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 128535 results
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Decision Reference DRN-4209302
4 Sep 2023 QIC Europe Ltd UpheldInsuranceDRN-4209302 The complaint A limited company, that I will refer to as N, complains about the settlement, by QIC Europe Ltd of its business interruption insurance claim, made as a result of the COVID-19 pandemic. What happened The following is intended as a brief summary of the key events re... (4 pages)View decision -
Decision Reference DRN-4212663
4 Sep 2023 QIC Europe Ltd UpheldInsuranceDRN-4212663 The complaint A limited company, that I will refer to as N, complains about the settlement, by QIC Europe Ltd of its business interruption insurance claim, made as a result of the COVID-19 pandemic. What happened The following is intended as a brief summary of the key events re... (4 pages)View decision -
Decision Reference DRN-4326087
4 Sep 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4326087 The complaint Mrs S and Mr S complain about Lloyds Bank General Insurance Limited (“LBI”) and their refusal to pay for her undamaged tiles in her bathroom to be replaced. Mrs S has acted as the main representative during the claim and complaint process. So, for ease of referenc... (4 pages)View decision -
Decision Reference DRN-4291088
4 Sep 2023 Amtrust Europe Limited UpheldInsuranceDRN-4291088 The complaint Mr M complains about Amtrust Europe Limited’s decision to decline a claim made under his furniture insurance policy and about delays in the processing of the claim. What happened The background to this complaint is well known to both parties, so I’ll provide only ... (3 pages)View decision -
Decision Reference DRN-4136137
4 Sep 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4136137 The complaint Miss W is unhappy with how BMW Financial Services(GB) Limited (‘BMWFS’) administered her hire purchase agreement and recorded information on her credit file. What happened In March 2019 Miss W acquired a used car funded in part by a hire purchase agreement with BM... (6 pages)View decision -
Decision Reference DRN-4310648
4 Sep 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4310648 The complaint Mr and Mrs M are unhappy with the way in which their claim has been handled by Great Lakes Insurance SE after making a claim on their travel insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t rep... (3 pages)View decision -
Decision Reference DRN-4106216
4 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4106216 The complaint Mr R complains that HSBC UK Bank Plc failed to correctly update his phone number which led to private information being shared with a third party. What happened Mr R has an account with HSBC and was set up to receive account information, like weekly mini statement... (2 pages)View decision -
Decision Reference DRN-4181560
4 Sep 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4181560 The complaint Ms G complains that Mulsanne Insurance Company Limited declined her claim made on her motor insurance policy after she had an accident whilst driving her parents’ campervan. She wants it to pay the claim. What happened Ms G had an accident when she was driving he... (2 pages)View decision -
Decision Reference DRN-4045216
4 Sep 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4045216 The complaint T, a limited company, has complained Starling Bank Limited won’t refund money they lost from their account as the result of a scam. T are represented in their complaint by Mr W. What happened Mr W holds both a personal and business account (in the name of T) with ... (3 pages)View decision -
Decision Reference DRN-4330642
4 Sep 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4330642 The complaint Mr M complains about the way Marks & Spencer Financial Services Plc (M&S) administered his credit card after agreeing a payment plan. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said:... (3 pages)View decision