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-4432794
8 Nov 2023 U K Insurance Limited UpheldInsuranceDRN-4432794 The complaint Mrs D and Mr S have complained that U K Insurance Limited (‘UKI’) unfairly declined their claim. What happened Mrs D and Mr S have a travel insurance policy, underwritten by UKI. They went on a cruise for 15 days but unfortunately contracted Covid-19 and were inst... (3 pages)View decision -
Decision Reference DRN-4428599
8 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4428599 The complaint Mr S has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Mr S owned a rental property. He contacted British Gas to send an engineer to fix the central heating. When the engineer visit... (2 pages)View decision -
Decision Reference DRN-4435051
8 Nov 2023 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4435051 The complaint Mrs W complains that Phoenix Life Limited (Phoenix) caused unnecessary delays to the payment of her two pension plans. She also fees she received poor customer service. Phoenix upheld the complaint. It agreed to put right any financial loss caused by the unnecessa... (7 pages)View decision -
Decision Reference DRN-4401357
8 Nov 2023 Halifax Share Dealing Limited UpheldInvestmentsDRN-4401357 The complaint Mr S complained that Halifax Share Dealing Limited (‘Halifax’) delayed the transfer of his ISA to Halifax. He said the delay caused him to miss out on selling an underperforming investment and buying a better-performing investment, and so caused him a financial lo... (7 pages)View decision -
Decision Reference DRN-4434240
8 Nov 2023 Evolution Lending Limited UpheldMortgagesDRN-4434240 The complaint Miss A complains that Evolution Lending Limited (“Evolution”) lent to her irresponsibly as she had numerous debts at the time she took out her secured loan. She also says that Evolution didn’t treat her fairly when she was in financial difficulties. What happened ... (10 pages)View decision -
Decision Reference DRN-4406882
8 Nov 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4406882 The complaint Mr M complains about a declined buyer dispute claim with PayPal (Europe) Sarl et Cie SCA (“PayPal”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on givin... (2 pages)View decision -
Decision Reference DRN-4337432
8 Nov 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4337432 The complaint Mr K has complained that Domestic & General Insurance Plc (D&G) took payments in error from his bank account for someone else’s policy for a game console. What happened Mr K had a policy with D&G for a game console. He later contacted D&G because h... (3 pages)View decision -
Decision Reference DRN-4445192
8 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4445192 The complaint Miss D complains that HSBC UK Bank Plc trading as First Direct do enough to protect her from the financial harm caused by an investment scam company, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this... (6 pages)View decision -
Decision Reference DRN-4445130
8 Nov 2023 Interactive Investor Services Limited UpheldInvestmentsDRN-4445130 The complaint Mr P has complained about Interactive Investor Services Limited (Interactive). He said Interactive has denied him access to his online trading account. He said he was not given any warning about this, and it has caused him to suffer investment losses. He would lik... (5 pages)View decision -
Decision Reference DRN-4444219
8 Nov 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4444219 The complaint Miss M, through a representative, says Vanquis Bank Limited irresponsibly lent to her. What happened Miss M took out a credit card in September 2017 with a £250 limit. Vanquis increased this to £500 in February 2018, then to £1,250 in July 2018 and to £2,250 in Ma... (3 pages)View decision
