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 360264 results
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Decision Reference DRN-4617910
29 Feb 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4617910 The complaint Mr I complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim under his legal expenses insurance policy. Where I refer to RSA, this includes the actions of its agents and claims handlers for which it takes responsibility. What ha... (4 pages)View decision -
Decision Reference DRN-4603266
29 Feb 2024 U K Insurance Limited Not upheldInsuranceDRN-4603266 The complaint Mr C has a motor insurance policy underwritten by U K Insurance Limited (‘UKI’). He says he got poor service from it after he called to report an accident. What happened Mr C told us that on 8 December 2022, whilst attempting to park his car, he misjudged the mano... (3 pages)View decision -
Decision Reference DRN-4650951
29 Feb 2024 iPensions Group Limited Not upheldPensions and AnnuitiesDRN-4650951 The complaint Mr D complains that iPensions Group Limited (iPensions) caused unnecessary delays to the transfer of his Self-Invested Personal Pension (SIPP) to a provider I’ll refer to as provider E. What happened Mr D had a Platform SIPP with iPensions. I understand that the a... (9 pages)View decision -
Decision Reference DRN-4544624
29 Feb 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4544624 The complaint Mr and Mrs H complain about the way AA Underwriting Insurance Company Limited has handled a subsidence claim on their home insurance policy. Any reference to AA includes the actions of its agents. Mr and Mrs H are being represented on this complaint. For ease, I’v... (5 pages)View decision -
Decision Reference DRN-4651739
29 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4651739 The complaint Mr and Mrs B complain about the settlement offered by Aviva Insurance Limited following a claim on their buildings insurance policy. What happened In June 2022 there was a leak of water under the kitchen floor in Mr and Mrs B’s home. This caused extensive damage t... (4 pages)View decision -
Decision Reference DRN-4588520
29 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4588520 The complaint A limited company, which I'll refer to a 'C', is unhappy that National Westminster Bank Plc (NatWest) defaulted its Bounce Back Loan (BBL). C's complaint is brought to this service by its director, whom I'll refer to as 'Mr H'. ... (3 pages)View decision -
Decision Reference DRN-4644406
29 Feb 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4644406 The complaint Miss B and Miss C complain that The National Farmers’ Union Mutual Insurance Society Limited (NFU) declined their claim under their home insurance policy. What happened In October 2022, Miss B and Miss C said following a storm a portion of a wall and the rear of a... (6 pages)View decision -
Decision Reference DRN-4651620
29 Feb 2024 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-4651620 The complaint Mr B complains about the actions of Ms X. He says Ms X gave him unsuitable advice to move a pension to his self-invested personal pension (SIPP) to make a high-risk investment. He says True Potential Wealth Management LLP (True Potential) is responsible for his lo... (21 pages)View decision -
Decision Reference DRN-4652642
29 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4652642 The complaint Mr C and Ms L complain about the way AXA Insurance UK Plc handled its request to change their home insurance policy to a landlord insurance policy. Both Mr C and Ms L are joint policyholders, but for ease, as Mr C has been the main correspondent, I’ve referred to ... (3 pages)View decision -
Decision Reference DRN-4438856
29 Feb 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4438856 The complaint Mr N complains about the quality of a car he acquired under a Conditional Sale Agreement with Santander Consumer (UK) Plc trading as MG Motor Financial Services (Santander). When I refer to what Mr N has said and what Santander have said, it should also be taken t... (4 pages)View decision
