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-4298543
7 Sep 2023 Gresham Insurance Company Limited UpheldInsuranceDRN-4298543 The complaint Mr and Mrs L complain that Gresham Insurance Company Limited (“Gresham”) has unfairly handled a subsidence claim made under their home insurance policy. Any reference to Mr and Mrs L and Gresham includes respective agents or representatives. What happened The back... (6 pages)View decision -
Decision Reference DRN-4255379
7 Sep 2023 U K Insurance Limited UpheldInsuranceDRN-4255379 The complaint Ms R has complained about claim delays by U K Insurance Limited trading as Privilege Home Insurance (UKI) under a home insurance policy. What happened Ms R contacted UKI to make a claim when lightning damaged her home. UKI accepted the claim and appointed contract... (2 pages)View decision -
Decision Reference DRN-4131324
7 Sep 2023 MS Amlin Insurance SE UpheldInsuranceDRN-4131324 The complaint Mr H complains MS Amlin Insurance SE has unfairly declined a claim under his marine insurance policy. Any reference to MS Amlin includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised... (3 pages)View decision -
Decision Reference DRN-4325108
7 Sep 2023 BISL Limited UpheldInsuranceDRN-4325108 The complaint Mr P has complained about the way BISL Limited assisted him with his claim under his car insurance policy for damage to his car. What happened Mrs P had an accident in the car insured under Mr P’s policy with an insurer who I’ll refer to as U. She contacted BISL, ... (2 pages)View decision -
Decision Reference DRN-4281525
7 Sep 2023 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4281525 The complaint Mr H complains that The Royal London Mutual Insurance Society Limited (Royal London) incorrectly paid adviser charges from his group personal pension plan. He also complains that Royal London gave him incorrect and misleading information about these charges. What ... (6 pages)View decision -
Decision Reference DRN-4310363
7 Sep 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4310363 The complaint Mr W complains about the way Mitsubishi HC Capital UK Plc trading as Hitachi Personal Finance has dealt with a claim he made to it in relation to replacement doors and windows supplied and fitted by a third party “P”. Hitachi provided finance for the work and Mr W... (2 pages)View decision -
Decision Reference DRN-4302401
7 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4302401 The complaint Mr S complains that HSBC UK Bank Plc lent irresponsibly when it approved his credit card and later increased the credit limit. What happened HSBC says Mr S first applied for a credit card in November 2004 which was approved with a credit limit of £4,500. In Januar... (3 pages)View decision -
Decision Reference DRN-4338731
7 Sep 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4338731 The complaint A company which I’ll call N complains that National Westminster Bank Plc (‘NatWest’) unfairly defaulted its loan. The complaint is brought on N’s behalf by its director, Mr O. What happened N took out a £15,000 business loan with NatWest in March 2020. It then too... (7 pages)View decision -
Decision Reference DRN-4338720
7 Sep 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4338720 The complaint B, a limited company, complains that Advance Payment Solutions Limited (trading as Cashplus) unfairly restricted their account shortly after it was opened. What happened B is represented by its director Mr A. In January 2023 £7,000 was deposited in B’s Cashplus ac... (3 pages)View decision -
Decision Reference DRN-4091594
7 Sep 2023 PrePay Technologies Limited UpheldBanking and PaymentsDRN-4091594 The complaint Mr B is unhappy PrePay Technologies Limited trading as Prepay Solutions won’t refund money he lost as a result of a scam. What happened Monese is an agent of PrePay Technologies. As Mr B’s customer relationship is with Monese, I’ve referred to Monese, rather than ... (3 pages)View decision
