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 121876 results
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Decision Reference DRN-3939105
2 Feb 2023 QIC Europe Ltd UpheldInsuranceDRN-3939105 The complaint Mrs P and Mr P complain about how QIC Europe Ltd (QIC) dealt with a claim under their home insurance policy for damage to their property caused by bad weather. QIC use agents to administer the policy and to assess claims. Reference to QIC includes these agents. Wh... (6 pages)View decision -
Decision Reference DRN-3941453
2 Feb 2023 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-3941453 The complaint Mr M is complaining about the delays he experienced when transferring his stocks and shares ISA to Vanguard Asset Management, Ltd (‘Vanguard’). Mr M lost out financially because of those delays and the ISA funds were invested into the wrong investment and that has... (5 pages)View decision -
Decision Reference DRN-3907384
2 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3907384 The complaint Miss Y complains that Monzo Bank Ltd (“Monzo”) won’t reimburse payments sent from her account which she didn’t authorise. What happened The full details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll recap the ke... (3 pages)View decision -
Decision Reference DRN-3920696
2 Feb 2023 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-3920696 The complaint Mr D and Mr D complain about Aioi Nissay Dowa Insurance UK Limited’s actions when their car insurance policy was cancelled. What happened Mr D (son) had a car insurance policy underwritten by Aioi Nissay Dowa (AND). Mr D (father) was a named driver and paid the pr... (4 pages)View decision -
Decision Reference DRN-3869559
2 Feb 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-3869559 The complaint Mr G says that ReAssure Limited (ReAssure) is responsible for the poor administration and management of his personal pensions. Coupled with ineffective handling and communication, he says this has led to his financial detriment, inconvenience and distress. Mrs G f... (9 pages)View decision -
Decision Reference DRN-3817312
2 Feb 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3817312 The complaint A company, which I’ll refer to as D, complains about HSBC UK Bank Plc blocking access to D’s loan funds, and about it possibly disclosing D’s confidential information to a third party. Mr G, a director of D, brings the complaint on D’s behalf. What happened D had ... (4 pages)View decision -
Decision Reference DRN-3902703
2 Feb 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3902703 The complaint Miss E complains that Royal & Sun Alliance Insurance Limited (RSA) through its agents failed to deal adequately with her claim concerning an offensive smell in her property. Miss E is a vulnerable person who suffers from a disability due to her health. What ha... (3 pages)View decision -
Decision Reference DRN-3861882
2 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsPage 1 of 4The complaint Mr C complains that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) irresponsibly gave him a credit card that he couldn’t afford. What happenedIn November 2017, Mr C applied for a credit card with Barclaycard. He was given an initial credit limit of £40... (4 pages)View decision -
Decision Reference DRN-3916507
2 Feb 2023 Everyday Lending Limited UpheldConsumer CreditDRN-3916507 The complaint Mrs H (through a representative) has complained that Everyday Lending Limited trading as Everyday Loans (Everyday) was irresponsible in lending to her. What happened Mrs H was advanced two loans by Everyday and a summary of her borrowing can be found in the table ... (5 pages)View decision -
Decision Reference DRN-3757201
2 Feb 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3757201 The complaint Mr U feels that NewDay Ltd, trading as Amazon MasterCard, has treated him unfairly with regard to his credit card account. What happened Mr U had a credit card account with NewDay. Mr U has asked NewDay to challenge some transactions he made with a Merchant over a... (3 pages)View decision
