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 119142 results
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Decision Reference DRN-3846319
9 Dec 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3846319 The complaint Mr L has complained that Casualty & General Insurance Company (Europe) Limited (C&G) has rejected his claim for damage caused by his dog to a third party’s property. I’ve previously issued a provisional decision in this case. In response to this I’ve recei... (5 pages)View decision -
Decision Reference DRN-3806973
9 Dec 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3806973 The complaint Mrs R complains Casualty & General Insurance Company (Europe) Ltd (Casualty) unfairly declined her pet insurance claim when her dog was injured in a road traffic accident. What happened The complaint is well known to both parties, so I’ll summarise the key poi... (3 pages)View decision -
Decision Reference DRN-3823357
9 Dec 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3823357 The complaint Ms B complains about how Royal & Sun Alliance Insurance Limited trading as More Th>n (RSA) dealt with a claim under her motor insurance policy. What happened Ms B’s car was damaged by machinery while in an automated car wash. She made a claim for this under... (3 pages)View decision -
Decision Reference DRN-3742182
9 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3742182 The complaint Mr W complains that HSBC UK Bank Plc unfairly lodged a marker against him with a fraud prevention agency. What happened Mr W held an account with HSBC some years ago when he was still at school. HSBC noted that a cheque had been paid into his account which appeare... (2 pages)View decision -
Decision Reference DRN-3661110
9 Dec 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3661110 The complaint Mr G complains about the actions of AXA Insurance UK Plc (“AXA”) related to an ongoing claim made under his buildings insurance policy. Any reference to Mr G or AXA includes respective agents or representatives. What happened The background of this complaint is we... (3 pages)View decision -
Decision Reference DRN-3768303
9 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3768303 The complaint Mrs A complains that Santander UK Plc failed to provide adequate customer service and allowed a fraudulent transaction to take place on her account. What happened Mrs A and her husband were on holiday when she noticed an unusual payment had been made from her curr... (3 pages)View decision -
Decision Reference DRN-3810021
9 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3810021 The complaint Mr R is unhappy with the service he received from HSBC UK Bank Plc surrounding a credit card payment which completed on a card Mr R had previously reported as lost or stolen. What happened Mr R reported his credit card as being lost or stolen to HSBC and received ... (2 pages)View decision -
Decision Reference DRN-3851105
9 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3851105 The complaint A partnership, which I'll refer to as L, complains that Lloyds Bank PLC sent confidential information to a person not associated with their business. Mr W, one of the partners of L, brings the complaint on L's behalf. What happened In August 2022, Lloyds... (2 pages)View decision -
Decision Reference DRN-3759452
9 Dec 2022 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3759452 The complaint Mr and Mrs W complain Watford Insurance Company Europe Limited (Watford) have unfairly declined their buildings insurance claim. All references to Watford also include its appointed agents. What happened The details of this complaint are well known to both parties... (2 pages)View decision -
Decision Reference DRN-3843030
9 Dec 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3843030 The complaint Ms P complains that ReAssure Limited delayed in transferring her pension to another provider. She also feels it’s given her unclear information about the transfer value and whether all of her contributions had been taken into account. What happened Ms P was a memb... (3 pages)View decision
