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-4203592
21 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4203592 The complaint Mr T complains about the actions of HSBC UK Bank Plc in relation to a balance transfer he instructed it to make using his credit card account. What happened In August 2022, Mr T applied for a balance transfer with HSBC for £2,000. HSBC made an error and processed ... (4 pages)View decision -
Decision Reference DRN-4177361
21 Jun 2023 Vitality Health Limited UpheldInsuranceDRN-4177361 The complaint Miss R is unhappy with Vitality Health Limited’s delay in handling her claim. What happened In June 2022 Miss R joined her employer’s private medical insurance policy, underwritten by Vitality. She was asked to declare any pre-existing conditions before the policy... (3 pages)View decision -
Decision Reference DRN-4024708
21 Jun 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4024708 The complaint Mr M has complained that The Prudential Assurance Company Limited (Prudential) sent his whole pension to the Official Receiver (OR) following his bankruptcy. This should not have been the case. The pension was made up of both protected rights (PR) and non-protecte... (5 pages)View decision -
Decision Reference DRN-4114292
21 Jun 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4114292 The complaint Mr W complains that Metro Bank PLC hasn’t refunded just over £3,400’s worth of disputed transactions on his account. What happened Mr W has a current account with Metro Bank with a debit card. Mr W called Metro Bank on 30 October 2021 to say that he couldn’t find ... (2 pages)View decision -
Decision Reference DRN-4139864
21 Jun 2023 I Go 4 Ltd. UpheldInsuranceDRN-4139864 The complaint Miss D complains that I Go 4 Ltd (“I Go 4”) cancelled her motor insurance policy. Miss D is represented in her complaint, but for ease I’ll refer to her throughout. What happened Miss D had a motor insurance policy arranged through I Go 4, which is a broker. Her p... (2 pages)View decision -
Decision Reference DRN-4134054
21 Jun 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4134054 The complaint Mrs B and Mr B complain that AXA Insurance UK Plc (AXA) has unfairly refused a claim they made for damage to their property after a lightning strike. What happened The policy held by Mrs B and Mr B appears to have been sold and administered by a third party that I... (3 pages)View decision -
Decision Reference DRN-4123830
21 Jun 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4123830 The complaint Mr A complains that Advantage Insurance Company Limited (Advantage) declined his claim for storm damage. What happened Mr A made a claim on his home insurance policy for damage to his roof following a storm. He said that tiles had comes loose and that it had happe... (2 pages)View decision -
Decision Reference DRN-4068092
21 Jun 2023 Ageas Insurance Limited UpheldInsuranceDRN-4068092 The complaint Mrs U has complained about the service she received when she sought assistance under a Vehicle Rescue policy. The underwriter of the policy is Ageas Insurance Limited. All reference to Ageas in my decision includes its agents. What happened Mrs U and her sister dr... (3 pages)View decision -
Decision Reference DRN-4150369
21 Jun 2023 Fairstone Financial Management Limited UpheldMortgagesDRN-4150369 The complaint Mrs and Mr S complain that Fairstone Financial Management Limited failed to follow their instructions when arranging a new mortgage and they’ve lost out as a result. What happened Mrs and Mr S applied for a new mortgage using Fairstone as their mortgage broker in ... (3 pages)View decision -
Decision Reference DRN-3389334
21 Jun 2023 Burley Fox Limited UpheldPensions and AnnuitiesDRN-3389334 The complaint Mr R complains about the suitability of the advice provided by Burley Fox Limited (“Burley Fox”) in November 2017 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a self-invested personal pension (“SIPP”). Mr R is r... (19 pages)View decision
