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 119923 results
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Decision Reference DRN-3734453
14 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3734453 The complaint Mr D complains HSBC UK Bank Plc won’t reimburse £25,750 he lost when he fell victim to an investment trading scam. He was led to believe he was investing in and trading with Bitcoin. Our investigator upheld the complaint in part. She was satisfied HSBC ought to ha... (3 pages)View decision -
Decision Reference DRN-3666524
14 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3666524 The complaint Mr and Mrs M are unhappy because Lloyds Bank PLC (“Lloyds”) did not reimburse them after falling victim to an ‘authorised push payment’ (“APP”) scam. While the complaint was referred by both Mr and Mrs M, to make my decision easier to read, I refer only to Mr M as... (5 pages)View decision -
Decision Reference DRN-3820767
14 Dec 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3820767 The complaint Mr G complains that PayPal (Europe) Sarl et Cie SCA refunded a buyer under its buyer protection policy without requiring them to return the item he had sold them. Mr G says this left him without the items or the payment. What happened In mid-2022, Mr G received a ... (3 pages)View decision -
Decision Reference DRN-3766562
14 Dec 2022 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3766562 The complaint The complaint is about a claim Mr N made on Mr T’s DAS Legal Expenses Insurance Company Limited (“DAS”) policy. Mr N and Mr T have brought the complaint jointly. They say that DAS unreasonably declined Mr N’s claim. What happened Mr T has the benefit of a DAS lega... (3 pages)View decision -
Decision Reference DRN-3857829
14 Dec 2022 Fly Now Pay Later Limited UpheldConsumer CreditDRN-3857829 The complaint The estate of Mrs K complains about the way Fly Now Pay Later Limited (‘FNPL’) handled Mrs K’s claim in respect of flights she bought using a loan from it but was unable to utilise because of the Covid-19 pandemic. The estate of Mrs K is represented in this compla... (5 pages)View decision -
Decision Reference DRN-3827647
14 Dec 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3827647 The complaint Miss P complains Royal & Sun Alliance Insurance Limited (‘RSA’) unfairly declined her contents insurance claim after she was led to believe it would be covered. What happened Miss P was burgled, so she made a claim on her contents insurance policy. The thief g... (2 pages)View decision -
Decision Reference DRN-3300168
14 Dec 2022 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3300168 The complaint Mr M 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-3807227
14 Dec 2022 G2I Ltd UpheldInsuranceDRN-3807227 The complaint Ms E complains that G2I Limited mishandled her claim on a motor insurance policy. Where I refer to G2I, I refer to the above-named company and I include claims-handlers and others insofar as I hold G2I responsible for their acts or omissions. What happened The sub... (2 pages)View decision -
Decision Reference DRN-3858873
14 Dec 2022 Vitality Life Limited UpheldInvestmentsDRN-3858873 The complaint Ms W complains that Vitality Life Limited trading as Vitality Life breached her data to a third party and caused her significant distress and inconvenience. What happened The third party is not a party to this complaint and will be referred to as Mr X. Ms W took o... (2 pages)View decision -
Decision Reference DRN-3783111
14 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3783111 The complaint Mr M and Miss W complain about QIC Europe Ltd (“QIC”) for offering a reduced settlement following storm damage at their property. They want QIC to repair or replace the damaged roof. What happened Mr M and Miss W held buildings insurance with QIC. In February 2022... (3 pages)View decision
