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 121877 results
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Decision Reference DRN-3836683
19 Dec 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3836683 The complaint Mrs P has complained about the way AA Underwriting Insurance Company Limited handled a claim she made under her home insurance policy for damage caused by a storm. What happened Your text here In February 2022 Mrs P’s home was damaged by a named storm. Mrs P was r... (3 pages)View decision -
Decision Reference DRN-3420448
19 Dec 2022 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3420448 The complaint Mr D complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (42 pages)View decision -
Decision Reference DRN-3820905
19 Dec 2022 HFC Bank Limited UpheldInsuranceDRN-3820905 The complaint Miss W complains that HFC Bank Limited mis-sold payment protection insurance (‘PPI’) to her alongside a credit card in 2002. What happened Our adjudicator didn’t think PPI had been mis-sold. She said there wasn’t enough information or evidence to conclude that HFC... (3 pages)View decision -
Decision Reference DRN-3856842
19 Dec 2022 Highway Insurance Company Limited UpheldInsuranceDRN-3856842 The complaint Mr C complains that Highway Insurance Company Limited declined his claim on his commercial motor insurance policy following the theft of his van. What happened Mr C told Highway that his van had been stolen whilst its door was open, but the keys were still in his ... (2 pages)View decision -
Decision Reference DRN-3865134
19 Dec 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3865134 The complaint Mr S is unhappy Transunion International UK Limited recorded incorrect information on his credit file. What happened Mr S says he started work with a firm in September 2021 – this work involved Mr S supplying a service to the firm through his limited company. Soon... (4 pages)View decision -
Decision Reference DRN-3785980
19 Dec 2022 PSA Finance UK Limited UpheldConsumer CreditDRN-3785980 The complaint Miss M complains that PSA Finance UK Limited (“PSA”) irresponsibly granted her a loan she couldn’t afford to repay. What happened In March 2019 Miss M acquired a car and financed the deal through a conditional sale agreement with PSA. She was required to make 60 m... (3 pages)View decision -
Decision Reference DRN-3634361
19 Dec 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3634361 The complaint Mr P is unhappy that Union Reiseversicherung AG hasn’t settled a claim he made on his travel insurance policy. What happened In 2017 Mr P was involved in two separate accidents which led to him receiving hospital treatment in the USA. Mr P successfully claimed on ... (4 pages)View decision -
Decision Reference DRN-3862376
19 Dec 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3862376 The complaint Mrs S complains that Admiral Insurance (Gibraltar) Limited mishandled her claim on her motor insurance policy. Where I refer to Admiral, I refer to the above-named insurance company and I include its repairer and others insofar as I hold Admiral responsible for th... (4 pages)View decision -
Decision Reference DRN-3846429
19 Dec 2022 HSBC UK Bank Plc UpheldMortgagesDRN-3846429 The complaint Mr W complains about the way that HSBC UK Bank Plc has dealt with him when he voluntarily surrendered the property he had mortgaged with it. What happened Mr W had a mortgage with HSBC. He wanted to voluntarily surrender the property as he wasn’t able to work beca... (3 pages)View decision -
Decision Reference DRN-3604083
19 Dec 2022 Barclays Bank UK PLC UpheldConsumer CreditDRN-3604083 The complaint Miss B is unhappy with how Barclays Bank UK PLC (Barclays) have treated her in relation to a personal loan. What happened The personal loan In January 2019, Miss B took out a personal loan for £21,000. The term of the loan was for 78 months and Miss B made repayme... (7 pages)View decision
