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 128312 results
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Decision Reference DRN-5273824
22 Jan 2025 Zurich Assurance Ltd UpheldInsuranceDRN-5273824 The complaint Mr K has complained that Zurich Assurance Ltd has declined a claim made under his group income protection policy. What happened The background to this complaint isn’t in dispute. In summary Mr K became absent from work on 5 January 2023. His employer’s policy p... (3 pages)View decision -
Decision Reference DRN-5280749
22 Jan 2025 Quilter Life & Pensions Limited UpheldInvestmentsDRN-5280749 The complaint The DI discounted gift trust complained about Quilter Life & Pensions Limited. Mrs I who arranged to set up the trust with Quilter said it took too long to do so. She said it took almost 12 months to set the trust up and she had lost out as a result. She sa... (6 pages)View decision -
Decision Reference DRN-5015212
22 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5015212 The complaint Mr C has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In December 2022 Mr C entered into a two-year fixed sum loan agreemen... (5 pages)View decision -
Decision Reference DRN-5198855
22 Jan 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5198855 The complaint Mr C complains that Wise Payments Limited did not complete a payment and that it then deactivated his account. What happened Mr C lives in the UK but is a national of a country which is subject to international sanctions. Wise is an international money platform... (2 pages)View decision -
Decision Reference DRN-5226159
22 Jan 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5226159 The complaint Mr H complains that Marshmallow Insurance Limited mishandled his claim on a van insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a van, first registered in 2018. In about March 2022, Mr H acquired the van. F... (4 pages)View decision -
Decision Reference DRN-5236213
22 Jan 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5236213 The complaint Mr L and Miss L are unhappy with the service received from AXA PPP Healthcare Limited after a claim was made for Miss L under their private medical insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so ... (2 pages)View decision -
Decision Reference DRN-5216174
22 Jan 2025 Sainsbury's Bank Plc UpheldConsumer CreditDRN-5216174 The complaint Mr A complains about contact he’s received from Sainsbury’s Bank Plc in relation to a loan that was closed part of a Debt Relief Order (DRO). What happened Mr A’s explained that during the pandemic he experienced financial difficulties and ultimately entered i... (3 pages)View decision -
Decision Reference DRN-5275033
22 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5275033 The complaint Mr P complains that Revolut Ltd (‘Revolut’) won’t refund the money that was lost to a scam. He also complains about the service received once the matter was reported. He is joined in this complaint by his partner (‘Miss T’). As I’ll set out, Miss T was involved... (10 pages)View decision -
Decision Reference DRN-5167325
22 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5167325 The complaint Mr L complains that HSBC UK Bank Plc trading as first direct won’t refund money he lost when he fell victim to a scam. Mr L is being represented by a claims management company in this complaint. What happened In January 2021, Mr L invested in a company – Buy2... (8 pages)View decision -
Decision Reference DRN-5278510
22 Jan 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5278510 The complaint Miss G complains that Marshmallow Insurance Limited unfairly cancelled her policy and repudiated her claim. She would like Marshmallow to remove the cancellation marker from her name and cover the costs of the claim which she needed to settle herself. What happ... (4 pages)View decision