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-3962942
22 May 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3962942 The complaint Mr and Mrs I complain about how Great Lakes Insurance SE dealt with a claim against their travel insurance policy. Reference to Great Lakes includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them agai... (2 pages)View decision -
Decision Reference DRN-3891793
22 May 2023 Zurich Assurance Ltd UpheldInvestmentsDRN-3891793 The complaint Ms T complains Zurich Assurance Ltd delayed a life insurance claim made following her husband’s death. What happened As both parties are familiar with what happened I’ll only summarise events below. Ms T and her now late husband, Mr T, held joint level protection ... (3 pages)View decision -
Decision Reference DRN-4060940
22 May 2023 Clements Europe Limited UpheldInsuranceDRN-4060940 The complaint Mr G complains that when he moved house Clements Europe Limited cancelled his motor insurance policy as they said his insurers didn’t cover his new address. He’s unhappy with how they handled the cancellation, the deductions made from his refunded premium, and the... (3 pages)View decision -
Decision Reference DRN-4125772
22 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4125772 The complaint Mr L complains that HSBC UK Bank Plc did not use the Confirmation of Payee (CoP) scheme to protect him when he made an international payment. What happened Mr L sent an international payment through HSBC for £49,534.14, which was converted by them to ensure 58,000... (3 pages)View decision -
Decision Reference DRN-3881524
22 May 2023 esure Insurance Limited UpheldInsuranceDRN-3881524 The complaint Mrs H complains about the information given by esure Insurance Limited when she called to claim on her motor insurance policy. What happened Mrs H’s car was hit by a van so she called esure to claim on her policy. esure accepted the claim and dealt with it under t... (3 pages)View decision -
Decision Reference DRN-3610782
22 May 2023 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-3610782 The complaint Mr D, trading as L, complains about the decision of The National Farmers' Union Mutual Insurance Society Limited in relation to his claim for business interruption losses resulting from the COVID-19 pandemic. What happened The following is intended only as a ... (7 pages)View decision -
Decision Reference DRN-4024287
22 May 2023 Niche Independent Financial Advisers Limited UpheldPensions and AnnuitiesDRN-4024287 The complaint Mr H complains about the advice given by Niche Independent Financial Advisers Limited (‘Niche’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension arrangement. He says the advice was unsuitable for him and be... (7 pages)View decision -
Decision Reference DRN-3451065
22 May 2023 EGR WEALTH LIMITED UpheldInvestmentsDRN-3451065 The complaint Mrs Z invested around £98,000 in two fixed monthly income bonds with EGR Wealth Limited (“EGR”). She says the bonds were mis-sold by EGR, previously known as EGR Broking, and that she was misled into thinking they were safe. Her complaint has been brought by a rep... (6 pages)View decision -
Decision Reference DRN-4142745
22 May 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4142745 Complaint Mr P has complained about personal loans Everyday Lending Limited (trading as “Everyday Loans”) provided to him. He says the loans were irresponsibly lent to him. Background Everyday Loans initially provided Mr P with a first loan for £1,500.00 in August 2016. The tot... (3 pages)View decision -
Decision Reference DRN-4137348
22 May 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4137348 Complaint Miss L has complained that Bank of Scotland Plc (trading as “Halifax”) irresponsibly provided her with an overdraft and then unfairly continued applying charges to it. Background One of our adjudicators looked at this complaint and thought Halifax should have realised... (2 pages)View decision
