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 364862 results
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Decision Reference DRN-5093805
30 Dec 2024 Vitality Life Limited Not upheldInsuranceDRN-5093805 The complaint The estate of Mr G has complained that Vitality Life Limited (‘Vitality’) unfairly declined a claim and said Mr G had made a misrepresentation. What happened The late Mr G had a life insurance policy, underwritten by Vitality which he bought in 2009. A claim wa... (2 pages)View decision -
Decision Reference DRN-5159705
30 Dec 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5159705 The complaint Mrs R is unhappy that Aviva Life & Pensions UK Limited stopped paying a proportionate monthly benefit following a successful claim made on a group income protection insurance policy. What happened Mrs R has the benefit of a group income protection insuranc... (4 pages)View decision -
Decision Reference DRN-5140418
30 Dec 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-5140418 The complaint X has complained about the service provided by Legal and General Assurance Society Limited (‘L&G’) since July 2023. What happened X had a decreasing term assurance with critical illness cover policy, underwritten by L&G. X made a claim which was reviewe... (2 pages)View decision -
Decision Reference DRN-5232321
30 Dec 2024 Vitality Life Limited UpheldInsuranceDRN-5232321 The complaint Mrs M is unhappy with the way in which Vitality Life Limited handled a claim made on a life insurance policy she jointly held with her husband, Mr M, after he sadly died. That includes only paying a proportion of the life benefit, delays and customer service is... (4 pages)View decision -
Decision Reference DRN-5137819
30 Dec 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5137819 The complaint Mr S has complained that Aviva Life & Pensions UK Limited (‘Aviva’) unfairly declined his claim. What happened Mr S has a group income protection policy with a 26 week deferred (waiting) period, underwritten by Aviva. Mr S became absent from work in Novembe... (2 pages)View decision -
Decision Reference DRN-4731826
30 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4731826 The complaint Miss F has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to an employment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summa... (5 pages)View decision -
Decision Reference DRN-5196698
30 Dec 2024 BW SIPP LLP UpheldPensions and AnnuitiesDRN-5196698 The complaint Mr H’s complaint is about his Self-Invested Personal Pension (‘SIPP’), previously administered by BW SIPP LLP (‘BW’). His complaint mainly presents the following claims – BW’s failure to communicate corporate notices it received in May and June 2023, for his... (12 pages)View decision -
Decision Reference DRN-5154807
30 Dec 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5154807 The complaint Mr B is unhappy with the service he’s received from Aviva Life & Pensions UK Limited after making a claim on his life and critical illness policy (‘the policy’). What happened In or around September 2023, Mr B made a claim on the policy for the critical il... (2 pages)View decision -
Decision Reference DRN-5167308
30 Dec 2024 Wakam UpheldInsuranceDRN-5167308 The complaint Mr M complains that Wakam have avoided his policy, retained his premiums and refused his claim for fire damage to his shed as they say they failed to declare his claims history, failed to declare building work, and exaggerated his claim. What happened Mr M too... (4 pages)View decision -
Decision Reference DRN-5174325
30 Dec 2024 Motability Operations Limited Not upheldConsumer CreditDRN-5174325 The complaint Ms D complains that Motability Operations Limited (Motability) terminated a finance agreement she had with them after the car it was financing was seized by the police. A friend has represented Ms D throughout this complaint but as Ms D is named on the finance ... (2 pages)View decision
