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 125363 results
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Decision Reference DRN-4779723
6 May 2024 Advance Mortgage Funding Ltd UpheldMortgagesDRN-4779723 The complaint Miss G’s complaint about Advance Mortgage Funding Ltd trading as PRIMIS Mortgage Network (AMFL) relates to the advice she received when taking out her first mortgage in 2021. What happened In September 2021 Miss G chose a mortgage broker RCP Ltd (the broker) who w... (4 pages)View decision -
Decision Reference DRN-4645609
6 May 2024 Foster Denovo Limited UpheldPensions and AnnuitiesDRN-4645609 The complaint Ms C’s complaint is about investment of her Suffolk Life (now Curtis Banks) Self-Invested Personal Pension (‘SIPP’). She says Foster Denovo Limited (‘FDL’) failed to carry out investment instructions she gave in May and June 2017; she was unaware of its failure un... (11 pages)View decision -
Decision Reference DRN-4739780
6 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4739780 The complaint Mr L has complained that AXA Insurance UK Plc (‘AXA’) declined his claim for damage to his rental property after initially advising him that a payment would be made under his home insurance policy. For the avoidance of doubt, the term ‘AXA’ includes AXA’s agents a... (5 pages)View decision -
Decision Reference DRN-4705855
6 May 2024 Ageas Insurance Limited UpheldInsuranceDRN-4705855 The complaint Mr B has complained that Ageas Insurance Limited (’Ageas’) unfairly declined a claim he made under his home insurance policy What happened The front door to Mr B’s home was damaged by the Police trying to gain entry. Mr B reported this to Ageas in October 2023, ho... (3 pages)View decision -
Decision Reference DRN-4708253
4 May 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4708253 The complaint Miss C complains about the way Advantage Insurance Company Limited (“Advantage”) handled a claim she made under her motor insurance policy. Any references to Advantage in this decision include its appointed agents. What happened Miss C had a car accident in April ... (3 pages)View decision -
Decision Reference DRN-4775989
3 May 2024 ONMO Limited UpheldBanking and PaymentsDRN-4775989 The complaint Mr D says ONMO Limited unfairly terminated his debit and credit card accounts and that its actions adversely affected his credit rating. What happened Within a week of him opening the accounts, ONMO notified Mr D by email that they’d been terminated in line with t... (2 pages)View decision -
Decision Reference DRN-4479051
3 May 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4479051 The complaint Mrs A complains that HSBC UK Bank Plc (HSBC) is refusing to refund her the amount she lost as the result of a scam. Mrs A is being represented by a third party. To keep things simple, I will refer to Mrs A throughout my decision. What happened The background of th... (3 pages)View decision -
Decision Reference DRN-4781242
3 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4781242 The complaint Mr B complains that Aviva Insurance Limited mishandled a claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a car, made by a premium-brand car maker and first registered in 2011. Mr B acquired the car in mid-Apr... (6 pages)View decision -
Decision Reference DRN-4618655
3 May 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4618655 The complaint Mrs K, a sole trader, complains about the handling of her business interruption insurance claim, made as a result of the COVID-19 pandemic, by Royal & Sun Alliance Insurance Limited. What happened The following is intended only as a brief summary. Additionally... (4 pages)View decision -
Decision Reference DRN-4669152
3 May 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4669152 The complaint Mr W, a sole trader, complains about the handling of his motor insurance claim by Accelerant Insurance Europe SA/NV UK Branch. What happened The following is intended only as a brief summary. Additionally, whilst other individuals have been involved in corresponde... (3 pages)View decision
