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 125400 results
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Decision Reference DRN-4592782
31 Jan 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4592782 The complaint Mr S is unhappy Fairmead Insurance Limited (Fairmead) declined a theft claim made under his home insurance policy. What happened Mr S has a home insurance policy underwritten by Fairmead which covers his buildings and contents. Due to the value of two watches, he ... (6 pages)View decision -
Decision Reference DRN-4586970
31 Jan 2024 Hyundai Capital UK Limited UpheldConsumer CreditDRN-4586970 The complaint Mrs M complains that Hyundai Capital UK Limited applied additional charges after she had confirmed what the cost of settling her agreement early would be. Mrs M is represented by another party but for ease of reference I have referred to Mrs M throughout this deci... (4 pages)View decision -
Decision Reference DRN-4551415
31 Jan 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4551415 The complaint Mr L’s complaint is about the refusal of a claim under the ‘Family Legal Protection’ section of his home insurance policy with Liverpool Victoria Insurance Company Limited. Liverpool Victoria is the underwriters of this policy, i.e. the insurer. Part of this compl... (4 pages)View decision -
Decision Reference DRN-4482977
31 Jan 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4482977 The complaint S complains about the charges Mercedes-Benz Financial Services UK Limited (“MBFS”) applied when it returned a van at the end of a hire agreement. S is represented in its complaint. For ease of reading, any reference to S refers to the testimony of both S and its r... (5 pages)View decision -
Decision Reference DRN-4574662
31 Jan 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4574662 The complaint Miss F complains Advantage Insurance Company Limited (Advantage) unfairly decided it was going to cancel her telematics motor insurance policy. Advantage are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the inter... (3 pages)View decision -
Decision Reference DRN-4580691
31 Jan 2024 AWP P&C S.A. UpheldInsuranceDRN-4580691 The complaint Mr and Mrs A complain about how AWP P&C SA dealt with a claim against their travel insurance policy. Reference to AWP includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In... (3 pages)View decision -
Decision Reference DRN-4420392
31 Jan 2024 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4420392 The complaint Miss F has complained about Fortegra Europe Insurance Company Ltd’s decision to turn down her claims under her SMART Protection Insurance Policy. Fortegra is the underwriter (insurer) of this policy. Much of this complaint concerns the actions of its appointed age... (4 pages)View decision -
Decision Reference DRN-4591472
31 Jan 2024 Vitality Health Limited UpheldInsuranceDRN-4591472 The complaint Mr G complains that Vitality Health Limited declined his claim against his personal healthcare plan and subsequently cancelled his plan from the outset. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here i... (5 pages)View decision -
Decision Reference DRN-4276474
31 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4276474 The complaint Mr S complains that HSBC UK Bank Plc is refusing to refund him the amount he lost as the result of a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background of this complain... (4 pages)View decision -
Decision Reference DRN-4592303
31 Jan 2024 Nottingham Building Society UpheldBanking and PaymentsDRN-4592303 The complaint Miss P complains that Nottingham Building Society (NBS) allowed her estranged husband to withdraw all of the money from their joint account. What happened Miss P says she and her husband were going through a divorce. They held a joint savings account with NBS whic... (2 pages)View decision
