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 128312 results
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Decision Reference DRN-4268607
27 Jul 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4268607 The complaint Mr and Mrs P complain about Royal & Sun Alliance Insurance Limited’s (RSA) poor communication and its decision to decline their claim for storm damage under their home buildings insurance policy. What happened In February 2022 Mr and Mrs P’s garden wall was bl... (5 pages)View decision -
Decision Reference DRN-4164229
27 Jul 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4164229 The complaint Mr Q has complained about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) had dealt with a claim under a home insurance policy. References to Admiral include companies acting on its behalf. What happened Mr Q made a claim for an escape of water at his home. ... (2 pages)View decision -
Decision Reference DRN-4267961
27 Jul 2023 esure Insurance Limited UpheldInsuranceDRN-4267961 The complaint Miss P and Mr P complain about how esure Insurance Limited (esure) has handled two claims on their home insurance policy and about the service they got from esure. Although Miss P and Mr P are joint policyholders, Mr P has been dealing with the claims and with thi... (4 pages)View decision -
Decision Reference DRN-4258256
27 Jul 2023 Pensionhelp Limited UpheldPensions and AnnuitiesDRN-4258256 The complaint Mr W complains Pensionhelp Limited gave him poor service in relation to the transfer of the benefits from his defined contribution with defined benefit (‘DB’) underpin pension scheme into a self-invested personal pension (‘SIPP’). What happened Here, I’ll set out ... (8 pages)View decision -
Decision Reference DRN-3857512
27 Jul 2023 AJ Bell Securities Limited UpheldInvestmentsDRN-3857512 The complaint Mr F complains about the transfer of his holdings by AJ Bell Securities Limited, referred to “AJB” or “the business” from a third-party business referred to as “the transferor”. To put things right, Mr F would like some meaningful compensation, and be allowed to t... (6 pages)View decision -
Decision Reference DRN-4023696
27 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4023696 The complaint Mr B complains that HSBC UK Bank Plc unfairly recorded a default against him. What happened Mr C held a credit card with HSBC. In October 2020, a payment holiday was agreed for the credit card as Mr B’s circumstances had been affected by the COVID pandemic. It app... (3 pages)View decision -
Decision Reference DRN-4237033
27 Jul 2023 HDI Global Specialty SE UpheldInsuranceDRN-4237033 The complaint Mr B complains about how HDI Global Specialty SE (HDI) has handled his claim on his pet insurance policy. What happened Mr B bought a pet insurance policy for his dog that was underwritten by HDI in May 2022. In November 2022, Mr B’s dog needed veterinary treatmen... (3 pages)View decision -
Decision Reference DRN-3996467
27 Jul 2023 Prosperity Independent Financial Advisors and Stockbrokers Limited UpheldInvestmentsDRN-3996467 The complaint Mr and Mrs W are complaining about financial advice given to them by Prosperity Independent Financial Advisors and Stockbrokers Limited trading as Prosperity Financial Advisors and Stockbrokers (Prosperity). What happened Mr and Mrs W met with their longstanding f... (6 pages)View decision -
Decision Reference DRN-4267696
27 Jul 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4267696 The complaint Mr S complains that The Co-operative Bank Plc (Co-op) made an error in the setting up of a standing order and delayed in correcting the error and getting the incorrect payments refunded. What happened In 2021 Mr S contacted Co-op to set up a standing order to pay ... (3 pages)View decision -
Decision Reference DRN-4251137
27 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4251137 The complaint Mr O complains that Monzo Bank Ltd won’t refund money he lost when he was the victim of a scam. Mr O is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key... (6 pages)View decision