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 118878 results
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Decision Reference DRN-3766141
2 Dec 2022 U K Insurance Limited UpheldInsuranceDRN-3766141 The complaint Mr G complained that U K Insurance Limited trading as Privilege undervalued his car following his claim on his motor insurance policy. What happened After Mr G’s car was damaged in an accident Privilege decided that it was uneconomical to repair. So they offered h... (5 pages)View decision -
Decision Reference DRN-3839831
2 Dec 2022 Ageas Insurance Limited UpheldInsuranceDRN-3839831 The complaint Mr D, on behalf of the Estate of Ms D, has complained that Ageas Insurance Limited (Ageas) unfairly declined a claim for damage to a wall under a home insurance policy. What happened Ms D contacted Ageas to make a claim when a wall in her garden collapsed. A few m... (4 pages)View decision -
Decision Reference DRN-3816691
2 Dec 2022 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-3816691 The complaint Mrs M is unhappy that John Lewis Financial Services Limited (‘JLF’) would not refund her for a purchase she made using her credit card. What happened Mrs M bought a flight using her JLF credit card but it was cancelled because of the global Covid-19 pandemic. Mrs... (4 pages)View decision -
Decision Reference DRN-3356989
2 Dec 2022 Phoenix Wealth Services Limited UpheldInvestmentsDRN-3356989 The complaint Mr H has complained about how Phoenix Wealth Services Limited (trading as Phoenix Wealth) dealt with distributions paid into his pension account. He feels he has lost out financially. He is also unhappy that they didn’t transfer his account to another provider, as... (3 pages)View decision -
Decision Reference DRN-3829196
2 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3829196 The complaint Mrs R and Mr R complain about how QIC Europe Ltd settled a claim on their motor insurance policy and disposed of their car’s salvage. Mr R is a named driver on Mrs R’s policy. What happened Mrs R’s car was involved in a collision and declared to be beyond economic... (3 pages)View decision -
Decision Reference DRN-3766620
2 Dec 2022 Revolut Ltd UpheldBanking and PaymentsDRN-3766620 The complaint Mr S complains about several issues with his banking account with Revolut Ltd. What happened Mr S raised several issues with Revolut regarding a Gold card he ordered and various aspects of customer service he received. Mr S has spoken to Revolut over 16 times on t... (4 pages)View decision -
Decision Reference DRN-3822604
2 Dec 2022 St Andrew's Insurance plc UpheldInsuranceDRN-3822604 The complaint Miss P complains about St Andrew’s Insurance Plc’s handling of a claim under her home insurance policy following a flood. What happened The background to this complaint is well known to both parties, so I only intend to give a brief summary here. Both parties can ... (5 pages)View decision -
Decision Reference DRN-3825946
2 Dec 2022 AXA PPP Healthcare Limited UpheldInsuranceDRN-3825946 The complaint Mr H is unhappy with the service he received from AXA PPP Healthcare Limited when he claimed on his private medical insurance policy. What happened Mr H fell and suffered a serious brain injury which led to him being admitted to a hospital as an emergency inpatien... (3 pages)View decision -
Decision Reference DRN-3740556
2 Dec 2022 KBFS Financial Limited UpheldPensions and AnnuitiesDRN-3740556 The complaint Mr M complained that he was given unsuitable advice in 2017 to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a personal pension plan. KBFS Financial Limited is responsible for answering this complaint and so to keep things consistent, I... (11 pages)View decision -
Decision Reference DRN-3797837
2 Dec 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3797837 The complaint Mr P complains about advice he received from Portal Financial Services LLP (‘Portal’) in relation to a defined benefit occupational pension scheme (‘OPS’). Portal processed the transfer of Mr P’s OPS benefits on an ‘insistent client’ basis to a Self-Invested Perso... (15 pages)View decision
