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-4572773
1 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4572773 The complaint Miss D has complained about the way AXA Insurance UK Plc has dealt with a claim she made under her home and buildings insurance policy. What happened There was an explosion at a property near Miss D’s home and this led to an immediate evacuation. In November 2022,... (3 pages)View decision -
Decision Reference DRN-4524548
1 Feb 2024 U K Insurance Limited Not upheldInsuranceDRN-4524548 The complaint Mr P complained his motor insurance was incorrectly renewed by U K Insurance Limited (“UKI”). What happened Mr P said he was unhappy when UKI collected a renewal premium from him for over £3,000 without a renewal notice to warn the money would be collected from hi... (2 pages)View decision -
Decision Reference DRN-4578592
1 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4578592 The complaint Mrs F has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Mrs F contacted British Gas to repair the gas pipework in her home. An engineer visited and found that Mrs F’s property was a... (3 pages)View decision -
Decision Reference DRN-4369036
1 Feb 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4369036 The complaint Mr W complains that Clydesdale Bank Plc, trading as Virgin Money, has recorded incorrect data to credit reference agencies which has affected his credit score. What happened The details of this complaint are well known to both parties, so I won't repeat them ... (2 pages)View decision -
Decision Reference DRN-4560573
1 Feb 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4560573 The complaint Mrs E complains that The Royal Bank of Scotland Plc (“RBS”) won’t refund her the interest she paid on a loan she took out to fund an investment, which turned out to be a scam. What happened The background to this complaint is well known to both parties, so I won’t... (2 pages)View decision -
Decision Reference DRN-4595030
1 Feb 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4595030 The complaint Mr M complains that The Prudential Assurance Company Limited caused delays in providing information about his pension which meant his annuity didn’t start when he wanted it to. What happened Mr M had two retirement annuity contracts (RACs) that were set up in the ... (5 pages)View decision -
Decision Reference DRN-4474842
1 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4474842 The complaint Mr and Mrs R have complained about the amount U K Insurance Limited, trading as Churchill, offered for a claim made on their contents insurance policy. Mrs R has primarily dealt with things so, for simplicity, I’ll refer to her only. What happened As the circumsta... (2 pages)View decision -
Decision Reference DRN-4526223
1 Feb 2024 AMG Wealth Solutions LLP UpheldPensions and AnnuitiesDRN-4526223 The complaint Mr H complains that he was given unsuitable advice by AMG Wealth Solutions LLP (‘AMG’) to transfer the benefits from his defined benefit (‘DB’) scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes this ha... (5 pages)View decision -
Decision Reference DRN-4527954
1 Feb 2024 Amtrust Europe Limited UpheldInsuranceDRN-4527954 The complaint Mr L has complained about Amtrust Europe Limited’s handling of a claim he made under his LABC New Home Warranty for defects and fire safety issues affecting his building. What happened The subject of this complaint is a building comprised of multiple flats. Defect... (8 pages)View decision -
Decision Reference DRN-4589250
1 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4589250 The complaint Ms M is unhappy about Bank of Scotland plc trading as Halifax’s (Halifax) decision not to refund the £5,750 she paid for building work. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of... (3 pages)View decision
