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 363925 results
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Decision Reference DRN-5180307
7 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5180307 The complaint Mr and Mrs R complain about Admiral Insurance (Gibraltar) Limited’s handling of their home insurance claim. Admiral is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Admiral has accepted it is acco... (6 pages)View decision -
Decision Reference DRN-5379241
7 Mar 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5379241 The complaint The estate of Mr B complains that Phoenix Life Limited failed in its responsibilities when dealing with the request to transfer Mr B’s personal pension to an occupational pension scheme (‘OPS’) in April 2015. Mr B’s OPS ended up failing, causing a loss in its f... (5 pages)View decision -
Decision Reference DRN-5149228
7 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5149228 The complaint Mr P complains about the way American Express Services Europe Limited (“AESEL”) handled a claim he made in respect of a transaction made with his credit card. What happened Mr P used his AESEL credit card to purchase some goods from a retailer, who’ll I’ll ref... (4 pages)View decision -
Decision Reference DRN-5275524
7 Mar 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5275524 The complaint Ms G complains about Fairmead Insurance Limited’s handling of a claim made under her home insurance policy after a landslip damaged her property. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary ... (7 pages)View decision -
Decision Reference DRN-5187559
7 Mar 2025 Jigsaw Insurance Services Limited Not upheldInsuranceDRN-5187559 The complaint Mrs H is unhappy with the commission charged by NCI Insurance Services Ltd (acting as an appointed representative of Jigsaw Insurance Ltd) following the sale of her car insurance policy. Mrs H is being represented by a third party in bringing her complaint to ... (2 pages)View decision -
Decision Reference DRN-5049942
7 Mar 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5049942 The complaint Mr G has complained about the way American Express Services Europe Limited (“AESEL”) dealt with his request for money back. What happened In January 2022 Mr G paid around £1,300 using his AESEL credit card for dental treatment from a supplier I’ll call “S”. Mr... (4 pages)View decision -
Decision Reference DRN-4616354
7 Mar 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4616354 The complaint Mr L complains about Zurich Assurance Ltd. He doesn’t think they’ve correctly administered a reviewable whole of life (RWOL) policy he holds with them. What happened Mr L took out a reviewable whole of life (RWOL) policy in 1980 in order to provide protection f... (14 pages)View decision -
Decision Reference DRN-5340121
7 Mar 2025 Covea Insurance plc Not upheldInsuranceDRN-5340121 The complaint Mr M and Ms M complain Covea Insurance Plc unfairly declined their home insurance claim for alternative accommodation costs. Reference to Covea includes its agents. Mr M and Ms M are both policyholders and complainants, but as Mr M has been the main correspond... (2 pages)View decision -
Decision Reference DRN-5365531
7 Mar 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5365531 The complaint Mr C has complained that Inter Partner Assistance SA (IPA) declined a claim he made on a travel insurance policy. What happened Mr C was due to go on a trip abroad on 1 May 2024. However, as he felt unwell, he cancelled the trip and made a claim on the policy.... (3 pages)View decision -
Decision Reference DRN-5380509
7 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5380509 The complaint Mr C complains that Santander UK Plc (Santander) won’t refund money he lost on an investment scam. What happened What Mr C says: Mr C had been looking for ways to invest funds that his late mother left him. He found an article which was apparently endorsed by ... (7 pages)View decision
