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-4345343
21 Sep 2023 Berkshire Hathaway International Insurance Ltd UpheldInsuranceDRN-4345343 The complaint Miss B complains about a declined insurance claim after she made a claim on her motor insurance policy with Berkshire Hathaway International Insurance Ltd (‘Berkshire’). What happened The background to this complaint is well known to both Miss B and Berkshire. In ... (4 pages)View decision -
Decision Reference DRN-4250411
21 Sep 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4250411 The complaint Mrs B complains about how AA Underwriting Insurance Company Limited (AAUICL) dealt with a claim on her after the event insurance policy following a non-fault accident in her car. What happened Mrs B was involved in an accident in her car. Instead of claiming on he... (2 pages)View decision -
Decision Reference DRN-4212672
21 Sep 2023 ReAssure Life Limited UpheldPensions and AnnuitiesDRN-4212672 The complaint Mr T complains that ReAssure Life Limited (ReAssure) caused him delays in processing then refunding a pension contribution and transferring his personal pension to a new provider. As a result his money was out of the market for longer than necessary, causing him t... (7 pages)View decision -
Decision Reference DRN-4110399
21 Sep 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4110399 The complaint Ms C is unhappy Revolut Ltd won’t reimburse her for the money she lost when she fell victim to a scam. What happened Ms C fell victim to a safe account scam. After her details were compromised via a phishing text, Ms C was contacted by individuals claiming to be f... (4 pages)View decision -
Decision Reference DRN-4288433
21 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4288433 The complaint Mr D complains that HSBC UK Bank Plc hasn’t dealt with his chargeback claim correctly. What happened On 14 January Mr D made a payment of £18,550 to B, a retailer, using his HSBC debit card. He says B told him it didn’t have the goods in stock and gave a delivery ... (2 pages)View decision -
Decision Reference DRN-4361723
21 Sep 2023 Studio Retail Limited UpheldConsumer CreditDRN-4361723 The complaint Ms W, who is represented by a third party, says Studio Retail Limited (“Studio Retail”) irresponsibly lent to her. She has requested that the interest and late payment charges she paid on her account be refunded. What happened This complaint is about a shopping ac... (3 pages)View decision -
Decision Reference DRN-4281021
21 Sep 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4281021 The complaint Mr B, in his capacity as the director of a limited company R, complains that Advanced Payment Solutions Limited trading as Cashplus Bank (“Cashplus”) won’t refund a transaction he didn’t authorise. What happened The full details of this complaint are well known to... (3 pages)View decision -
Decision Reference DRN-4250421
21 Sep 2023 Accelerant Insurance Limited UpheldInsuranceDRN-4250421 The complaint Mr A complains that Accelerant Insurance Limited unfairly avoided his commercial vehicle insurance policy and declined his claim. What happened Mr A had an insurance policy with Accelerant which covered his van for courier work. Mr A’s van was damaged while on the... (4 pages)View decision -
Decision Reference DRN-4359250
21 Sep 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4359250 The complaint Ms M is unhappy with the compensation Santander UK Plc (“Santander”) has offered her for several banking errors that she feels have had an accumulative effect and impact on her life and wellbeing. What happened The circumstances that led to this complaint are well... (3 pages)View decision -
Decision Reference DRN-4360522
21 Sep 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4360522 The complaint Miss L has complained about the service she received from Inter Partner Assistance SA (IPA) when making a claim under her travel insurance policy. What happened The facts are well known to the parties and not in dispute. In summary Miss L took ill whilst abroad an... (2 pages)View decision
