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 121115 results
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Decision Reference DRN-4586886
29 Jan 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4586886 The complaint Mr B complains about the due diligence London & Colonial Services Limited (‘L&C’) undertook before accepting Mr B’s application. Mr B complains that in 2012 L&C accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to invest ... (52 pages)View decision -
Decision Reference DRN-4498374
29 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4498374 The complaint Mr M complains that after he made a claim on his motor insurance policy, esure Insurance Limited failed to communicate with him about the repairs to his car over many months. What happened Mr M’s car was damaged in a non-fault accident in November 2022. It went to... (3 pages)View decision -
Decision Reference DRN-4402954
29 Jan 2024 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4402954 The complaint Mrs M complained about service from The Royal London Mutual Insurance Society Limited (The Royal). What happened Mrs M said she approached The Royal for further information to help make a decision about her pension options. Her questions were not answered fully wh... (3 pages)View decision -
Decision Reference DRN-4527328
29 Jan 2024 West Bay Insurance Plc UpheldInsuranceDRN-4527328 The complaint Mr L is unhappy with the service provided by West Bay Insurance Plc (West Bay) following a claim he made on his motorbike insurance policy. What happened Mr L purchased a new motorbike in February 2022 for £2,300. Mr L took out a motorbike insurance policy with We... (3 pages)View decision -
Decision Reference DRN-4542033
29 Jan 2024 Euroins AD UpheldInsuranceDRN-4542033 The complaint Mr and Mrs G complaint that there had been further delays by Euroins AD in settling a claim they made on their travel insurance policy. What happened Mr G became unwell whilst on holiday abroad in June 2022. They complained about the assistance they received and E... (2 pages)View decision -
Decision Reference DRN-4551985
29 Jan 2024 Citibank UK Limited UpheldBanking and PaymentsDRN-4551985 The complaint Mr F complaint relates to Citibank UK Limited’s decision to close his US dollar account and its level of customer service in assisting him in transferring the balance from the account. What happened Citibank wrote to Mr F in May 2023 to tell him that following a r... (3 pages)View decision -
Decision Reference DRN-4433246
29 Jan 2024 Quidie Limited UpheldConsumer CreditDRN-4433246 The complaint Mr H complains that Quidie Limited irresponsibly lent to him. What happened Quidie lent Mr H one loan in December 2021, the loan was for £250 repayable in four instalments. The highest repayment was around £99. The account is in arrears as Mr H has been unable to ... (2 pages)View decision -
Decision Reference DRN-4586326
29 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4586326 The complaint Mrs N is unhappy that HSBC UK Bank Plc (“HSBC”) won’t refund the money she lost to what she believed to be a scam. Mrs N in bringing her complaint to our service is being represented. For ease of reading, I will refer to Mrs N throughout my decision. What happened... (5 pages)View decision -
Decision Reference DRN-4553502
29 Jan 2024 AWP P&C SA UpheldInsuranceDRN-4553502 The complaint Mr and Ms W are unhappy because they don’t think AWP P&C SA fairly settled a claim they made on their travel insurance policy. What happened Mr and Ms W were on holiday when Ms W’s purse was stolen. She claimed for cash, a gift card and two rings which she’d p... (3 pages)View decision -
Decision Reference DRN-4584378
29 Jan 2024 Aviva Insurance Limited UpheldInsuranceDRN-4584378 The complaint Mr M complains about the way Aviva Insurance Limited has dealt with a claim on his legal expenses insurance policy. Except where otherwise stated, any references I make to Aviva Insurance Limited includes its agents and claims handlers acting on its behalf. What h... (3 pages)View decision
