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-4005798
10 May 2023 HSBC Life (UK) Limited UpheldInsuranceDRN-4005798 The complaint Mrs W complains that HSBC Life (UK) unfairly stopped her group income protection benefit. What happened Mrs W benefits from a group income protection policy, underwritten by HSBC Life and provided by her employer. She became absent from work in January 2022 follow... (3 pages)View decision -
Decision Reference DRN-4114204
10 May 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4114204 The complaint Mr and Mrs M are unhappy that Great Lakes Insurance SE (Great Lakes) declined their travel insurance claim. Any reference to Great Lakes includes all its agents. What happened Mr and Mrs M took out an annual multi-trip travel insurance policy which started on 26 N... (2 pages)View decision -
Decision Reference DRN-4089342
10 May 2023 JFP Financial Services Ltd UpheldPensions and AnnuitiesDRN-4089342 The complaint Mr B complains about the advice given by JFP Financial Services Ltd (‘JFP’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a financi... (11 pages)View decision -
Decision Reference DRN-4120405
10 May 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4120405 The complaint Mrs R complains that a car she acquired with credit from Mercedes-Benz Financial Services UK Limited (MBFS) wasn’t of satisfactory quality. What happened Mrs R entered into a credit agreement with MBFS on 27 May 2021 to acquire a new car. The credit to buy the car... (4 pages)View decision -
Decision Reference DRN-4070818
10 May 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4070818 The complaint Ms M is unhappy with the way Royal & Sun Alliance Insurance Limited (RSA) handled her claim under her home emergency policy for a broken boiler and faulty toilet. Reference to RSA’s actions includes those of its agents. What happened Briefly, Ms M made two cla... (3 pages)View decision -
Decision Reference DRN-4115323
10 May 2023 Aviva Insurance Limited UpheldInsuranceDRN-4115323 The complaint Miss N and Mr P are unhappy that Aviva Insurance Limited declined a claim made on their travel insurance policy. What happened Miss N and Mr P were due to travel abroad with their daughter on 12 March 2020, returning 16 March 2020. They were due to stay at a theme... (4 pages)View decision -
Decision Reference DRN-4121938
10 May 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4121938 The complaint Mrs W says National Westminster Bank Plc (“NatWest”) acted unfairly by continuing to allow the use of her overdraft facility when there were clear signs of financial difficulty. She says the fees and charges added to the account made her position significantly wor... (3 pages)View decision -
Decision Reference DRN-4080923
10 May 2023 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4080923 The complaint Mr S complains about the quality of a car he has been financing through an agreement with Moneybarn No. 1 Limited, who I’ll call “Moneybarn”. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’... (2 pages)View decision -
Decision Reference DRN-4121383
10 May 2023 Covea Insurance plc UpheldInsuranceDRN-4121383 The complaint Mr P has complained that Covea Insurance Plc avoided (treated it as if it never existed) his motor insurance policy and refused to pay his claim. What happened Mr P took out a motor insurance policy with Covea through a broker. When the named driver on his policy ... (4 pages)View decision -
Decision Reference DRN-4121799
10 May 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4121799 The complaint Miss B has complained that Bank of Scotland plc trading as Halifax (“Halifax”) acted irresponsibly by increasing her overdraft limit and continuing to apply charges to her account when it should have realised her finances had gotten worse and she was no longer abl... (4 pages)View decision
