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
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Decision Reference DRN-4409974
19 Oct 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4409974 The complaint Miss M and Mr S complain that AXA Insurance UK Plc declined their claim on their home insurance policy What happened Miss M and Mr S had home insurance with AXA. In June 2022 they made a claim after noticing cracks appearing in their conservatory. AXA looked into ... (3 pages)View decision -
Decision Reference DRN-4410097
19 Oct 2023 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-4410097 The complaint Miss R complains that Lowell Portfolio I Ltd has declined to remove a default it’s reporting on her credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Miss R had a catalogue accou... (3 pages)View decision -
Decision Reference DRN-4011358
19 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4011358 The complaint Mr L complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In late 2012, Mr L says he was approached... (43 pages)View decision -
Decision Reference DRN-4393443
19 Oct 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4393443 The complaint Mr C complains that American Express Services Europe Limited was irresponsible to lend to him. What happened Mr C was approved for a credit card with American Express on 23 January 2022, initially with a £10,000 limit. The limit was increased to £11,800 on 30 June... (3 pages)View decision -
Decision Reference DRN-4369241
19 Oct 2023 Citibank UK Limited UpheldBanking and PaymentsDRN-4369241 The complaint Mr D complains that Citibank UK Limited (Citi) wouldn’t refund money he lost in an investment scam. What happened What Mr D says: Mr D had an account with Citi. His father was in a nursing home and he needed money to help pay for his medical fees. In May 2022, he ... (5 pages)View decision -
Decision Reference DRN-4190873
19 Oct 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4190873 The complaint Mr J’s representative complains on his behalf that Advantage Insurance Company Limited (Advantage) did not settle his claim on his motor insurance policy in a reasonable time. And that Advantage pursued Mr J for information despite being asked to correspond only w... (3 pages)View decision -
Decision Reference DRN-4396919
19 Oct 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4396919 The complaint Mrs C and Mr C are unhappy that Lloyds Bank Plc won’t refund money they’ve lost as a result of a scam. What happened Mr and Mrs C are represented in this complaint by a solicitor, for simplicity I will refer to Mr and Mrs C throughout this decision, even when refe... (4 pages)View decision -
Decision Reference DRN-4409942
19 Oct 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4409942 The complaint Mr M complains Royal and Sun Alliance trading as RSA (RSA) did not complete satisfactory repairs to his car after he made a claim on his motor insurance policy. He is also unhappy with the delays to his car being repaired by his chosen garage. There are several pa... (3 pages)View decision -
Decision Reference DRN-4145666
19 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4145666 The complaint Mrs O complains that HSBC UK Bank Plc, trading as First Direct, won’t refund the money she lost as a result of an investment scam. She’s being supported by a representative. To keep things simple, I’ll refer to Mrs O throughout this decision. What happened The bac... (3 pages)View decision -
Decision Reference DRN-4355407
19 Oct 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4355407 The complaint Mr J complains that American Express Services Europe Limited (AESEL) did not treat him fairly when he asked it to help him obtain refunds for goods he bought using his AESEL charge card. What happened While he was overseas Mr J bought branded items from two shops.... (3 pages)View decision
