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-4324564
30 Aug 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4324564 The complaint Mr B has complained about Skyfire Insurance Company Limited. He isn’t happy about the way it cancelled his motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows. Mr B was stopped by the p... (4 pages)View decision -
Decision Reference DRN-4324568
30 Aug 2023 Europ Assistance S.A. UpheldInsuranceDRN-4324568 The complaint Mr and Mrs P complain that Europ Assistance S.A. declined their claim against their travel insurance policies. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, on 17 October 2020, Mr... (3 pages)View decision -
Decision Reference DRN-3995209
30 Aug 2023 Halifax Share Dealing Limited UpheldInvestmentsDRN-3995209 The complaint Mr W’s complaint against Halifax Share Dealing Limited, trading as IWeb Share Dealing (“IWeb”), is about the impact of their delay in transferring his stocks and shares ISA. What happened On 29 July 2021, Mr W requested the transfer of his stocks and shares ISA fr... (3 pages)View decision -
Decision Reference DRN-4324614
30 Aug 2023 Santander UK Plc UpheldMortgagesDRN-4324614 The complaint Mr A and Mrs C have complained that, due to an error made by Santander UK Plc, completion of their mortgage and house purchase didn’t take place on the date that had been set for completion. To settle the complaint, Mr A and Mrs C would like Santander to compensat... (3 pages)View decision -
Decision Reference DRN-4323643
30 Aug 2023 Phoenix Life Limited UpheldInvestmentsDRN-4323643 The complaint Mr P complained that the redress offered by Phoenix Life Limited in relation to a mis-sold endowment savings plan was unreasonable. Phoenix Life upheld Mr P’s mis-sale complaint about a plan sold to him by a predecessor business and it is now responsible for the s... (4 pages)View decision -
Decision Reference DRN-4323772
30 Aug 2023 National Savings and Investments UpheldInvestmentsDRN-4323772 The complaint Mr H complained about what happened when National Savings and Investments (‘NS&I’) realised it had paid him prize money on bonds that NS&I later deemed ineligible to win prizes and restricted his access on another account until he agreed to allow the prize... (6 pages)View decision -
Decision Reference DRN-4275758
30 Aug 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4275758 The complaint Mr S and Miss W have complained about the handling of a claim under their home buildings insurance policy with Accredited Insurance (Europe) Ltd (“AIE”). AIE are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the a... (4 pages)View decision -
Decision Reference DRN-4288904
30 Aug 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4288904 The complaint Mrs K complains about the settlement she received from Accredited Insurance (Europe) Ltd (“AI”) under her motor insurance policy after her car was written off following an accident. She was also unhappy with the way the claim and the repairs were handled. What hap... (3 pages)View decision -
Decision Reference DRN-4026859
30 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsThe complaint B, a limited company complains that HSBC UK Ban k Plc unfairly closed its bank accounts, which caused financial problems. B’s complaint has been brought to our service by its director, C. What happened B had two business accounts with HSBC – a GBP account and USD currency acc... (4 pages)View decision -
Decision Reference DRN-4264160
30 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4264160 The complaint Mr V complains that Creation Financial Services Limited unfairly closed his credit card account, which meant he missed out of the rewards associated with the account. What happened Mr V had a credit card with Creation, that conferred various awards such as reward ... (2 pages)View decision
