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 121876 results
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Decision Reference DRN-4230661
25 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4230661 The complaint Mr and Mrs C complain about how Aviva Insurance Limited (“Aviva”) dealt with a claim they made on their home emergency insurance policy after their boiler stopped working. Any reference to Aviva includes its agents. What happened Mr and Mrs C have a home em... (4 pages)View decision -
Decision Reference DRN-4077952
25 Jul 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4077952 The complaint Mr Y complains about the delays that Advantage Insurance Company Limited caused in making repairs to his car following a claim made on his motor insurance policy. He wants his car repaired. What happened Mr Y was involved in an incident, and he made a claim on his... (2 pages)View decision -
Decision Reference DRN-4250582
25 Jul 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4250582 The complaint Mr E is unhappy that AXA Insurance UK Plc took too long to deal with the claim for damage to his vehicle and that they settled a third party claim against him as a fault claim without carrying out a proper investigation. What happened The details of this complaint... (2 pages)View decision -
Decision Reference DRN-4257716
25 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4257716 The complaint Mr S complains that HSBC UK Bank Plc blocked and later closed his accounts including his personal loan account. He had to repay his loan. He would like compensation for the inconvenience and misinformation. What happened Mr S had a current account, a saving accoun... (3 pages)View decision -
Decision Reference DRN-4195324
25 Jul 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4195324 The complaint Miss V has complained that Accredited Insurance (Europe) Ltd (‘Accredited’) avoided her home insurance policy (treated it like it never existed) and refused to pay a claim. What happened Miss V took out a home insurance policy with Accredited through a broker. Mis... (4 pages)View decision -
Decision Reference DRN-4239777
25 Jul 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4239777 The complaint Mr L complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (42 pages)View decision -
Decision Reference DRN-4258325
25 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4258325 The complaint Ms I complains that Santander UK Plc (Santander) won’t refund the money she lost when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here. Instead, I’ll summarise the key poin... (4 pages)View decision -
Decision Reference DRN-4261918
25 Jul 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4261918 The complaint Mr J complains that when he made an overpayment to his mortgage with Barclays Bank UK PLC, he was charged an Early Repayment Charge (“ERC”) which he wasn’t expecting. Mr J wanted Barclays to pay this back. What happened Mr J told us that he made an overpayment on ... (4 pages)View decision -
Decision Reference DRN-4240305
25 Jul 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4240305 The complaint Miss R complains about the way Advantage Insurance Company Limited, trading as Hastings, handled her motor insurance claim and the poor service she received. What happened Miss R insured her car with Hastings. In June 2022, she had a car accident. Hastings subsequ... (5 pages)View decision -
Decision Reference DRN-4215019
25 Jul 2023 Unum Ltd UpheldInsuranceDRN-4215019 The complaint Mr B complains that Unum Ltd has terminated a claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties, so I’ve simply set out a summary of what I think are the key events. Mr B was i... (4 pages)View decision
