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-4311742
31 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4311742 The complaint Mr A complains about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) valuation of his car following a claim under his car insurance policy. What happened Mr A says, following the theft of his car, Admiral offered him £12,097.50 to settle his claim. Mr A compla... (3 pages)View decision -
Decision Reference DRN-4327740
31 Aug 2023 Carrot Risk Technologies Ltd UpheldInsuranceDRN-4327740 The complaint Miss S complains that Carrot Risk Technologies Ltd trading as Carrot Insurance (Carrot) failed to add business miles to her car insurance policy. What happened Miss S purchased a car insurance policy via Carrot, who were acting as an intermediary. Shortly after ta... (3 pages)View decision -
Decision Reference DRN-4314821
31 Aug 2023 Quilter Cheviot Limited UpheldPensions and AnnuitiesDRN-4314821 The complaint Mr S complains that performance data provided by Quilter Cheviot Limited (Quilter) since 2010 has been incorrect. Mr S said he’d suffered a financial loss as his pension value was too low, based on Quilter’s performance figures. What happened I issued a provisiona... (14 pages)View decision -
Decision Reference DRN-4325802
31 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4325802 The complaint Mr T complains that HSBC UK Plc restricted access to his funds. He’d like the funds released and compensation for the impact on him. What happened Mr T has an account with HSBC. On 9 March 2021 HSBC were informed by another bank, I’ll call Bank R, that payments to... (4 pages)View decision -
Decision Reference DRN-4220487
31 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4220487 The complaint Mr L wasn’t happy that HSBC UK Bank Plc stopped processing a cheque he’d written, causing it to bounce. Mr L said this was inconvenient and had a negative effect on his reputation. What happened In February 2023 Mr L wrote a cheque to his builder. About a month la... (2 pages)View decision -
Decision Reference DRN-4325992
31 Aug 2023 Wakam UpheldInsuranceDRN-4325992 The complaint Mr B complains that Wakam avoided his home contents insurance policy and failed to return his insurance premiums. What happened Mr B took out a home contents insurance policy with Wakam. This was purchased online and was a non-advised sale. In August 2022 he made ... (3 pages)View decision -
Decision Reference DRN-4317473
31 Aug 2023 Euroins AD UpheldInsuranceDRN-4317473 The complaint Mrs D and Mrs M complain that Euroins AD didn’t allow them to amend their travel insurance policy. What happened Mrs D and Mrs M took out a single trip travel insurance policy on 28 March 2022 to cover a trip between 2 and 9 September 2022. The policy was underwri... (3 pages)View decision -
Decision Reference DRN-4254148
31 Aug 2023 Bank of Scotland Plc UpheldMortgagesDRN-4254148 The complaint Mr and Mrs O have complained about a mortgage they held with Bank of Scotland plc trading as Halifax. Their complaint can be summarised into the following points: The interest rate they were charged on their mortgage. How a field agent treated them in June 2019.... (10 pages)View decision -
Decision Reference DRN-4225976
31 Aug 2023 Astrenska Insurance Limited UpheldInsuranceDRN-4225976 The complaint Mr D and Ms M are unhappy with how Astrenska Insurance Limited (Collinson) handled their claim. What happened Mr D and Ms M had an annual travel insurance policy underwritten by Collinson, a trading name of Astrenska. Unfortunately, they had to cancel a planned ho... (2 pages)View decision -
Decision Reference DRN-4324546
31 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4324546 The complaint Ms C complains that Lloyds Bank PLC has failed to make reasonable adjustments in how it communicates with her. What happened Ms C holds a credit card with Lloyds. In December 2021 she received an email asking her to make a payment to the account. Ms C had previous... (3 pages)View decision