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 125400 results
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Decision Reference DRN-5006405
4 Oct 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5006405 The complaint Miss H complains that Casualty & General Insurance Company (Europe) Ltd deducted two excess payments when she made a claim on her pet insurance policy. What happened In January 2024, Miss H took her dog to the vet when it was unwell. The dog was diagnosed w... (2 pages)View decision -
Decision Reference DRN-5059940
4 Oct 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5059940 The complaint Miss J and Mr J complaint about Accredited Insurance (Europe) Ltd (“Accredited”) for declining their claim for storm damage to their home, along with failings in customer service. They want Accredited to settle the claim in line with the policy terms. What hap... (3 pages)View decision -
Decision Reference DRN-5050558
4 Oct 2024 Paragon Bank Plc UpheldBanking and PaymentsDRN-5050558 The complaint Mrs M complains that funds she had intended for her 2022/2023 ISA subscription allowance were instead applied to her 2023/2024 allowance by Paragon Bank Plc. What happened Mrs M has said that on 3 April 2023, shortly before the end of the 2022/2023 tax year, sh... (5 pages)View decision -
Decision Reference DRN-5056399
4 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5056399 The complaint Mr K complains about the service he received from Bank of Scotland plc trading as Halifax (“Halifax”) regarding the closure of his accounts with it. In particular, he is unhappy Halifax closed his current account without any notice resulting in him being unable... (7 pages)View decision -
Decision Reference DRN-4774654
4 Oct 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4774654 The complaint Mr R and Mrs R complain about Royal & Sun Alliance Insurance Limited (“RSA”) and the decision to replace their roof with different trusses to the ones in place before a fire damaged their property. Mr R and Mrs R also complain about the service and misinfor... (5 pages)View decision -
Decision Reference DRN-5062113
4 Oct 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5062113 The complaint The trustees of the estate of Mr P have complained about the investment communication, advice and service they received from St James’s Place Wealth Management Plc (‘SJP’) when they tried to remove the estate’s funds and allocate to the beneficiaries. Their ad... (12 pages)View decision -
Decision Reference DRN-5062337
4 Oct 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-5062337 The complaint Mr and Mrs S of the S Trust complain about the way that Legal and General Assurance Society Limited (L&G) has handled a critical illness claim Mrs S made on a life insurance policy. What happened The background to this complaint is well-known to both partie... (3 pages)View decision -
Decision Reference DRN-4632309
4 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4632309 The complaint Mr and Mrs P complain that HSBC UK Bank Plc (HSBC) is refusing to refund them the amount they lost as the result of a scam. Mr and Mrs P are being represented by a third party. To keep things simple, I will refer to Mr and Mrs P throughout my decision. What hap... (4 pages)View decision -
Decision Reference DRN-4992628
4 Oct 2024 Nvayo Limited UpheldBanking and PaymentsDRN-4992628 The complaint Mr M complains Nvayo Limited (“Nvayo”) trading as Club Swan hasn’t returned money he deposited into his account. Mr M wants his money released. What happened Mr M has a Club Swan account. Between July and August 2023, he tried to make a withdrawal from his acc... (4 pages)View decision -
Decision Reference DRN-5041598
4 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5041598 The complaint Mrs K complains about the service she received from esure Insurance Limited (esure) after she made a claim under her car insurance policy. esure is the underwriter (insurer) of this policy. Some of this complaint concerns the actions of its appointed agents. A... (2 pages)View decision
