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 125363 results
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Decision Reference DRN-4150871
26 May 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4150871 The complaint Miss E has complained that Royal & Sun Alliance Insurance Limited (RSA) voided her home insurance policy and declined to pay a claim. What happened Miss E contacted RSA to make a claim following a burglary at her home. RSA investigated the claim and accepted t... (6 pages)View decision -
Decision Reference DRN-4069664
26 May 2023 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-4069664 The complaint Mrs H complains she was misadvised to take out a Free Standing Additional Voluntary Contribution pension policy (FSAVC) by Zurich Assurance Ltd (Zurich) then trading as Allied Dunbar. She wants to be put back in the position she should have been in. Mrs H is repre... (6 pages)View decision -
Decision Reference DRN-4107653
26 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4107653 The complaint Mr B has complained that NewDay Ltd trading as Aqua won’t reimburse him money he paid for goods he says weren’t received. What happened Mr B paid £171.20 to an online merchant in October 2022 using his Aqua credit card. He disputed the transaction with Aqua the fo... (3 pages)View decision -
Decision Reference DRN-3950243
26 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3950243 The complaint Mr C complains that when his dog had surgery Casualty & General Insurance Company (Europe) Ltd made deductions from his vet’s bill, as they said they’d only cover the market average amount of general anaesthetic. And they refused to cover the cost of fluid the... (4 pages)View decision -
Decision Reference DRN-4058853
26 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4058853 The complaint Mr F is unhappy with the actions of HSBC UK Bank Plc, trading as first direct (“First Direct”), after he was the victim of a theft while abroad resulting in his wallet and phone being stolen, and his bank card being used for three transactions without his permissi... (4 pages)View decision -
Decision Reference DRN-4154968
26 May 2023 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4154968 The complaint Mrs A complains that she was mis-sold a free standing additional voluntary contribution (FSVAC) pension plan by The Royal London Mutual Insurance Society Limited. She complained that she would instead have purchased her occupational pension scheme’s (OPS) added ye... (5 pages)View decision -
Decision Reference DRN-3778976
26 May 2023 Gain Credit LLC UpheldConsumer CreditDRN-3778976 The complaint Mrs T, through her representative, complains she took a credit facility from Gain Credit LLC, trading as Drafty, and that it lent to her when she could not afford it. What happened Drafty offered a credit facility which commenced with a limit being determined and ... (4 pages)View decision -
Decision Reference DRN-4074304
26 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4074304 The complaint Miss H has complained HSBC UK Bank plc provided inadequate compensation following costs she incurred after being a victim of fraud. What happened In August 2021 Miss H’s account with HSBC was compromised. Three payments and two internal transfers – from her childr... (3 pages)View decision -
Decision Reference DRN-4149695
26 May 2023 Northern Bank Limited UpheldBanking and PaymentsDRN-4149695 The complaint Miss M has complained Northern Bank Limited, trading as Danske Bank won’t refund money she lost from her accounts as a result of a scam. What happened In 2021 Miss M received a call from someone stating they were from her bank, Danske. The number they were calling... (4 pages)View decision -
Decision Reference DRN-4075961
26 May 2023 City Financial Planning Ltd UpheldPensions and AnnuitiesDRN-4075961 The complaint Mrs S complained that she was given unsuitable advice to transfer her deferred defined benefit (DB) Occupational Pension Scheme, to a type of personal pension plan recommended to her by a financial adviser. She further complained that in the same transaction, she ... (14 pages)View decision
