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 122183 results
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Decision Reference DRN-4569516
19 Jan 2024 Ageas Insurance Limited UpheldInsuranceDRN-4569516 The complaint Mr M complains about how Ageas Insurance Limited settled a claim he made on his motor insurance policy. What happened Mr M held a motor insurance policy with Ageas. When his vehicle was involved in an accident, he made a claim to Ageas for the damage. Ageas accept... (2 pages)View decision -
Decision Reference DRN-4128054
19 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4128054 The complaint Mr and Mrs P complain that HSBC UK Bank Plc have unfairly refused to refund over £80,000 they lost as part of an investment scam. Mr and Mrs P have a representative, but for the sake of readability, I will just refer to Mr and Mrs P. What happened The details of t... (3 pages)View decision -
Decision Reference DRN-4488403
19 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4488403 The complaint Mr A complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In late 2022, Mr A was looking to arrange a visa to allow him to remain in the country after he finished his academic degree. A friend of his introduc... (5 pages)View decision -
Decision Reference DRN-4412449
19 Jan 2024 Allied Irish Banks Plc UpheldBanking and PaymentsDRN-4412449 The complaint Mr S has complained that Allied Irish Banks Plc (“AIB”) has not honoured a liability he says arises out of a claim made under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened In November 2015, Mr S said he was called by someone who said they could... (8 pages)View decision -
Decision Reference DRN-4527120
19 Jan 2024 West Bay Insurance Plc UpheldInsuranceDRN-4527120 The complaint Mrs S complains about how West Bay Insurance Plc (“West Bay”) dealt with a claim for repairs she made on her car insurance policy. Any reference to West Bay includes its agents. What happened Mrs S has motor insurance with West Bay. After a day out ... (4 pages)View decision -
Decision Reference DRN-4556817
19 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4556817 The complaint Mrs G complains that the settlement payment provided by Admiral Insurance (Gibraltar) Limited (Admiral) is too low, following the theft of her car under her motor insurance policy. What happened Mrs G’s car was stolen in September 2022. She made a claim to Admiral... (4 pages)View decision -
Decision Reference DRN-4569925
19 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4569925 The complaint Mr R complains that British Gas Insurance Limited (British Gas) misdiagnosed his boiler as non-repairable, and this resulted in him purchasing a new boiler. He also complains that his policy was cancelled by British Gas, and they didn’t handle his complaint approp... (5 pages)View decision -
Decision Reference DRN-4191881
19 Jan 2024 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-4191881 The complaint Mr C has complained about the maturity value of his Scottish Friendly Assurance Society Limited (‘Scottish Friendly’) with-profits savings policy. He said he was told just before the policy was due to mature that it would provide £8,128 at maturity. However, when ... (3 pages)View decision -
Decision Reference DRN-4560536
19 Jan 2024 David Stock & Co Limited UpheldPensions and AnnuitiesDRN-4560536 The complaint Mr H complains about the advice given by David Stock & Co Limited (‘DS&C’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a personal pension. He says the advice was unsuita... (5 pages)View decision -
Decision Reference DRN-4569778
19 Jan 2024 Target Servicing Limited UpheldMortgagesDRN-4569778 The complaint Mr L and Miss L’s complaint is about a ‘Help-to-Buy’ loan they had, and which was administered by Target Servicing Limited. They are unhappy about how Target handled their account when they were trying to pay it off, which caused them stress and anxiety. In additi... (8 pages)View decision
