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 361839 results
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Decision Reference DRN-5074284
27 Nov 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5074284 The complaint Ms D complains that Scottish Widows Limited (trading as Halifax Financial Services) has failed to manage her pension investments in a professional manner. What happened Ms D held pension savings with Halifax. Those pension savings arose from some advice that wa... (3 pages)View decision -
Decision Reference DRN-5058894
27 Nov 2024 National House-Building Council UpheldInsuranceDRN-5058894 The complaint Mr and Mrs E complain National Housing-Building Council (NHBC) unfairly declined a claim they made on their building warranty for water ingress around a bay window. What happened In 2021 Mr and Mrs E bought a property. The property benefitted from a ten-year NH... (4 pages)View decision -
Decision Reference DRN-5075315
27 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5075315 The complaint Mrs M has complained about the way Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim she made under the Home Emergency (HE) section of her home insurance policy. RSA subsequently recorded a claim under her home buildings insurance policy which... (3 pages)View decision -
Decision Reference DRN-5109425
27 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5109425 The complaint Mr O complained because HSBC UK Bank Plc refused to refund him for transactions he said he didn’t authorise. What happened Mr O said that on 22 June 2024, he met a former business colleague. He said the business relationship had ended two years earlier when th... (5 pages)View decision -
Decision Reference DRN-4834309
27 Nov 2024 QIC Europe Ltd UpheldInsuranceDRN-4834309 The complaint Mr and Mrs J complain QIC Europe Ltd unfairly declined their subsidence claim. QIC’s been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being QIC’s own. What happened In 2022 Mr and Mrs J noticed da... (7 pages)View decision -
Decision Reference DRN-5128575
27 Nov 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5128575 The complaint Mr A complains that American Express Services Europe Limited trading as American Express (Amex) closed his credit card without warning. What happened Mr A held a credit card with Amex but hadn’t used it for 12 months. Amex issued a credit card statement on 15 ... (3 pages)View decision -
Decision Reference DRN-5006638
27 Nov 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-5006638 The complaint Miss R has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In March 2023 Miss R entered into a two-year fixed sum loan agreem... (4 pages)View decision -
Decision Reference DRN-4995672
27 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4995672 The complaint Ms B complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) incorrectly recorded a claim on the Claims and Underwriting Exchange (CUE) database, relating to her home buildings insurance policy. What happened Ms B says she was arranging her current ins... (3 pages)View decision -
Decision Reference DRN-5174541
27 Nov 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5174541 The complaint Mr W has complained about the way Casualty & General Insurance Company (Europe) Ltd (‘CGIC’) dealt with a claim he made on the pet insurance policy he has for his dog, M. What happened Mr W’s policy with CGIC started in January 2022. In December 2023 he su... (6 pages)View decision -
Decision Reference DRN-5155859
27 Nov 2024 Al Rayan Bank PLC UpheldBanking and PaymentsDRN-5155859 The complaint Mr H is unhappy that Al Rayan Bank PLC didn’t apply profit to his account deposit. What happened Mr H opened a one-year fixed term deposit (“FTD”) with Al Rayan which paid an estimated 5.20% annual profit. In his application, Mr H stated that he intended to inv... (3 pages)View decision
