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 366874 results
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Decision Reference DRN-4703881
26 Mar 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4703881 The complaint Mrs H has complained about the amount Liverpool Victoria Insurance Company Limited (LV) has paid in settlement of a claim for subsidence damage to her property. What happened There have been several businesses involved in Mrs H’s claim and complaint, acting as rep... (5 pages)View decision -
Decision Reference DRN-4576486
26 Mar 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4576486 The complaint Mr C complains AXA Insurance UK Plc unfairly declined his contents insurance claim. AXA’s been represented by an agent for the claim. For simplicity I’ve referred to the agent’s actions as being AXA’s own. What happened In late 2021 Mr C went abroad on holiday. He... (4 pages)View decision -
Decision Reference DRN-4416088
26 Mar 2024 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-4416088 The complaint Miss G complains that Bank of Ireland (UK) Plc (BOI) are holding her to the terms of a loan agreement that she says she didn’t enter into. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview... (4 pages)View decision -
Decision Reference DRN-4673945
26 Mar 2024 Soteria Insurance Limited Not upheldInsuranceDRN-4673945 The complaint Mr G complains Soteria Insurance Limited (Soteria) did not make satisfactory repairs to his bathroom after he made a claim on his home buildings insurance policy. He also complains Soteria unfairly concluded that water damage to the adjoining property was a separa... (3 pages)View decision -
Decision Reference DRN-4321711
26 Mar 2024 Spreadex Limited Not upheldInvestmentsDRN-4321711 The complaint Mr L complains that Spreadex Limited failed to safeguard him against problem gambling. He’s also raised some more specific concerns about having to commit additional funds to place bets and accruing debt despite having a credit facility available to him. What happ... (4 pages)View decision -
Decision Reference DRN-4707390
26 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4707390 The complaint Miss G complains that Revolut Ltd won’t refund payments she says were made as the result of a scam. Miss G has used a representative when bringing this complaint. But for ease of reading, I’ll mostly just refer to Miss G herself. What happened The detailed backgro... (3 pages)View decision -
Decision Reference DRN-4342168
26 Mar 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4342168 The complaint Mr K has complained about Ageas Insurance Limited’s (Ageas’) decision to decline a claim he made on his landlord’s building insurance policy. What happened I issued a provisional decision on 12 March 2024, explaining why I was not intending to uphold this complain... (4 pages)View decision -
Decision Reference DRN-3517438
26 Mar 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3517438 The complaint Mr L has complained about a transfer of his stakeholder pension scheme by Scottish Widows Limited (Scottish Widows) to an occupational scheme in 2013. Mr L’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process by which pe... (5 pages)View decision -
Decision Reference DRN-3279473
26 Mar 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-3279473 The complaint Mr P has complained about a transfer of their pension plan held with Phoenix Life Limited (Phoenix) in 2012. Mr P believe the monies have now been lost. Mr P says Phoenix failed in its responsibilities when dealing with the transfer request. He says that it should... (4 pages)View decision -
Decision Reference DRN-4611603
26 Mar 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4611603 The complaint Mr B has complained about a transfer of his Phoenix Life Limited (Phoenix) pension to the Markstav Pension Scheme Limited in 1998. Mr B has said he had no knowledge of this transfer and believes the scheme was fraudulent. As Phoenix is unable to provide a copy of ... (3 pages)View decision
