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-4119114
24 Aug 2023 Tesla Financial Services Limited UpheldConsumer CreditDRN-4119114 The complaint Mr C complains that a car acquired with finance from Tesla Financial Services Limited wasn’t of satisfactory quality. What happened In November 2021 Mr C was supplied with a car and entered into a conditional sale agreement with TFS. Mr C experienced issues with t... (3 pages)View decision -
Decision Reference DRN-4311699
24 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4311699 The complaint Mr M complains about Advantage Insurance Company Limited’s handling of a claim he made under his home insurance policy. Advantage is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Advantage has accept... (4 pages)View decision -
Decision Reference DRN-4035365
24 Aug 2023 Zurich Insurance PLC UpheldInsuranceDRN-4035365 The complaint Ms S has complained that Zurich Insurance Plc have turned down her claim for loss of rent under her Landlords Home Insurance policy. In the main I’ve referred to Zurich throughout this decision for ease, although I realise Ms S actually dealt with Zurich’s agent. ... (4 pages)View decision -
Decision Reference DRN-3740200
24 Aug 2023 AMG Wealth Solutions LLP UpheldPensions and AnnuitiesDRN-3740200 The complaint Mr H complains about the suitability of the advice provided by AMG Wealth Solutions LLP (“AMG”) in February 2018 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”). Mr H is represented ... (15 pages)View decision -
Decision Reference DRN-4315308
24 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4315308 The complaint Mrs I is unhappy that HSBC UK Bank Plc has refused to refund the money she lost after falling victim to a scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: In l... (8 pages)View decision -
Decision Reference DRN-4154802
24 Aug 2023 AWP P&C SA UpheldInsuranceDRN-4154802 The complaint Miss J is unhappy with AWP P&C SA’s (AWP) decision to decline a claim made under her home emergency policy. What happened In March 2022, Miss J found a water leak which was caused damage to her boiler and meant she was without heating and hot water. Miss J int... (3 pages)View decision -
Decision Reference DRN-3753608
24 Aug 2023 HSBC Trust Company (UK) Ltd UpheldInvestmentsDRN-3753608 The complaint Mrs M complains HSBC Trust Company (UK) Ltd (HSBC) recommended a flexible with- profits bond which was too low risk and failed to place it in trust. What happened Mr and Mrs M were recommended the bond in July 2001 by HSBC after receiving a payment from a separate... (4 pages)View decision -
Decision Reference DRN-4252983
24 Aug 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4252983 The complaint Mrs N holds an account with Wise Payments Ltd. She was a victim of fraud. After travelling abroad, she returned to the UK in November 2020. In March 2021, the fraudster called her. He pretended to be from the UK Home Office. The fraudster persuaded Mrs N that she ... (5 pages)View decision -
Decision Reference DRN-4296997
24 Aug 2023 UNUM Limited UpheldInsuranceDRN-4296997 The complaint Mrs R is unhappy that UNUM Limited declined a claim she made on her employer’s group income protection policy. What happened Mrs R is unhappy that UNUM have declined her claim and with the service she received. Mrs R became absent from work in November 2021. She r... (3 pages)View decision -
Decision Reference DRN-4316190
23 Aug 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4316190 The complaint Miss A and Mr M complain that AXA Insurance UK Plc hasn’t acted to expedite repairs to their car following a claim made on their motor insurance policy. Miss A is represented in this matter by Mr M, a named driver on her policy. What happened Mr M complains that, ... (4 pages)View decision
