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 125299 results
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Decision Reference DRN-4137160
25 Jul 2023 AWP P&C SA UpheldInsuranceDRN-4137160 The complaint Mr R is unhappy AWP P&C SA declined cover for his claim. What happened Mr R has a travel insurance policy under underwritten by AWP P & C SA. He booked a return trip abroad. He went on holiday, but unfortunately was unable to make his return flight to the... (3 pages)View decision -
Decision Reference DRN-4237818
25 Jul 2023 ReAssure Life Limited UpheldPensions and AnnuitiesDRN-4237818 The complaint Mr P complains that ReAssure Life Limited delayed transferring his pension and caused him financial loss. He also complains about poor service. What happened Mr P had a Buyout Bond (pension) with Old Mutual Wealth Life Assurance Limited (Old Mutual). Old Mutual is... (9 pages)View decision -
Decision Reference DRN-4264222
25 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4264222 The complaint Mr C is unhappy with the service he received from HSBC UK Bank Plc surrounding his current account switch. What happened Mr C requested a current account switch to HSBC. But the switch happened earlier than he requested. And because Mr C didn’t receive a debit car... (3 pages)View decision -
Decision Reference DRN-4230661
25 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4230661 The complaint Mr and Mrs C complain about how Aviva Insurance Limited (“Aviva”) dealt with a claim they made on their home emergency insurance policy after their boiler stopped working. Any reference to Aviva includes its agents. What happened Mr and Mrs C have a home em... (4 pages)View decision -
Decision Reference DRN-4077952
25 Jul 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4077952 The complaint Mr Y complains about the delays that Advantage Insurance Company Limited caused in making repairs to his car following a claim made on his motor insurance policy. He wants his car repaired. What happened Mr Y was involved in an incident, and he made a claim on his... (2 pages)View decision -
Decision Reference DRN-4250582
25 Jul 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4250582 The complaint Mr E is unhappy that AXA Insurance UK Plc took too long to deal with the claim for damage to his vehicle and that they settled a third party claim against him as a fault claim without carrying out a proper investigation. What happened The details of this complaint... (2 pages)View decision -
Decision Reference DRN-4257716
25 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4257716 The complaint Mr S complains that HSBC UK Bank Plc blocked and later closed his accounts including his personal loan account. He had to repay his loan. He would like compensation for the inconvenience and misinformation. What happened Mr S had a current account, a saving accoun... (3 pages)View decision -
Decision Reference DRN-4195324
25 Jul 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4195324 The complaint Miss V has complained that Accredited Insurance (Europe) Ltd (‘Accredited’) avoided her home insurance policy (treated it like it never existed) and refused to pay a claim. What happened Miss V took out a home insurance policy with Accredited through a broker. Mis... (4 pages)View decision -
Decision Reference DRN-4239777
25 Jul 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4239777 The complaint Mr L complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (42 pages)View decision -
Decision Reference DRN-4258325
25 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4258325 The complaint Ms I complains that Santander UK Plc (Santander) won’t refund the money she lost when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here. Instead, I’ll summarise the key poin... (4 pages)View decision
