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 130193 results
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Decision Reference DRN-4906235
20 Sep 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4906235 The complaint Mr J complains that Assurant General Insurance Limited unfairly refused to repair his phone under warranty, instead advising that he must make a claim under his mobile phone insurance policy and pay the excess. Where I refer to Assurant, this includes the acti... (3 pages)View decision -
Decision Reference DRN-5033363
20 Sep 2024 Phoenix Wealth Services Limited UpheldPensions and AnnuitiesDRN-5033363 The complaint Mr D says Phoenix Wealth Services Limited (Phoenix) is responsible for delays when he decided to switch his pension to another provider. He says this has caused him financial detriment, trouble and upset. What happened Mr D had a Retirement Account with Phoeni... (6 pages)View decision -
Decision Reference DRN-5034836
20 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5034836 The complaint Ms S and Mr V have complained about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim under a home emergency policy. As Mr V mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to him. What happened ... (4 pages)View decision -
Decision Reference DRN-5028189
20 Sep 2024 Dignity Funerals Limited UpheldFuneral Planning ServicesDRN-5028189 The complaint Mrs C’s complained – on behalf of her late father, Mr C’s, estate – that Dignity Funerals Limited didn’t deliver Mr C’s pre-paid funeral plan in accordance with his wishes. What happened Mr C bought a pre-paid funeral plan from Dignity in 2016. He paid the full... (2 pages)View decision -
Decision Reference DRN-5024547
20 Sep 2024 QIC Europe Ltd UpheldInsuranceDRN-5024547 The complaint Ms M complains QIC Europe Ltd [“QIC”] has unfairly settled a claim she’s made on her equine insurance policy for some treatment for her horse’s laminitis. What happened QIC is the underwriter of this policy and so it’s responsible for this complaint about the w... (3 pages)View decision -
Decision Reference DRN-5027068
20 Sep 2024 TSB Bank plc UpheldBanking and PaymentsDRN-5027068 The complaint Mr W complains that TSB Bank plc failed to provide him with appropriate passcodes so that he could do his banking from abroad. What happened In October 2023 Mr W travelled abroad to be with his daughter. He has since made this a permanent arrangement. Before he... (4 pages)View decision -
Decision Reference DRN-4929026
20 Sep 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4929026 The complaint Mr and Mrs P complain about how Inter Partner Assistance SA (“IPA”) handled a claim they made on their home emergency insurance policy. IPA are the underwriters of this policy, i.e. the insurer. Part of this complaint concerns the actions of t... (4 pages)View decision -
Decision Reference DRN-5033943
20 Sep 2024 TCOT Financial Services Limited UpheldMortgagesDRN-5033943 The complaint Ms H complains that TCOT Financial Services Limited trading as Circle Trust recommended a two-year fixed rate when a five-year fixed rate was more suitable for her. What happened In April 2021, Circle Trust recommended that Ms H should take a mortgage with an i... (7 pages)View decision -
Decision Reference DRN-4962082
20 Sep 2024 Rock Insurance Services Limited UpheldInsuranceDRN-4962082 The complaint Miss H has complained that Rock Insurance Services Limited wrongly advised that her annual travel insurance policy would automatically renew. What happened Miss H’s annual policy was due to expire and so she rang Rock on 14 March 2024 to renew it. She was told... (2 pages)View decision -
Decision Reference DRN-5030904
20 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5030904 The complaint Ms S complains that HSBC UK Bank Plc (‘HSBC’) declined her application for a current account without providing a good enough reason. She’s also unhappy with the way HSBC dealt with her complaint about what’s happened. What happened Ms S applied for an Advance ... (4 pages)View decision