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-4521197
12 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4521197 The complaint Mr P is unhappy that HSBC UK Bank Plc trading as first direct (First Direct) won’t refund the money he lost after falling victim to a vehicle purchase scam. Mr P has used a professional representative to bring this complaint to our service and they have made submi... (6 pages)View decision -
Decision Reference DRN-4455205
12 Jan 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4455205 The complaint Ms H is unhappy about the way Accredited Insurance (Europe) Limited (AIL) handled her accommodation request following a fire at her home. What happened Ms H had buildings and contents insurance underwritten by AIL. In summary, Ms H claimed under her policy after a... (3 pages)View decision -
Decision Reference DRN-4550083
12 Jan 2024 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-4550083 The complaint Ms M complains that an appointed representative of Lighthouse Advisory Services Limited (“Lighthouse”) provided her with inappropriate advice in 2008 about the transfer and consolidation of some pension savings. What happened Ms M was initially assisted in making ... (6 pages)View decision -
Decision Reference DRN-4399808
12 Jan 2024 JLT Consultants & Actuaries Limited UpheldPensions and AnnuitiesDRN-4399808 The complaint Mr C complains that JLT Consultants & Actuaries Limited (JLT) gave him unsuitable advice to transfer out of his Occupational Pension Scheme (OPS) and into a personal pension arrangement. He believes this has caused him a loss. What happened In July 2010 Mr C w... (7 pages)View decision -
Decision Reference DRN-4533323
12 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4533323 The complaint Mrs O complains about how Bank of Scotland plc trading as Halifax handled a claim she made to it. What happened The background facts of this case are well known to the parties so I will only summarise these here. Mrs O purchased a therapeutic product (‘the product... (4 pages)View decision -
Decision Reference DRN-4546812
12 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4546812 The complaint Mrs W complains that National Westminster Bank Plc (“NatWest”) refused to raise chargeback claims in respect of money held with two gambling merchants. She also complains that NatWest failed to offer her support as a vulnerable customer and sent her a letter about... (6 pages)View decision -
Decision Reference DRN-4470444
12 Jan 2024 Skyfire Insurance Company Limited UpheldInsuranceDRN-4470444 The complaint Mr C has complained that Skyfire Insurance Company Limited unreasonably increased his motor insurance premium, threatening to cancel his policy if he didn’t pay the increase, because it had difficulty in calculating his No Claims Discount (NCD). This caused Mr C t... (3 pages)View decision -
Decision Reference DRN-4484879
12 Jan 2024 POLICY EXCESS INSURE LTD UpheldInsuranceDRN-4484879 The complaint Mr W has complained about POLICY EXCESS INSURE LTD (PEX). He isn’t happy about the way it dealt with the cancellation of his motor insurance policy. What happened Mr W took out a motor insurance policy through PEX with two named drivers. But when the policy docume... (2 pages)View decision -
Decision Reference DRN-4490189
12 Jan 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4490189 The complaint M, a limited company, complains that the National Farmers' Union Mutual Insurance Society Limited (“NFU Mutual”) wrongly said counsel had advised that its claim didn’t have reasonable prospects of success and then wouldn’t provide details of the advice. Mr M,... (3 pages)View decision -
Decision Reference DRN-4556006
12 Jan 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4556006 The complaint Mr T has complained about his car insurer Haven Insurance Company Limited in respect of a settlement it made to him following an accident where his pick-up was found to be beyond economic repair (total loss). What happened Mr T had an accident in December 2022. In... (4 pages)View decision
