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 121262 results
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Decision Reference DRN-3758234
10 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3758234 The complaint Mr P complains that Options UK Personal Pensions LLP (‘Options’) shouldn’t have accepted his application to transfer his defined benefit pension into a self-invested personal pension (‘SIPP’) and invest his funds in a Friends Provident International (‘FPI’) bond. ... (36 pages)View decision -
Decision Reference DRN-4328650
10 Nov 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4328650 The complaint Mr U complains that Lloyds Bank Plc unfairly blocked payments from his account, when he had enough in his account to cover it. He’d like further compensation and for the business to improve their communications. What happened The facts of this case are well known ... (2 pages)View decision -
Decision Reference DRN-4434364
10 Nov 2023 HDI Global Specialty SE UpheldInsuranceDRN-4434364 The complaint Mr G and Mrs J have complained about HDI Global Speciality SE, the insurer for their let property, regarding a subsidence claim. What happened Cracks were noted in the let property in 2020 and a claim was made to HDI in late summer. Loss adjusters were appointed a... (3 pages)View decision -
Decision Reference DRN-4205897
10 Nov 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4205897 The complaint Mr and Mrs D complain that Accredited Insurance (Europe) Ltd [“Accredited”] has unfairly declined a claim they’ve made on their buildings insurance policy following damage to their garage. What happened Mr D has led the complaint with this Service so I’ve referred... (3 pages)View decision -
Decision Reference DRN-4388435
10 Nov 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4388435 The complaint Mrs P complains about Hastings Insurance Services Limited’s handling of a change to her car insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mrs P has car insurance administe... (4 pages)View decision -
Decision Reference DRN-4395592
10 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4395592 The complaint Mr A complains AXA Insurance UK Plc unfairly avoided his car insurance policy and declined his claim. What happened Mr A’s car was damaged by a third party, so he claimed on his policy with AXA. When his car was inspected it was discovered it had a clear paint pro... (4 pages)View decision -
Decision Reference DRN-4383428
10 Nov 2023 QIC Europe Ltd UpheldInsuranceDRN-4383428 The complaint Mrs A complains about QIC Europe Ltd’s handling of her home insurance claim. QIC is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As QIC has accepted it is accountable for the actions of the agents, in ... (5 pages)View decision -
Decision Reference DRN-4400244
10 Nov 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-4400244 The complaint Mr B has complained that Shawbrook Bank Limited rejected his claim against it under sections 75 and 140 of the Consumer Credit Act 1974 (“the Act”). What happened Mr B bought a solar panel system (“the system”) for his home from a supplier in 2013. The purchase wa... (3 pages)View decision -
Decision Reference DRN-4421924
10 Nov 2023 Barclays Bank UK PLC UpheldInsuranceDRN-4421924 The complaint Mr H has complained that Barclays Bank UK PLC (trading as Barclaycard) couldn’t find any record of his credit card payment protection insurance (PPI) policy, which resulted in delay when he tried to make a claim in November 2022 for a period of unemployment that b... (3 pages)View decision -
Decision Reference DRN-4128712
10 Nov 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-4128712 The complaint Mr R complains about the advice given by NTM Financial Services Ltd (‘NTM’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension arrangement. He says the advice was unsuitable for hi... (8 pages)View decision
