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 121668 results
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Decision Reference DRN-3902065
17 Jan 2023 Legal and General Assurance Society Limited UpheldInvestmentsDRN-3902065 The complaint Mr P has complained about Legal and General Assurance Society Limited’s (L&G) decision to decline his claim under his life and critical illness policy. What happened Mr P was diagnosed with what his treating consultant described as a left frontal brain abscess... (8 pages)View decision -
Decision Reference DRN-3890419
17 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3890419 The complaint Miss H complains that NewDay Ltd trading as Aqua irresponsibly lent her a credit card. She says increases to the credit limit were taken out as a result of a coercive relationship. And she doesn’t think Aqua has treated her fairly in seeking to recover the debt. W... (8 pages)View decision -
Decision Reference DRN-3898669
17 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3898669 The complaint Mr W complains HSBC UK Bank Plc charged him interest on his credit card account but wouldn’t let him have a new credit card. What happened In November 2019 HSBC agreed not to charge interest on Mr W’s credit card account for six months as he was in financial diffi... (4 pages)View decision -
Decision Reference DRN-3816732
17 Jan 2023 MoneyGram International Limited UpheldBanking and PaymentsDRN-3816732 The complaint Mr W complains that MoneyGram International Limited (MoneyGram)returned two payments he wanted to send abroad but only refunded one. He would like the second payment refunded along with compensation. He would also like MoneyGram to be fined What happened The detai... (2 pages)View decision -
Decision Reference DRN-3890171
17 Jan 2023 Ageas Insurance Limited UpheldInsuranceDRN-3890171 The complaint Mr M complains that Ageas Insurance Limited (“Ageas”) have unfairly declined an accidental damage claim made under his home insurance policy. What happened The background of this complaint is well known to all parties, so I’ve summarised events. Mr M holds his ho... (2 pages)View decision -
Decision Reference DRN-3813499
17 Jan 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3813499 The complaint Mr G complains about AXA Insurance UK Plc’s (AXA) decision to decline a claim made under his buildings insurance policy. Any references to AXA include its agents. What happened In March 2022, Mr G logged a claim with AXA for storm damage to his home. AXA arranged ... (2 pages)View decision -
Decision Reference DRN-3906103
17 Jan 2023 Sainsbury's Bank Plc UpheldInsuranceDRN-3906103 The complaint Mr W has complained that Sainsburys’ Bank plc collected money from his account for three months for a home insurance policy he didn’t set up. What happened In January 2022 Sainsbury’s said there was no evidence to suggest the policy had seen set up fraudulently, s... (3 pages)View decision -
Decision Reference DRN-3788976
17 Jan 2023 Covea Insurance plc UpheldInsuranceDRN-3788976 The complaint Mrs D and Mr S’ complaint is about Covea Insurance plc’s ongoing handling of two claims made under their home insurance policy. Unless otherwise stated, all references to Covea include its appointed agents. Mrs D and Mr S’ complaint has been brought by Mr S, so fo... (13 pages)View decision -
Decision Reference DRN-3887948
17 Jan 2023 Ascot Lloyd Financial Services Limited UpheldPensions and AnnuitiesDRN-3887948 The complaint Mr H complains Ascot Lloyd Financial Services Limited (Ascot Lloyd) failed to forward documents about his Aegon pension plan to him, delaying him from taking his benefits. He also says it received commission which it wasn’t entitled to. He wants compensation for h... (9 pages)View decision -
Decision Reference DRN-3876743
17 Jan 2023 QIC Europe Ltd UpheldInsuranceDRN-3876743 The complaint Miss T has complained about the poor service she received and delays caused by QIC Europe Ltd when it dealt with a flood claim she made under her home and buildings insurance policy. All reference to the insurer QIC in my decision includes its agents. What happene... (4 pages)View decision
