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 367928 results
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Decision Reference DRN-5126339
23 Dec 2024 U K Insurance Limited UpheldInsuranceDRN-5126339 The complaint Mrs S has complained about what U K Insurance Limited (UKI) has paid in settlement of her claim for damage to her property under her Landlord Insurance policy. What happened Mrs S made a claim for accidental damage caused by her tenants. She wasn’t happy with ... (5 pages)View decision -
Decision Reference DRN-5188325
23 Dec 2024 Esure Services Limited Not upheldInsuranceDRN-5188325 The complaint Mr M complains that esure Services Limited cancelled his motor insurance policy after telling him that his payments were up to date. What happened esure failed to take a payment for Mr M’s policy. A month later it wrote twice to Mr M asking him to make the pay... (2 pages)View decision -
Decision Reference DRN-5216520
23 Dec 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5216520 The complaint Mr S complains Lloyds Bank PLC (“Lloyds”) closed his account without explanation and has discriminated against him. Mr S says Lloyds’ actions have caused him significant distress and inconvenience. What happened The details of this complaint are well known by b... (3 pages)View decision -
Decision Reference DRN-5228843
23 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5228843 The complaint Mr W complains that Lloyds Bank PLC didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known ... (4 pages)View decision -
Decision Reference DRN-5221326
23 Dec 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5221326 The complaint Mr D complains that St. James's Place Wealth Management Plc (“SJP”) has unfairly charged ongoing advice charges (“OACs”) on investments he held with it. What happened Mr D held an ISA, Investment Bond and Retirement Account with SJP. Following a breakdown... (4 pages)View decision -
Decision Reference DRN-5220760
23 Dec 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5220760 The complaint Mr D as the trustee of the D Trust complains that St. James's Place Wealth Management Plc (“SJP”) has unfairly charged ongoing advice charges (“OACs”) on investments held with it. What happened Mr D held three Investment Bonds in trust with SJP. Following... (3 pages)View decision -
Decision Reference DRN-5106158
23 Dec 2024 Ageas Insurance Limited UpheldInsuranceDRN-5106158 The complaint A limited company, which I will refer to as N, complains about the handling of its commercial motor insurance claim by Ageas Insurance Limited. What happened The following is intended only as a brief summary of events. Additionally, even where other parties hav... (3 pages)View decision -
Decision Reference DRN-5188224
23 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5188224 The complaint Mr C complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened In November 2017 Mr C applied for a credit card with Marbles. In his application, Mr C said he... (3 pages)View decision -
Decision Reference DRN-5122285
23 Dec 2024 BUPA Insurance Limited UpheldInsuranceDRN-5122285 The complaint Mr H has complained that BUPA Insurance Limited (‘BUPA’) incorrectly declined a claim which led to loss of earnings. What happened Mr H has a private medical insurance policy, underwritten by BUPA. Mr H made a claim and told BUPA he needed to undergo some monit... (2 pages)View decision -
Decision Reference DRN-5183033
23 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5183033 The complaint X complains that HSBC UK Bank Plc delayed a foreign currency payment from her euro account into her sterling account. Due to the delay X is unhappy that she is now being pursued for the difference in exchange rates relating to one of the cancelled payments. She... (3 pages)View decision
