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
-
Decision Reference DRN-4393821
8 Nov 2023 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4393821 The complaint Mr W has complained about the service he received from DAS Legal Expenses Insurance Company Limited, under his European breakdown cover, when his car broke down, whilst travelling in Europe. He’s complained about the handling of the breakdown plus the time it took... (3 pages)View decision -
Decision Reference DRN-4092654
8 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4092654 The complaint Mr R complains that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions) shouldn’t have accepted the transfer of his defined benefit (‘DB’) pension scheme into a self-invested personal pension (‘SIPP’). The parties involved Given there were sever... (42 pages)View decision -
Decision Reference DRN-4407193
8 Nov 2023 Admiral Insurance Company Limited UpheldInsuranceDRN-4407193 The complaint Mr H complained that Admiral Insurance Company Limited declined his motor insurance policy claim. What happened Mr H was unhappy when his car was stolen and Admiral declined his claim for its theft. Admiral said he’d misrepresented to them because he hadn’t told t... (6 pages)View decision -
Decision Reference DRN-4316857
8 Nov 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4316857 The complaint Mr S complains that Domestic & General Insurance Plc (D&G) has provided poor service when handling a claim he made for a faulty TV. What happened Mr S has several policies with D&G that provided repair or replacement services for various items he owns.... (4 pages)View decision -
Decision Reference DRN-4188856
8 Nov 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4188856 The complaint Mr W and Mrs W complain Clydesdale Bank PLC trading as Virgin Money (Virgin) failed to initiate the automatic sweep from their deposit account to their current account resulting in a direct debit being returned unpaid. What happened Mr W says on 23 March 2023 he r... (3 pages)View decision -
Decision Reference DRN-4378835
8 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4378835 The complaint C, a limited company, complains that HSBC UK Bank Plc has failed to return a sum of money which has not reached the recipient bank account. C wants HSBC to refund the money. C’s complaint is brought by Mr S, a director of C. What happened After C’s HSBC bank accou... (2 pages)View decision -
Decision Reference DRN-4120089
8 Nov 2023 more 2 life Ltd UpheldMortgagesDRN-4120089 The complaint Mr and Mrs S complain that more 2 life Ltd (“M2L”) didn’t give them the opportunity to port their equity release mortgage. Mr and Mrs S are represented by Mr T, their mortgage adviser. What happened In early March 2022 Mr and Mrs S phoned M2L to discuss the possib... (2 pages)View decision -
Decision Reference DRN-4374819
8 Nov 2023 QIC Europe Ltd UpheldInsuranceDRN-4374819 The complaint Mr K complains about how QIC Europe Ltd (QIC) dealt with a claim under his home insurance policy for damage from a burst pipe at his property. QIC use agents to administer the policy and to assess claims. Reference to QIC includes these agents. What happened In Fe... (4 pages)View decision -
Decision Reference DRN-4422233
8 Nov 2023 AWP P&C SA UpheldInsuranceDRN-4422233 The complaint Miss P and Mr S complain about the settlement they’ve been paid by AWP P&C SA for a claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties, so I’ve simply set out a summary of what I think are... (4 pages)View decision -
Decision Reference DRN-4439602
8 Nov 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4439602 The complaint X complains that PayPal (Europe) Sarl et Cie SCA has mishandled their Section 75 claim under the Consumer Credit Act 1974 following the return of a mobile phone to a merchant that they had purchased using PayPal. What happened In May 2022 X purchased a mobile phon... (5 pages)View decision
