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 125399 results
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Decision Reference DRN-4148598
13 Sep 2023 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4148598 The complaint Mr Y complains about the way American Express Services Europe Limited (AESEL) handled his disputed transaction claim. What happened Mr Y purchased an item online in May 2022 and paid using his AESEL card. When the item was delivered to Mr Y it was damaged and he r... (3 pages)View decision -
Decision Reference DRN-4311875
13 Sep 2023 AWP P&C SA UpheldInsuranceDRN-4311875 The complaint Miss O, Mr O and Mr O complain about how AWP P&C SA handled their travel insurance claim. My references to AWP include its agents. What happened Miss O, her brother Mr O and her father Mr O had travel insurance. The insurer was AWP. Miss O’s phone was stolen w... (2 pages)View decision -
Decision Reference DRN-4262208
13 Sep 2023 West Bay Insurance Plc UpheldInsuranceDRN-4262208 The complaint Miss A has complained about the delay in her car being repaired after she made a claim under her motor insurance policy with West Bay Insurance Plc. Miss Al dealt with West Bay’s claim handling agent during the course of her claim, but I’ve only referred mainly to... (2 pages)View decision -
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
