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 125400 results
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Decision Reference DRN-3973373
15 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3973373 The complaint This complaint is brought by Mr M in his capacity as a director of a company I will call DE. The company’s complaint is that delay by HSBC UK Bank Plc in processing a mortgage application caused financial loss to DE, which Mr M wants HSBC to reimburse. What happen... (4 pages)View decision -
Decision Reference DRN-4283358
15 Aug 2023 Agency Management Network Limited UpheldInsuranceDRN-4283358 The complaint A company that I’ll refer to as G has complained that Agency Management Network Limited (AMN) did not place its Marine Cargo insurance policy when requested, which led to its claim not being covered by the insurer. Mr T, a director of G, has brought the complaint ... (7 pages)View decision -
Decision Reference DRN-4300408
15 Aug 2023 BISL Limited UpheldInsuranceDRN-4300408 The complaint Mrs M complains about the information BISL Limited gave her in relation to a claim she made under her motor insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Mrs M took out a motor insurance ... (3 pages)View decision -
Decision Reference DRN-4291096
15 Aug 2023 AWP P&C SA UpheldInsuranceDRN-4291096 The complaint Mrs F and Ms L are unhappy with the service they’ve received from AWP P&C SA when they claimed on their travel insurance policy. What happened Mrs F and Ms L went on holiday in Europe. On arrival at their destination Mrs F fell and broke her hip. She required ... (2 pages)View decision -
Decision Reference DRN-4228467
15 Aug 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4228467 The complaint Mr J and Ms W are unhappy with the service they received from Great Lakes Insurance SE when they claimed on their travel insurance policy. What happened Mr J and Ms W were on a skiing holiday when Ms W sustained injuries on the ski slope. They are unhappy with the... (3 pages)View decision -
Decision Reference DRN-4278882
15 Aug 2023 Assurant General Insurance Limited UpheldInsuranceDRN-4278882 The complaint Mr P complains that after accepting a claim on his mobile phone insurance policy Assurant General Insurance Limited trading as Vodafone Care agreed to provide a replacement phone but the package he received did not contain a phone and it would not send a replaceme... (3 pages)View decision -
Decision Reference DRN-4196908
15 Aug 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4196908 Complaint Mr W has complained about a guarantor loan Everyday Lending Limited (trading as “George Banco”.com) provided to him. He says the loan was unaffordable and shouldn’t have been provided to him in the first place. Background George Banco provided Mr W with a guarantor lo... (3 pages)View decision -
Decision Reference DRN-4220059
15 Aug 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4220059 Complaint Miss H has complained that Loans 2 Go Limited (“L2G”) provided her with unaffordable loans. Background L2G initially provided Miss H with an initial loan for £570 in February 2019. The loan had an APR of 1,013.2% and an 18-month term. This all meant the total amount r... (4 pages)View decision -
Decision Reference DRN-4253364
15 Aug 2023 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-4253364 The complaint Mrs F complains about the amounts paid by Ocaso SA, Compania de Seguros y Reaseguros in settlement of a claim on her home contents insurance policy. What happened Mrs F’s home was flooded in June 2020 and the flooding caused extensive damage. She made a claim on h... (3 pages)View decision -
Decision Reference DRN-4298913
14 Aug 2023 Ageas Insurance Limited UpheldInsuranceDRN-4298913 The complaint Mr R complains that Ageas Insurance Limited (“Ageas”) has offered to settle based on the floor of one room only, following a leak. He wants Ageas to pay for the sanding and revarnishing of the entire wooden floor surface. What happened Mr R purchased home and cont... (3 pages)View decision
