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 81150 results
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Decision Reference DRN-3152796
22 Nov 2021 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3152796 The complaint Mr K has complained to Portal Financial Services LLP (Portafina) that he couldn’t access the remaining funds from his Self-Invested Personal Pension (SIPP), as they were invested in illiquid property bonds. What happened Portafina completed a review of Mr K’s pens... (6 pages)View decision -
Decision Reference DRN-3148583
22 Nov 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3148583 Complaint Mr S has complained that HSBC UK Bank Plc (“HSBC”) unfairly continued applying charges to his overdraft when it ought to have realised that it was irresponsible to continue providing it. Background One of our adjudicators looked at this complaint and HSBC shouldn’t h... (2 pages)View decision -
Decision Reference DRN-3137016
22 Nov 2021 Union Reiseversicherung AG UpheldInsuranceDRN-3137016 The complaint Miss F complains that Union Reiseversicherung AG (URV) declined her travel insurance claim. My references to URV include its agents. What happened On 3 March 2020 Miss F bought a P&O Ferries Prestige annual multi-trip insurance policy, insured by URV. On 4 Jul... (3 pages)View decision -
Decision Reference DRN-3122769
22 Nov 2021 Chubb European Group SE UpheldInsuranceDRN-3122769 The complaint Mr D has complained that Chubb European Group SE (Chubb) unfairly declined a claim for theft under the late Mr B’s motor insurance policy. Mr D is acting as the representative for this complaint made by the estate of Mr B throughout the rest of my decision, I will... (2 pages)View decision -
Decision Reference DRN-3171799
22 Nov 2021 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3171799 The complaint Mr H complains that Royal & Sun Alliance Insurance Plc (RSA) unfairly declined a claim he made on a legal expenses insurance policy. Where I refer to RSA within this decision, it includes its agents and representatives acting on its behalf. What happened Mr H ... (3 pages)View decision -
Decision Reference DRN-3174557
22 Nov 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-3174557 The complaint Mr Y complains about poor service by Admiral Insurance Company Limited (“Admiral”) after his vehicle was damaged in a road traffic accident, and he claimed under his motor insurance policy with Admiral. He also complains that the vehicle was returned to him damage... (4 pages)View decision -
Decision Reference DRN-3174842
22 Nov 2021 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3174842 The complaint Mr and Mrs C are unhappy with the settlement proposed by Liverpool Victoria Insurance Company Limited (LV) for their home accidental damage insurance claim, and the way that the claim has been handled more generally. What happened The facts of this complaint are w... (4 pages)View decision -
Decision Reference DRN-3152430
22 Nov 2021 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3152430 The complaint Mr T complains of irresponsible lending by PayPal (Europe),S.a.r.l. et Cie, S.C.A.(Paypal). He would like all charges refunded and his debt written off. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. ... (2 pages)View decision -
Decision Reference DRN-3173623
22 Nov 2021 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3173623 The complaint Mr W complains about Options UK Personal Pensions LLP, currently trading as Options SIPP UK LLP, and trading as Carey Pensions UK LLP at the time of the relevant events, accepting an application for a Self-Invested Personal Pension (“SIPP”), and an investment in S... (93 pages)View decision -
Decision Reference DRN-3004222
22 Nov 2021 American International Group UK Limited UpheldInsuranceDRN-3004222 The complaint Mr E’s complaint arises from a claim made under the mobile phone insurance cover underwritten by American International Group UK Limited (“AIG”) provided as part of a package of benefits with his bank account. What happened In January 2021, Mr E made a claim under... (4 pages)View decision
