resulting escape of water caused extensive damage... (5 pages)View decision -
Decision Reference DRN-5286927
17 Feb 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5286927 The complaint Mr J complains that Accredited Insurance (Europe) Ltd (AIE) rejected a claim he made under a home and buildings insurance policy he shares jointly with Mrs J. What happened Mr J made a claim for water damage to his kitchen floor and hallway floor to his insurer... (2 pages)View decision
