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 125267 results
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Decision Reference DRN-4213993
27 Jun 2023 Saxo Capital Markets UK Limited UpheldPensions and AnnuitiesDRN-4213993 The complaint Mr M complains that Saxo Capital Markets UK Limited (Saxo) took too long to complete a pension transfer from one provider (who I’ll refer to as provider A) to Saxo Capital and that investment positions went missing during a significant portion of the transfer proc... (9 pages)View decision -
Decision Reference DRN-4105100
27 Jun 2023 U K Insurance Limited UpheldInsuranceDRN-4105100 The complaint Mr N complains about the way that U K Insurance Limited (UKI) handled a claim he made on a travel insurance policy. What happened The circumstances of this complaint are well-known to both parties, so I’ve simply set out a summary of what I think are the key event... (4 pages)View decision -
Decision Reference DRN-4178151
27 Jun 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4178151 The complaint Mrs B complains about the service she received from ReAssure Limited when she was setting up her pension annuity. What happened Mrs B had a personal pension plan with ReAssure. In July 2022 Mrs B contacted ReAssure about her retirement options and it issued her wi... (9 pages)View decision -
Decision Reference DRN-4213858
27 Jun 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4213858 The complaint Mr P has complained about his car insurer AXA Insurance UK Plc in respect of how it handled and proposed settling a claim following an accident Mrs P had abroad where the car suffered further damage during repatriation. What happened Mrs P had an accident in Augus... (7 pages)View decision -
Decision Reference DRN-4003055
27 Jun 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4003055 The complaint Mr A says there were delays and poor communication from AA Underwriting Insurance Company Limited and its agent after he made a claim on his motor insurance policy, and that an apology was an insufficient response to his concerns. What happened Mr A made a claim i... (2 pages)View decision -
Decision Reference DRN-4213703
27 Jun 2023 esure Insurance Limited UpheldInsuranceDRN-4213703 The complaint Ms C has complained about her home insurer esure Insurance Limited (Esure) regarding a claim she made when there was a fire at her home. Esure has used various agents during the course of this claim. Including loss adjusters. Esure is responsible for the agents. I... (7 pages)View decision -
Decision Reference DRN-4209378
27 Jun 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4209378 The complaint Mr K is unhappy that Santander UK Plc won’t refund money he lost as part of an investment scam. What happened Mr K completed an enquiry form on what he thought was a legitimate website about purchasing shares in Uber. He was subsequently contacted by a representa... (3 pages)View decision -
Decision Reference DRN-4195167
27 Jun 2023 Stonerock Finance Ltd UpheldClaims ManagementDRN-4195167 The complaint Mr A complains that Stonerock Finance Ltd has unfairly charged him a cancellation fee for a claim he said he hadn’t withdrawn. What happened In August 2022 Mr A instructed Stonerock to pursue a claim for a mis-sold packaged bank account (PBA) with his bank who I’l... (3 pages)View decision -
Decision Reference DRN-4212949
27 Jun 2023 American International Group UK Limited UpheldInsuranceDRN-4212949 The complaint Miss V’s complaint is about the handling of a claim under a mobile phone insurance policy with American International Group UK Limited (“AIG”). What happened Miss V made a claim under the policy as her screen needed to be repaired. She was offered the option to at... (3 pages)View decision -
Decision Reference DRN-4191744
27 Jun 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4191744 The complaint Mrs C complains about AA Underwriting Insurance Company Limited’s (AA) handling of her home insurance claim and the cash settlement amount offered. What happened The background of this complaint is known in detail to the parties involved so I’ll summarise what I’v... (5 pages)View decision
