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-4305534
13 Sep 2023 QIC Europe Ltd UpheldInsuranceDRN-4305534 The complaint Miss C has complained about the service she received from QIC Europe Ltd (“QIC”) when she made a claim under her motor insurance policy. What happened The background to this complaint is well known to the parties so it serves no purpose for me to detail it here. I... (2 pages)View decision -
Decision Reference DRN-3652318
13 Sep 2023 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-3652318 The complaint Mr W complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2017. Inspirational Financial Management Ltd is responsible for answering this complaint and so to ... (14 pages)View decision -
Decision Reference DRN-4275897
13 Sep 2023 Ageas Insurance Limited UpheldInsuranceDRN-4275897 The complaint Mrs N complains about Ageas Insurance Limited’s handling of a claim on her home contents insurance policy. What happened The background of this complaint is well known to both parties. This background isn’t intended to set out every event in detail, but I’ll summa... (2 pages)View decision -
Decision Reference DRN-4175680
13 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4175680 The complaint B, a charity, complains that HSBC UK Bank Plc delayed a review of its account, allowed fraudulent transactions, and wrongly closed it. What happened B is a small charity which works on educational projects in Africa. It has been represented in bringing this compla... (2 pages)View decision -
Decision Reference DRN-4326627
13 Sep 2023 MotoNovo Finance Limited UpheldConsumer CreditDRN-4326627 The complaint Mr P complains about the quality of a car he acquired under a hire purchase agreement (“agreement”) with MotoNovo Finance Limited trading as MotoNovo Finance (“MotoNovo”). What happened In August 2022 Mr P entered into an agreement with MotoNovo for a used car cos... (4 pages)View decision -
Decision Reference DRN-4346347
13 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4346347 The complaint Mr and Mrs V complained about the way HSBC UK Bank plc handled their request for a chargeback refund for a transaction which they disputed. What happened On 28 February 2023, Mr and Mrs V went to a bathroom merchant to buy a replacement shower screen. They explain... (7 pages)View decision -
Decision Reference DRN-4131253
13 Sep 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4131253 The complaint Miss M complains about the way American Express Services Europe Limited (AESEL) handled her chargeback claim. What happened Miss M purchased an item online but when it was received it wasn’t as described. Miss M requested a refund from the retailer and asked to re... (3 pages)View decision -
Decision Reference DRN-4255487
13 Sep 2023 Covea Insurance plc UpheldInsuranceDRN-4255487 The complaint Mr S complains that Covea Insurance plc unfairly declined his claim on his home insurance policy. Mr S has been represented by a third party for some of this complaint. But for ease of reading, I’ve referred only to Mr S and references include the actions of his r... (3 pages)View decision -
Decision Reference DRN-4347629
13 Sep 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4347629 The complaint Mr R complains that a company which is now part of ReAssure Limited (ReAssure) sent him a pension payment in error in 2017. But then told him in 2020 that the money wasn’t his. ReAssure asked Mr R to repay the money in September 2020. But after his solicitor sent ... (8 pages)View decision -
Decision Reference DRN-4347932
13 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4347932 The complaint Mr G complains, as a director of F, a limited company, about the way that Barclays Bank UK PLC dealt with the refund of money owed to F on a dormant account. What happened In 2016, after Barclays stopped sending statements for the business account for F, Mr G cont... (3 pages)View decision
