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 125363 results
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Decision Reference DRN-4605930
7 Feb 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4605930 The complaint Mr A complains that American Express Services Europe Limited (AESEL) reduced his credit limit from £6000 to £900. He’s unhappy that when he asked to appeal the credit limit reduction, he wasn’t told that there was a fourteen day time limit for providing his docume... (2 pages)View decision -
Decision Reference DRN-4452939
7 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4452939 The complaint Mr M has complained about delays he experienced when attempting to transfer cash ISAs from another provider to Barclays Bank UK PLC. What happened In January 2023 Mr M elected to move cash ISAs that he held with three other providers, and he says were earning very... (3 pages)View decision -
Decision Reference DRN-4606349
7 Feb 2024 Bank of Scotland Plc UpheldMortgagesDRN-4606349 The complaint Mr and Mrs H complain that Bank of Scotland plc, trading as Birmingham Midshires Mortgages (BM), gave them wrong information about porting the interest rate product on their buy-to-let mortgage to a new property, and they have lost out as a result. What happened M... (4 pages)View decision -
Decision Reference DRN-4591405
7 Feb 2024 AWP P&C S.A. UpheldInsuranceDRN-4591405 The complaint Mr and Mrs B are unhappy with the way AWP P&C SA has handled a claim made on their travel insurance policy. What happened Mr and Mrs B made a travel insurance claim in March 2022 in respect of a cancelled trip abroad. Mrs B contracted Covid-19 and they were un... (2 pages)View decision -
Decision Reference DRN-4594391
7 Feb 2024 Phoenix Life Limited UpheldInsuranceDRN-4594391 The complaint Mr H complains that Phoenix Life Limited hasn’t fairly compensated him for the delays and poor service he experienced when he tried to get more information from them about how they’d calculated the sum assured following a claim on a life assurance policy. What hap... (4 pages)View decision -
Decision Reference DRN-4546666
7 Feb 2024 HDI Global Specialty SE UpheldInsuranceDRN-4546666 The complaint Mr and Mrs P complain about HDI Global Specialty SE’s handling of claims they made under their buildings insurance policy. Mr and Mrs P are joint policyholders. As most of the communication relating to the complaint has been from Mr P, I’ll refer mainly to him in ... (3 pages)View decision -
Decision Reference DRN-4587101
7 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4587101 The complaint Mr I complains Admiral Insurance (Gibraltar) Limited unfairly avoided his home insurance policy and declined a claim for a stolen watch. What happened The Investigator set out his understanding of the complaint and his recommendation that it should be upheld as fo... (3 pages)View decision -
Decision Reference DRN-4547807
7 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4547807 The complaint Mr F complains that HSBC UK Bank Plc (HSBC) won’t refund money he lost in an investment scam. What happened What Mr F says: Mr F was looking to make investments and in February 2017, he found out about an investment company (which I will call ‘A’) through Facebook... (6 pages)View decision -
Decision Reference DRN-4551887
7 Feb 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4551887 The complaint Mrs C complains about how Haven Insurance Company Limited handled a claim made on her motor insurance policy. Mrs C also complains about the service received and time taken by Haven - she’s still without her car nearly two years after the accident which led to her... (3 pages)View decision -
Decision Reference DRN-4586476
7 Feb 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4586476 The complaint Mrs S complains about DG General Insurance Limited (DG), regarding a claim under her mobile phone insurance policy for damage to her phone. DG uses agents to administer and provide services under the policy, as well as to deal with claims and complaints. Reference... (3 pages)View decision
