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 119592 results
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Decision Reference DRN-3546822
28 Nov 2022 CMC Markets UK plc UpheldInvestmentsDRN-3546822 The complaint Mr R complains about the Crude Oil West Texas Cash positions in his Contracts for Difference account held with CMC Markets UK plc. He says they rebased his holdings from the May 2020 to December 2020 contract for their own gain, causing him significant losses. Wha... (4 pages)View decision -
Decision Reference DRN-3782331
28 Nov 2022 esure Insurance Limited UpheldInsuranceDRN-3782331 The complaint Ms R has complained about how esure Insurance Limited (esure) dealt with costs for alternative accommodation during a claim under her home insurance policy. What happened Ms R made a claim for an escape of water under her home insurance policy. esure accepted the ... (3 pages)View decision -
Decision Reference DRN-3711473
28 Nov 2022 AWP P&C SA UpheldInsuranceDRN-3711473 The complaint Mr and Mrs M complain that AWP P&C SA has turned down a cancellation claim they made on a travel insurance policy. What happened Mr and Mrs M hold travel insurance as a benefit of their packaged bank account. In November 2021, Mr and Mrs M booked a trip abroad... (3 pages)View decision -
Decision Reference DRN-3778038
28 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3778038 The complaint Mrs M is unhappy with the service she has received from British Gas Insurance Limited (British Gas) under her HomeCare and appliance repair cover. What happened In November 2018 Mrs M reported a fault to her fridge. A British Gas engineer attended but couldn’t fin... (4 pages)View decision -
Decision Reference DRN-3803728
28 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3803728 The complaint Mr L says NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened Mr L opened an Aqua card in March 2021. It had a £900 credit limit. This was increased to £1,900 in August 2021. He says NewDay should have checked his credit record, it would have see... (3 pages)View decision -
Decision Reference DRN-3823600
28 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3823600 The complaint Mrs D complains about British Gas Insurance Limited’s poor service following a claim under her home emergency policy. What happened Mrs D discovered a leak in her home and contacted BG. It sent an engineer who diagnosed that the leak was causing damp, was located ... (3 pages)View decision -
Decision Reference DRN-3810885
28 Nov 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3810885 The complaint Mr D complains The Royal Bank of Scotland Plc (RBS) wouldn’t accept a Continuing Power of Attorney (CPOA) from him. Mr D brings this complaint with the assistance of his attorneys who are also his parents. For ease of read I shall mostly refer to these representat... (4 pages)View decision -
Decision Reference DRN-3824613
28 Nov 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-3824613 The complaint Mrs B complains about the very poor service she has received from The Prudential Assurance Company Limited (Prudential). In particular, she says it provided her with incorrect information about her pension on several occasions and this led her to delay taking her ... (8 pages)View decision -
Decision Reference DRN-3807905
28 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3807905 The complaint N, a limited company, complains that HSBC UK Bank Plc didn’t return money from its closed account and respond to contact about this. What happened HSBC decided to close N’s account. The account was due to be closed on 12 December 2019, but this was delayed until 1... (5 pages)View decision -
Decision Reference DRN-3661911
28 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3661911 The complaint Miss X complains that Monzo Bank Ltd (“Monzo”) failed to action a chargeback in time. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my reasons for my decision. What I’ve ... (2 pages)View decision
