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 605 results
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Decision Reference DRN-2884001
18 Jun 2021 Advantage Insurance Company Limited UpheldInsuranceDRN-2884001 The complaint Mr M complains that Advantage Insurance Company Limited (Advantage) cancelled his motor insurance policy in error. He also complains that an incident involving his brother has been incorrectly recorded and is therefore affecting the premiums he has to pay. Mr M is... (5 pages)View decision -
Decision Reference DRN3489317
9 Jul 2019 Devitt Insurance Services Ltd UpheldInsurance (excluding PPI)Mr S complains that his insurance broker, Devitt Insurance Services Ltd (“Devitt”), misledhim into believing that his motorbike insurance policy would automatically renew without anyfurther action being needed on his part when the previous year’s policy came to an end.This didn’t happen, s... (6 pages)View decision -
Decision Reference DRN-4803747
20 Jun 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-4803747 The complaint Mr B has complained about a transfer of his personal pension provided by The Royal London Mutual Insurance Society Limited to an occupational pension scheme in January 2013. Mr B’s occupational scheme was subsequently found to be a vehicle for pension liberation, ... (6 pages)View decision -
Decision Reference DRN2301807
16 Aug 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr B complains that Aviva Insurance Limited declined a claim he made on his travel insurance policy when he injured a third party with a golf buggy on a golfing holiday, based on a policy exclusion that a golf buggy was a “motorised vehicle”. He also complains t... (7 pages)View decision -
Decision Reference DRN-3842815
8 Dec 2022 CASFS Ltd UpheldInvestmentsDRN-3842815 The complaint Mr C has complained about the advice he was given by Sanlam Financial Services UK Limited (‘Sanlam’) to invest into four Savings Programmes between 1987 and 1991. Mr C has said he lost out financially as a result of the poor advice. Mr C has brought his complaint ... (7 pages)View decision -
Decision Reference DRN5417085
28 Apr 2020 Acromas Insurance Company Limited UpheldInsurance (excluding PPI)Mrs B, represented by Mr B, is unhappy with the service she received under her AA European Breakdown Cover when their car broke down in Europe. As the policy was underwritten by Acromas Insurance Company Limited (Acromas) her complaint is against them.backgroundMr and Mrs B were on holiday... (8 pages)View decision -
Decision Reference DRN-4604524
7 Feb 2024 Commsave Credit Union Limited UpheldConsumer CreditDRN-4604524 Complaint Mr M has complained that Commsave Credit Union Limited (“Commsave”) provided him with unaffordable loans. He says the loans were unaffordable because of a gambling addiction. Background Commsave provided Mr M with a total of ten loans. Mr M’s borrowing history with Co... (7 pages)View decision -
Decision Reference DRN5289935
10 Dec 2020 Europa Group Limited UpheldInsurance (excluding PPI)Mr O complains about a branded policy of car insurance administered by Europa Group Limited (Europa). I’ve referred to Europa throughout this decision for sake of ease, although I appreciate that Mr O was actually dealing with a different company. Mr O says Europa cancelled his policy with... (7 pages)View decision -
Decision Reference DRN2629255
15 Jan 2021 Principal Insurance Limited UpheldInsurance (excluding PPI)Mr C has complained about Principal Insurance Limited’s actions in connection with his motorcycle insurance policies. In bringing this complaint Mr C’s been helped by a friend. But for ease I’ll refer to his friend’s comments as being Mr C’s. background In June 2016 Mr C contacted Principa... (6 pages)View decision -
Decision Reference DRN1878967
24 Nov 2020 Metro Bank PLC UpheldBanking and creditMr D is unhappy with Metro Bank PLC’s decision not to refund a transfer of £9,550 he made when falling victim to a scam. background In 2015, Mr D opened an account for the proceeds of a personal injury settlement to be paid into. He explains he thought it had been set up as a trustee accou... (9 pages)View decision