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-4226295
5 Jul 2023 Rock Insurance Services Limited UpheldInsuranceDRN-4226295 The complaint Mr W complains that Rock Insurance Services Limited auto-renewed his annual travel insurance policy without his consent. What happened n August 2021, Mr W took out an annual travel insurance policy through Rock. The contract terms stated that in cases of an annual... (3 pages)View decision -
Decision Reference DRN-4112636
5 Jul 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4112636 The complaint Miss D complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) handled a claim on her motor insurance policy. What happened Miss D had a motor insurance policy with Admiral covering her car. In October 2022 her car was damaged in a collision and she ... (3 pages)View decision -
Decision Reference DRN-4175275
5 Jul 2023 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-4175275 The complaint Mr B complains that Utmost Life and Pensions Limited (Utmost) delayed carrying out his instructions to pay out his transfer pension plan in a cash lump sum, by requiring him to seek financial advice. He says that because he lives abroad it was difficult for him to... (8 pages)View decision -
Decision Reference DRN-4124039
5 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4124039 The complaint Mr M complains about the actions of HSBC UK Bank Plc when he lost money to a scam. Mr M is being represented by a claims management company but for ease of reading I’ll only refer to Mr M in the decision. What happened The detailed background to this complaint is ... (4 pages)View decision -
Decision Reference DRN-4188651
5 Jul 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4188651 The complaint Miss T complains about a declined buyer dispute claim with PayPal (Europe) Sarl et Cie SCA trading as PayPal. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute so I will f... (2 pages)View decision -
Decision Reference DRN-4197554
5 Jul 2023 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-4197554 The complaint Mrs K complains that eBay Commerce UK Ltd closed her selling account and then took five months to release her funds. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute so I... (2 pages)View decision -
Decision Reference DRN-4201971
5 Jul 2023 WPS ADVISORY Ltd UpheldPensions and AnnuitiesDRN-4201971 The complaint Mrs M has complained that WPS ADVISORY Ltd unreasonably delayed giving her advice about whether to transfer the benefits from her former employer’s occupational pension defined benefit (‘DB’) scheme to an alternative pension arrangement. Mrs M believes she has los... (7 pages)View decision -
Decision Reference DRN-4224410
5 Jul 2023 AWP P&C SA UpheldInsuranceDRN-4224410 The complaint Mr R is unhappy that AWP P&C SA declined a claim he made on his travel insurance policy. What happened Mr R has a travel insurance policy as a benefit of his current account. He took a train from London to France. He then had a flight booked from France, back ... (3 pages)View decision -
Decision Reference DRN-4227257
5 Jul 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-4227257 The complaint Miss L complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (MoneyBoat) gave her a loan she couldn’t afford. What happened Miss L was advanced one loan by MoneyBoat of £800 on 1 March 2022. Miss L was due to make six monthly repayments of £24... (4 pages)View decision -
Decision Reference DRN-4201636
4 Jul 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4201636 The complaint Miss B complains that American Express Services Europe Limited (AESEL) lent to her irresponsibly. What happened In January 2022 Miss B applied for a credit card with AESEL. AESEL approved the application and gave Miss B a card with an initial credit limit of £1000... (2 pages)View decision
