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-4260993
24 Jul 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4260993 The complaint Mr C and Miss H complain that Great Lakes Insurance SE won’t pay their travel insurance claim and about its service. What happened Mr C and Miss H had a single trip travel insurance policy, Great Lakes was the insurer. Their flight from a UK airport to Frankfurt a... (5 pages)View decision -
Decision Reference DRN-4262701
24 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4262701 The complaint Mr M complains about Aviva Insurance Limited (“Aviva”) for declining his home insurance claim, based upon a video call assessment. He wants Aviva to settle his claim and reimburse his costs. What happened Mr M insured his home with Aviva. His policy included cover... (3 pages)View decision -
Decision Reference DRN-4261967
24 Jul 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4261967 The complaint Ms B is unhappy with ReAssure Limited’s confusing and contradictory messages regarding the value of her pension, and their refusal to honour a minimum pension payment that she felt her policy entitled her to. Ms B has been represented by a financial advisor throug... (6 pages)View decision -
Decision Reference DRN-4192414
24 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4192414 The complaint Miss P has complained that HSBC UK Bank Plc (HSBC) has refused to refund her the money she lost as a result of a scam. While HSBC initially credited the lost funds to Miss P’s account, they later debited the funds following the results of their investigations. HSB... (5 pages)View decision -
Decision Reference DRN-4249114
24 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4249114 The complaint Mrs K has complained that Santander UK Plc (Santander) has refused to refund the money she lost falling victim to a scam. Mrs K is being represented by a third party. To keep things simple, I will refer to Mrs K throughout my decision. What happened The background... (3 pages)View decision -
Decision Reference DRN-3822243
24 Jul 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3822243 The complaint Mr W complains that Great Lakes Insurance SE declined his pet insurance claim. My references to Great Lakes include its agents. What happened In June 2021 Mr W bought a pet insurance policy on-line for his and his partner’s dogs. He bought the optional add on of ‘... (4 pages)View decision -
Decision Reference DRN-4248099
24 Jul 2023 Oodle Financial Services Limited UpheldConsumer CreditDRN-4248099 The complaint Mr B complains that a used vehicle supplied by Oodle Financial Services Limited (trading as Oodle Car Finance) under a finance agreement was of unsatisfactory quality. What happened On 3 November 2020, Mr B acquired a van with a hire purchase agreement (HPA) from ... (7 pages)View decision -
Decision Reference DRN-4261229
24 Jul 2023 abrdn Fund Managers Limited UpheldPensions and AnnuitiesDRN-4261229 The complaint Mr M says Aberdeen Standard Fund Managers Limited (‘ASFML’) is responsible for the delay in liquidating his fund holding and remitting the proceeds to his Self-Invested Personal Pension (‘SIPP’). ASFML disagrees. It says it did not delay the liquidation and did no... (10 pages)View decision -
Decision Reference DRN-3987052
24 Jul 2023 Oplo PL Ltd UpheldConsumer CreditDRN-3987052 The complaint Mr W complains that Oplo PL Limited won’t refund to him the money that he paid for some holiday club membership points. He’s being represented in his complaint by a claims management company. What happened Mr W and his wife had purchased a total of 350,001 members... (4 pages)View decision -
Decision Reference DRN-4090750
24 Jul 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4090750 The complaint Mrs B complains Nationwide Building Society unfairly blocked her account, she was made to feel like she was a criminal, and she was put to unnecessary inconvenience. She says this made her underlying health conditions worse and she wants compensation. What happene... (5 pages)View decision