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 122183 results
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Decision Reference DRN-4023588
24 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4023588 The complaint Mr W is complaining that Lloyds Bank PLC asked him to contact them over the phone when he’s unable to. What happened Mr W has a medical condition which means he’s unable to speak on the phone. He’s previously let Lloyds know about this. Mr W contacted Lloyds via t... (2 pages)View decision -
Decision Reference DRN-4053040
24 May 2023 Wakam UpheldInsuranceDRN-4053040 The complaint Mr R complains about Wakam’s handling of his claim following the loss of his car keys, under his motor insurance policy. What happened In November 2021 Mr R lost his car keys. He contacted his insurance broker on 18 November and was advised to contact Wakam, the u... (2 pages)View decision -
Decision Reference DRN-4130844
24 May 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4130844 The complaint Mr T complains that he’s unable to receive a Tesco Personal Finance PLC trading as Tesco Bank One Time Access Code (OTAC) via his landline telephone number. What happened The background to this complaint and my initial conclusions were set out in my provisional de... (4 pages)View decision -
Decision Reference DRN-4149161
24 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4149161 The complaint Mr H complains that AXA Insurance UK Plc (AXA) declined his claim following an accident when driving his car and avoided (treated it as though it never existed) his motor insurance policy. What happened In June 2022 Mr H was involved in a car accident. He reported... (4 pages)View decision -
Decision Reference DRN-3819156
24 May 2023 QIC Europe Ltd UpheldInsuranceDRN-3819156 The complaint Miss T complains that QIC Europe Ltd has turned down a claim for storm damage she made on a home 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. In... (5 pages)View decision -
Decision Reference DRN-4063136
24 May 2023 ATLANTA 1 INSURANCE SERVICES LIMITED UpheldInsuranceDRN-4063136 The complaint Mr A complains that ATLANTA 1 INSURANCE SERVICES LIMITED trading as Mackenzie Hodgson mis-sold him a personal accident policy. What happened Mr A was involved in an accident when riding his motorbike. He’d purchased a personal accident policy but had multiple issu... (4 pages)View decision -
Decision Reference DRN-4144803
24 May 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4144803 The complaint Miss G complains about Haven Insurance Company Limited and the way they handled the claim she made, following damage to her car while it was parked. What happened Miss G held a motor insurance policy, underwritten by Haven. Unfortunately, in early November, Miss G... (4 pages)View decision -
Decision Reference DRN-4149496
24 May 2023 U K Insurance Limited UpheldInsuranceDRN-4149496 The complaint Mr H is unhappy UK Insurance Limited (UKI) decided to issue a cash settlement for the remaining repair work at his property, following damage caused by subsidence, claimed for under his home insurance policy. UKI appointed various agents to work on its behalf when... (6 pages)View decision -
Decision Reference DRN-4149467
24 May 2023 QIC Europe Ltd UpheldInsuranceDRN-4149467 The complaint Mr and Mrs C are unhappy with the way QIC Europe Ltd has handled a claim they made for suspected subsidence and with how it has been recorded on external databases. What happened In August 2021, Mr and Mrs C made a claim to their home insurance provider – QIC – fo... (4 pages)View decision -
Decision Reference DRN-4100198
23 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4100198 The complaint Mr K complains about the way HSBC UK Bank Plc (‘HSBC’) handled a dispute about a payment he made using his credit card. What happened Mr K bought flights using his HSBC credit card. However, the flights were impacted by the global Covid-19 pandemic, and he was inf... (3 pages)View decision
