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 128312 results
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Decision Reference DRN-4943610
1 Aug 2024 ManyPets Ltd UpheldInsuranceDRN-4943610The complaint Mrs C complains that ManyPets Ltd (ManyPets) failed to collect monthly instalments for her pet insurance policy, causing inconvenience, distress, and financial dif\<br />View decision
ficulty. What happened In September 2023 Mrs C received a renewal notice for her pet insurance... (3 pages) -
Decision Reference DRN-4924618
1 Aug 2024 Julius Baer International Limited UpheldInvestmentsDRN-4924618 The complaint Mrs M complains Julius Baer International Limited (JBI”) actioned a switch of funds in her offshore bond without her consent. She is also unhappy about the management of her investment portfolio, the ongoing communications that have been provided and problems i... (6 pages)View decision -
Decision Reference DRN-4540794
1 Aug 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4540794 The complaint Mr S has complained that HSBC UK Bank Plc (“HSBC”) will not refund the money he lost as the result of a scam. What happened Both parties are familiar with the details of the scam so I will provide only a summary here. Mr S was approached by company that I will ... (3 pages)View decision -
Decision Reference DRN-4344470
1 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4344470 The complaint Mr C complains Nationwide Building Society didn’t do enough to protect him when he fell victim to two separate but similar investment scams. What happened Mr C has a number of accounts with Nationwide and has been a customer of theirs for over 30 years. He open... (3 pages)View decision -
Decision Reference DRN-4916804
1 Aug 2024 Chetwood Financial Limited UpheldConsumer CreditDRN-4916804 The complaint Miss T complains that Chetwood Financial Limited trading as LiveLend was irresponsible in its lending to her. What happened Miss T was provided with a £10,000 loan by LiveLend in December 2021. She said that the lending shouldn’t have been provided as she had m... (3 pages)View decision -
Decision Reference DRN-4943400
1 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4943400 The complaint Mr A is unhappy that Nationwide Building Society incorrectly told him that a CIFAS fraud marker they’d reported against him would expire in March 2024, rather than in July 2025 as is correct. What happened Nationwide registered a CIFAS marker against Mr A in Ju... (2 pages)View decision -
Decision Reference DRN-4909271
1 Aug 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4909271 The complaint Mr B complains that Accredited Insurance (Europe) Ltd (Accredited) paid for damage repairs he didn’t cause, following an accident he was involved in, under his motor insurance policy. What happened In October 2022 Mr B’s wing mirror clipped a parked car. He st... (4 pages)View decision -
Decision Reference DRN-4900430
1 Aug 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4900430 The complaint Mr B complains that Domestic & General Insurance Plc haven’t refunded his excess payment to him as requested. What happened Mr B held a policy with D&G on which he made a claim and he paid an excess payment of £75 on 27 January 2022. The claim under t... (2 pages)View decision -
Decision Reference DRN-4943246
1 Aug 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4943246 The complaint Mr E and Ms H complain about a poor standard of service and delays caused by Admiral Insurance (Gibraltar) Limited (Admiral) following an escape of water claim, under their home buildings insurance policy. I’ll refer to Ms H in my decision for ease. What happ... (4 pages)View decision -
Decision Reference DRN-4942346
1 Aug 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4942346 The complaint Mr M complains that Advantage Insurance Company Limited unfairly declined a claim for storm damage under his home insurance. Mr M’s policy was sold and is administered by a third party company on Advantage’s behalf and all his correspondence has been with this ... (5 pages)View decision