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-4124136
20 Jul 2023 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-4124136 The complaint Mrs A complains about the advice True Potential Wealth Management LLP gave to her to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a self- invested personal pension (‘SIPP’). She says the advice was unsuitable for her and bel... (9 pages)View decision -
Decision Reference DRN-4177079
20 Jul 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4177079 The complaint Mr W has complained about his motor insurer, Advantage Insurance Company Limited (“Advantage”), and about the way it dealt with a third party claim against his policy. Advantage is the underwriter of this policy i.e. the insurer. Throughout the claim Mr W was deal... (8 pages)View decision -
Decision Reference DRN-4101285
20 Jul 2023 One Insurance Limited UpheldInsuranceDRN-4101285 The complaint Mrs G is unhappy with how One Insurance Limited handled a claim she made on her motor insurance policy. What happened Mrs G was involved in an accident with another driver. She’s unhappy with how the claim was handled, including the service she received and One In... (3 pages)View decision -
Decision Reference DRN-3805322
20 Jul 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-3805322 The complaint Ms K complains that Wise Payments Limited (‘Wise’) won’t refund money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here. But briefly, and based on the submissions of both parties, I unde... (5 pages)View decision -
Decision Reference DRN-4112072
20 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4112072 The complaint Mr K complains that HSBC UK Bank Plc (HSBC) is refusing to refund him the amount he lost as the result of a scam. Mr K is being represented by a third party. To keep things simple, I will refer to Mr K throughout my decision. What happened In late 2016 Mr K was co... (3 pages)View decision -
Decision Reference DRN-4241402
20 Jul 2023 Covea Insurance plc UpheldInsuranceDRN-4241402 The complaint Mrs W has complained that Covea Insurance plc has ended the claim she made for unemployment on a mortgage payment protection insurance policy and is requiring that she return the benefit amount that was paid to her. What happened Mrs W contacted Covea to make a cl... (3 pages)View decision -
Decision Reference DRN-4199940
20 Jul 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4199940 The complaint Mr G complains that when his laptop needed a new battery and was sent to Domestic & General Insurance Plc for a replacement to be fitted, they didn’t replace the battery and he believes they compromised the security of his device. He incurred costs having his ... (4 pages)View decision -
Decision Reference DRN-4113000
20 Jul 2023 National Westminster Bank Plc UpheldConsumer CreditDRN-4113000 The complaint Miss R complains that National Westminster Bank Plc (NatWest) has made a series of mistakes, which have prevented her from dealing with a debt she has with it. To resolve matters she’d like the bank to refund all the interest and charges it has applied over the la... (4 pages)View decision -
Decision Reference DRN-4072469
20 Jul 2023 Ageas Insurance Limited UpheldInsuranceDRN-4072469 The complaint Mr T and Mrs T complain about how much they were charged by Ageas Insurance Limited for their motor insurance policy. What happened Mr T holds a motor insurance policy underwritten by Ageas. Mrs T is a named driver on the policy. She’s been the one communicating w... (2 pages)View decision -
Decision Reference DRN-4196540
20 Jul 2023 British Gas Insurance Limited UpheldInsuranceDRN-4196540 The complaint Mr K complains about the way British Gas Insurance Limited dealt with a claim on his home emergency insurance policy and says the compensation offered in respect of this was too low. What happened Mr K called British Gas in December 2022 after discovering a leak f... (2 pages)View decision
