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-3719256
9 Nov 2022 QIC Europe Ltd UpheldInsuranceDRN-3719256 The complaint Miss S has complained that QIC Europe Ltd (QIC) unfairly declined a claim for storm damage under a home insurance policy. What happened Miss S contacted QIC to make a claim for storm damage to her roof. QIC arranged for a surveyor to visit, who decided that the st... (4 pages)View decision -
Decision Reference DRN-3798134
9 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3798134 The complaint Miss B complains that HSBC UK Bank Plc won’t reimburse funds she lost when she fell victim to an investment scam. What happened I issued a provisional decision on this case on 12 October 2022. I’ve copied the content of that document below: Miss B saw an advert fo... (5 pages)View decision -
Decision Reference DRN-3438086
9 Nov 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3438086 The complaint Mr B is unhappy about the time taken by American Express Services Europe Limited (“AESEL”) to consider a claim he made for flights paid on his credit card. What happened Mr B purchased flights for around £200, through a company I’ll refer to as “S” using his AESEL... (3 pages)View decision -
Decision Reference DRN-3798416
9 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3798416 The complaint Ms H complains that Monzo Bank Ltd won’t refund the money she lost to an investment scam. Miss H is represented by a third party in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments it has made as being made by Ms H hersel... (5 pages)View decision -
Decision Reference DRN-3775130
9 Nov 2022 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-3775130 The complaint Mr W complains about the sale of a Free Standing Additional Voluntary Contributions plan (FSAVC) by Scottish Widows Limited (Scottish Widows) in 1998. He is represented by a claims management company (CMC). It says the plan was unsuitable for Mr W and he has lost ... (8 pages)View decision -
Decision Reference DRN-3665631
9 Nov 2022 Vitality Health Limited UpheldInsuranceDRN-3665631 The complaint Mr B has complained about the way Vitality Health Limited (‘Vitality’) dealt with his claim. What happened Mr and Mrs B have a private medical insurance policy underwritten by Vitality on a moratorium basis, which started on 1 May 2021. On 2 May 2021 Mr B twisted ... (3 pages)View decision -
Decision Reference DRN-3574756
9 Nov 2022 Interactive Investor Services Limited UpheldInvestmentsDRN-3574756 The complaint Mr W complains Interactive Investor Services Limited (“IISL”) unnecessarily delayed his application to transfer his ISA to a third-party provider. As a result, he says he lost the opportunity to invest and asks to be compensated for that loss. What happened I set ... (3 pages)View decision -
Decision Reference DRN-3784200
9 Nov 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3784200 The complaint Mr B complains that Loans 2 Go Limited (“L2G”) was irresponsible to lend to him as the loan was unaffordable. What happened L2G agreed a loan of £420 for Mr B in February 2022. He owed £1,554 in total, to be repaid at £86 a month over 18 months (all figures rounde... (3 pages)View decision -
Decision Reference DRN-3685030
9 Nov 2022 BUPA Insurance Limited UpheldInsuranceDRN-3685030 The complaint Mrs B complains about BUPA Insurance Limited’s actions when renewing her policy. What happened Mrs B has a private medical insurance policy with BUPA. Following a renewal notification she contacted it to ask for some medical exclusions to be removed. And BUPA expl... (2 pages)View decision -
Decision Reference DRN-3666429
9 Nov 2022 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-3666429 The complaint Mr F complains about the advice given by Inspiration Financial Management Ltd to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a finan... (14 pages)View decision
