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 365360 results
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Decision Reference DRN-5236345
15 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5236345 The complaint Mr M complains about the information provided by an esure Insurance Limited (esure) representative about his no claims discount. What happened Mr M renewed his car insurance policy with esure in December 2022. The car insurance schedule confirmed Mr M had ‘Not... (3 pages)View decision -
Decision Reference DRN-5195711
15 Jan 2025 Starr International (Europe) Limited Not upheldInsuranceDRN-5195711 The complaint Mr K complains that Starr International (Europe) Limited (“Starr”) unfairly declined his claim on a mobile phone insurance policy. What happened Mr K had a phone insured on a policy branded with the names of his service provider and an administrator. Starr was... (3 pages)View decision -
Decision Reference DRN-5251321
15 Jan 2025 Domestic & Gemeral Insurance Plc UpheldInsuranceThe complaint Mr H has complained about Domestic & General Insurance Plc (D&G). He isn’t happy about the way it dealt with a claim under his household appliance insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as foll... (3 pages)View decision -
Decision Reference DRN-5262394
15 Jan 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5262394 The complaint P, a limited company complains that The Co-operative Payments Bank Plc (Co-operative) closed its accounts and didn’t return money paid into the account back to it, so it has lost out financially. P’s complaint has been brought to our service by its director, M... (7 pages)View decision -
Decision Reference DRN-4829783
15 Jan 2025 Quilter Financial Planning Solutions Limited UpheldInvestmentsDRN-4829783 The complaint Mr F and Miss P, as executors, complain on behalf of the estate of Mr I about the advice he received from Digby Associates an appointed representative of Quilter Financial Planning Solutions Limited (referred to as “Quilter”). In summary they say Mr I was advi... (8 pages)View decision -
Decision Reference DRN-4840460
15 Jan 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4840460 The complaint Mr N is unhappy with information recorded by Liverpool Victoria Insurance Company Limited (LV) in relation to a claim made under his buildings insurance policy. Any references to LV also includes their agents. What happened Mr N says in June 2022 contractors ... (3 pages)View decision -
Decision Reference DRN-5151042
15 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5151042 The complaint Mrs R complains HSBC UK Bank plc (HSBC) failed to carry out the correct transfer instructions for her ISA to a new provider. What happened Mrs R says she experienced several issues with HSBC dealing with a request from her new provider to transfer her Individua... (3 pages)View decision -
Decision Reference DRN-5116639
15 Jan 2025 The Co-operative Bank Plc UpheldMortgagesDRN-5116639 The complaint The estate of Mr H complains about how The Co-operative Bank Plc trading as Platform (Platform) has administered the late Mr H’s interest only mortgage. Specifically, it complains that: Platform has failed to adjust the mortgage balance in accordance with a p... (6 pages)View decision -
Decision Reference DRN-4946496
15 Jan 2025 Hargreaves Lansdown Advisory Services Limited Not upheldInvestmentsDRN-4946496 The complaint Mr R complains that Hargreaves Lansdown Advisory Services Limited (‘HLAS’): Were negligent in allowing the inclusion of the Woodford Equity Income Fund (WEIF) within his investment portfolios. He states that its inclusion within his portfolio resulted in “mas... (9 pages)View decision -
Decision Reference DRN-5136506
15 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5136506 The complaint Mr H is unhappy with the service Aviva Insurance Limited provided when considering a claim he made on his legal expenses insurance. What happened Mr H has an employment dispute for which funding is being provided on a legal expenses policy he holds with Aviva. ... (2 pages)View decision
