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
-
Decision Reference DRN-4154802
24 Aug 2023 AWP P&C SA UpheldInsuranceDRN-4154802 The complaint Miss J is unhappy with AWP P&C SA’s (AWP) decision to decline a claim made under her home emergency policy. What happened In March 2022, Miss J found a water leak which was caused damage to her boiler and meant she was without heating and hot water. Miss J int... (3 pages)View decision -
Decision Reference DRN-3753608
24 Aug 2023 HSBC Trust Company (UK) Ltd UpheldInvestmentsDRN-3753608 The complaint Mrs M complains HSBC Trust Company (UK) Ltd (HSBC) recommended a flexible with- profits bond which was too low risk and failed to place it in trust. What happened Mr and Mrs M were recommended the bond in July 2001 by HSBC after receiving a payment from a separate... (4 pages)View decision -
Decision Reference DRN-4252983
24 Aug 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4252983 The complaint Mrs N holds an account with Wise Payments Ltd. She was a victim of fraud. After travelling abroad, she returned to the UK in November 2020. In March 2021, the fraudster called her. He pretended to be from the UK Home Office. The fraudster persuaded Mrs N that she ... (5 pages)View decision -
Decision Reference DRN-4296997
24 Aug 2023 UNUM Limited UpheldInsuranceDRN-4296997 The complaint Mrs R is unhappy that UNUM Limited declined a claim she made on her employer’s group income protection policy. What happened Mrs R is unhappy that UNUM have declined her claim and with the service she received. Mrs R became absent from work in November 2021. She r... (3 pages)View decision -
Decision Reference DRN-4316190
23 Aug 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4316190 The complaint Miss A and Mr M complain that AXA Insurance UK Plc hasn’t acted to expedite repairs to their car following a claim made on their motor insurance policy. Miss A is represented in this matter by Mr M, a named driver on her policy. What happened Mr M complains that, ... (4 pages)View decision -
Decision Reference DRN-4285746
23 Aug 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4285746 The complaint Mr and Mrs M have complained that AA Underwriting Insurance Company Limited (‘AA’) declined a claim under their home insurance policy after a leak occurred at their home. What happened Mr and Mrs M suffered an escape of water from a pipe feeding the shower in thei... (5 pages)View decision -
Decision Reference DRN-4273794
23 Aug 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4273794 The complaint Ms S complains that Clydesdale Bank Plc (trading as Virgin Money) was irresponsible to lend to her. What happened Ms S applied for a credit card with Virgin Money on 5 December 2021 and was approved for a credit limit of £3,200. Ms S says that she had a County Cou... (3 pages)View decision -
Decision Reference DRN-4240195
23 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4240195 The complaint Miss C complained that she didn’t receive a refund from Admiral Insurance (Gibraltar) Limited (‘Admiral’) when she cancelled her home insurance policy. What happened Miss C cancelled her insurance with Admiral because she no longer needed the policy. Admiral agree... (2 pages)View decision -
Decision Reference DRN-4237661
23 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4237661 The complaint Ms D complains that HSBC UK Bank Plc failed to add a reference number to a transfer of £5,000 from her account to her husband’s account which was held with a different provider this led to the funds not arriving. Ms D is also unhappy with issues that she was havin... (2 pages)View decision -
Decision Reference DRN-4316054
23 Aug 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4316054 The complaint Mr B, represented by his court appointed deputy, Mr W, has complained about his home insurer Accredited Insurance (Europe) Ltd (AIE) in relation to a claim he made following a flood at his home. The court has appointed two deputies to act for Mr B in respect of fi... (7 pages)View decision