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-4234955
6 Sep 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4234955 The complaint Mr J complains about Royal & Sun Alliance Insurance Limited (RSA) decision to decline a claim for storm damage under the home buildings insurance policy he holds with his wife, Mrs J. Any references to RSA include its agents. Mr J is supported in this complain... (3 pages)View decision -
Decision Reference DRN-4078456
6 Sep 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4078456 The complaint Mr G complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened Toward the beginning of 2013, Mr G was ap... (41 pages)View decision -
Decision Reference DRN-4308979
6 Sep 2023 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-4308979 The complaint Mrs and Mr L have complained about the information provided on the price of their motor insurance by Atlanta Insurance Intermediaries Limited trading as Swinton Insurance (Swinton) following their renewal invite being sent. What happened The facts of this complain... (2 pages)View decision -
Decision Reference DRN-4311261
6 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4311261 The complaint A company, which I’ll refer to as “D”, complains that HSBC UK Bank Plc unfairly terminated its Bounce Back Loan agreement and closed its bank account. Mr and Mrs S are D’s directors, and have brought the complaint on the company’s behalf. What happened D banked wi... (5 pages)View decision -
Decision Reference DRN-4307860
6 Sep 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4307860 The complaint Mrs E complains Bank of Scotland plc trading as Halifax hasn’t treated her fairly in connection with disputed card payments to a holiday park. What happened I issued a provisional decision on Mrs E’s case on 4 August 2023 which outlined the background to the compl... (4 pages)View decision -
Decision Reference DRN-4333699
6 Sep 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4333699 The complaint Mr D has complained that Advantage Insurance Company Limited (‘AIC’) didn’t deal with his claim promptly or fairly. What happened Mr D had a motor insurance policy, underwritten by AIC. In August 2022, Mr D’s car was involved in an accident so Mr D contacted AIC t... (2 pages)View decision -
Decision Reference DRN-4276489
6 Sep 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4276489 The complaint Mr C is unhappy with what Royal & Sun Alliance Insurance Limited (RSA) did after he made a claim on his legal expenses and rent guarantee insurance policy. All references to RSA include its agents and claims handlers. What happened Mr C has a Landlord Legal Ex... (3 pages)View decision -
Decision Reference DRN-4334195
6 Sep 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4334195 The complaint Mr and Mrs C complained that Accredited insurance (Europe) Limited declined their claim for a quadbike stolen when their garage was broken into. Accredited are the underwriters of this policy ie the insurer. Part of this complaint concerns the actions of the inter... (2 pages)View decision -
Decision Reference DRN-4308217
6 Sep 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4308217 The complaint Mrs T, through a representative, says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Mrs T applied for a credit card from NewDay in November 2019. It was approved with a limit of £250. She was then given five credit limit increases as set ou... (3 pages)View decision -
Decision Reference DRN-4261466
6 Sep 2023 National Westminster Bank Plc UpheldConsumer CreditDRN-4261466 The complaint Miss B complains that a loan approved for her by National Westminster Bank Plc (“NatWest”) was lent irresponsibly. What happened NatWest approved a loan for Miss B in July 2017. It was for £6,000 repayable over 48 months. With the interest it was just under £8,935... (6 pages)View decision
