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 121115 results
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Decision Reference DRN-3983954
23 Feb 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3983954 The complaint Mr and Ms C complain about the way Royal & Sun Alliance Insurance Limited (“RSA”) has handled a claim under their legal expenses insurance policy. Where I refer to RSA, this includes its agents and claims handlers for which it takes responsibility. What happen... (2 pages)View decision -
Decision Reference DRN-3726182
23 Feb 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3726182 The complaint Mr H is unhappy HSBC UK Bank Plc won’t refund the money he lost as the result of a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that Mr H was the victim of a saf... (7 pages)View decision -
Decision Reference DRN-3944384
23 Feb 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3944384 The complaint Mr B 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 Following the recommendation of an ex-col... (40 pages)View decision -
Decision Reference DRN-3961361
23 Feb 2023 Ageas Insurance Limited UpheldInsuranceDRN-3961361 The complaint Mr M complains that Ageas Insurance Limited unfairly turned down a claim he made on his motor insurance policy. What happened Mr M had a comprehensive car insurance policy with Ageas. In October 2021 he had an accident in which his car was damaged. He made a claim... (5 pages)View decision -
Decision Reference DRN-3878216
23 Feb 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3878216 The complaint Mr A is unhappy with what Royal & Sun Alliance Insurance Limited did after he made a claim on his landlord legal expenses and rent guarantee policy. What happened In February 2022 Mr A made a claim on his policy for damage caused to a property by his tenant an... (2 pages)View decision -
Decision Reference DRN-3979454
23 Feb 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3979454 The complaint P, a limited company, raised a complaint that Revolut Ltd won’t refund a transaction it didn’t authorise. Ms P is the sole director of P, who I’ll refer to throughout the decision. What happened Ms P received a text from who she thought was the NHS asking her to ... (3 pages)View decision -
Decision Reference DRN-3892729
23 Feb 2023 Studio Retail Limited UpheldConsumer CreditDRN-3892729 The complaint Miss S says Studio Retail Limited (“Studio Retail”) irresponsibly lent to her. She has requested that interest and late payment charges she paid on her shopping account be refunded. What happened This complaint is about a Studio Retail shopping account Studio Reta... (3 pages)View decision -
Decision Reference DRN-3593391
23 Feb 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3593391 The complaint Mr W complains about the options provided by BMW Financial Services (GB) Limited (BMWFS) to repay the arrears on his account. What happened Mr W entered into a hire purchase agreement with BMWFS in September 2020 to acquire a used car. The agreement required Mr W ... (4 pages)View decision -
Decision Reference DRN-3873635
23 Feb 2023 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-3873635 The complaint L, a limited company, complains The National Farmers' Union Mutual Insurance Society Limited (NFU) has unfairly withdrawn legal expenses insurance (LEI) cover. Any reference to L or NFU includes the comments of their respective agents or representatives. What... (4 pages)View decision -
Decision Reference DRN-3976192
23 Feb 2023 Zurich Insurance PLC UpheldInsuranceDRN-3976192 The complaint Mrs S complains about Zurich Insurance PLC’s handling of a claim she made after the wall outside her house began to collapse. What happened Mrs S’s home is covered by an insurance policy underwritten by Zurich. The background to this complaint is very well known t... (4 pages)View decision
