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 362195 results
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Decision Reference DRN-3461099
28 Feb 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3461099 The complaint Mr W has complained about a transfer of his Scottish Widows Limited (“SWL”) personal pension to an occupational scheme in 2013. Mr W’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process by which pensions are accessed in ... (5 pages)View decision -
Decision Reference DRN-4650950
28 Feb 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4650950 The complaint Ms B complains about Accredited Insurance (Europe) Limited (“Accredited”) for its decision to decline her claim for damage to her home following a leak. She wants Accredited to accept her claim and pay for the repairs needed to her home. What happened Ms B purchas... (4 pages)View decision -
Decision Reference DRN-4621862
28 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4621862 The complaint Mr P and Mrs P have complained about how Aviva Insurance Limited (Aviva) dealt with a claim under a home insurance policy. What happened Mr P and Mrs P contacted Aviva to make a claim when a fire in their neighbour’s garage caused damage to their own garage. Mr P ... (3 pages)View decision -
Decision Reference DRN-4589773
28 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4589773 The complaint The trustees of a charity which I’ll refer to as T, complain that Barclays Bank UK PLC (Barclays) failed to make reasonable adjustments so that one of the trustees, Mr D could communicate effectively with the bank. In particular, the trustees say that Barclays’ fa... (5 pages)View decision -
Decision Reference DRN-4650116
28 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4650116 The complaint Mr V complains about esure Insurance Limited’s (“esure”) handling of his claim under his car insurance policy. What happened Mr V says he was involved in an accident while driving his daughter’s car. Under Mr V’s own insurance, he had third party cover to drive ot... (3 pages)View decision -
Decision Reference DRN-4433841
28 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4433841 The complaint Mr W complains that Revolut Ltd (Revolut) won’t refund the money he lost as a result of an investment scam. He’s being supported by a representative. To keep things simple, I’ll refer to Mr W throughout this decision. What happened The background to this complaint... (3 pages)View decision -
Decision Reference DRN-4543961
28 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4543961 The complaint Mrs W complains that AXA Insurance UK Plc (AXA) unfairly declined her claim following an escape of water, under her home buildings insurance policy. What happened Mrs W noticed water leaking from underneath her shower tray. This became worse and caused a flood in ... (3 pages)View decision -
Decision Reference DRN-4324003
28 Feb 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4324003 The complaint Mr M complains about the service he received from Liverpool Victoria Insurance Company Limited (‘LV’) when his landlord insurance policy renewed. What happened Mr M called LV before his policy renewed to change his credit card. However, LV collected the renewal pr... (2 pages)View decision -
Decision Reference DRN-4528978
28 Feb 2024 Hugh James Solicitors UpheldPensions and AnnuitiesDRN-4528978 The complaint Mr H complained that he was given unsuitable advice to transfer his deferred defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2017. He says the advice was unsuitable for him and believes this has caused a financial l... (4 pages)View decision -
Decision Reference DRN-4220343
28 Feb 2024 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-4220343 The complaint Mr P complained that Atlanta Insurance Intermediaries Limited trading as Swinton Insurance retained his credit card details and used them to refund him when he cancelled his motor insurance policy. What happened When Mr P renewed his policy on the phone, he asked ... (3 pages)View decision
