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 125299 results
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Decision Reference DRN-3819156
24 May 2023 QIC Europe Ltd UpheldInsuranceDRN-3819156 The complaint Miss T complains that QIC Europe Ltd has turned down a claim for storm damage she made on a home insurance policy. What happened The background to this complaint is well-known to both parties, so I’ve simply set out a summary of what I think are the key events. In... (5 pages)View decision -
Decision Reference DRN-4063136
24 May 2023 ATLANTA 1 INSURANCE SERVICES LIMITED UpheldInsuranceDRN-4063136 The complaint Mr A complains that ATLANTA 1 INSURANCE SERVICES LIMITED trading as Mackenzie Hodgson mis-sold him a personal accident policy. What happened Mr A was involved in an accident when riding his motorbike. He’d purchased a personal accident policy but had multiple issu... (4 pages)View decision -
Decision Reference DRN-4144803
24 May 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4144803 The complaint Miss G complains about Haven Insurance Company Limited and the way they handled the claim she made, following damage to her car while it was parked. What happened Miss G held a motor insurance policy, underwritten by Haven. Unfortunately, in early November, Miss G... (4 pages)View decision -
Decision Reference DRN-4149496
24 May 2023 U K Insurance Limited UpheldInsuranceDRN-4149496 The complaint Mr H is unhappy UK Insurance Limited (UKI) decided to issue a cash settlement for the remaining repair work at his property, following damage caused by subsidence, claimed for under his home insurance policy. UKI appointed various agents to work on its behalf when... (6 pages)View decision -
Decision Reference DRN-4149467
24 May 2023 QIC Europe Ltd UpheldInsuranceDRN-4149467 The complaint Mr and Mrs C are unhappy with the way QIC Europe Ltd has handled a claim they made for suspected subsidence and with how it has been recorded on external databases. What happened In August 2021, Mr and Mrs C made a claim to their home insurance provider – QIC – fo... (4 pages)View decision -
Decision Reference DRN-4100198
23 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4100198 The complaint Mr K complains about the way HSBC UK Bank Plc (‘HSBC’) handled a dispute about a payment he made using his credit card. What happened Mr K bought flights using his HSBC credit card. However, the flights were impacted by the global Covid-19 pandemic, and he was inf... (3 pages)View decision -
Decision Reference DRN-3896543
23 May 2023 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-3896543 The complaint Mr and Mrs R are unhappy with the service they received from The Royal Bank of Scotland Plc (“RBS”) in relation to a loan application. What happened In August 2022 Mr and Mrs R applied for a loan with RBS online. Paperwork was sent out for them to sign, which was ... (5 pages)View decision -
Decision Reference DRN-4108127
23 May 2023 Magus Private Wealth Limited UpheldInsuranceDRN-4108127 The complaint Mr T complains that Magus Private Wealth Limited failed to give him appropriate advice regarding his protection insurance cover. What happened In 2013, Mr T took out income protection cover on Magus’s advice. This was taken out on a ‘working tasks’ incapacity defi... (4 pages)View decision -
Decision Reference DRN-3775962
23 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3775962 The complaint R complains that HSBC UK Bank Plc closed its account despite its director being told a safeguard review had been successfully completed. R is represented by its director Mr B. What happened HSBC wrote to Mr B in June 2020 asking him to provide information for a sa... (3 pages)View decision -
Decision Reference DRN-3741297
23 May 2023 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-3741297 The complaint Mrs G complains that Quilter Life & Pensions Limited caused delays when she was transferring her personal pension to it, and she lost out because the funds were invested at a later date than they should have been. What happened Mrs G’s complaint was considered... (6 pages)View decision
