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 125400 results
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Decision Reference DRN-4000705
10 Mar 2023 Calpe Insurance Company Limited UpheldInsuranceDRN-4000705 The complaint Mr K complains Calpe Insurance Company Limited (Calpe) unfairly recorded claims against his motor insurance policy which affected the premiums of new policies. There are several parties and representatives of Calpe involved throughout the complaint but for the pur... (2 pages)View decision -
Decision Reference DRN-3933125
10 Mar 2023 QIC Europe Ltd UpheldInsuranceDRN-3933125 The complaint Mr and Mrs M are unhappy with the way QIC Europe Ltd handled a claim they made for water damage under their home insurance policy. Reference to QIC includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, so I’l... (3 pages)View decision -
Decision Reference DRN-3921664
10 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3921664 The complaint Mr N complains that Monzo Bank Ltd (“Monzo”) have unfairly refused to refund money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. In summary, Mr N’s wif... (3 pages)View decision -
Decision Reference DRN-4000356
10 Mar 2023 Building Block Insurance PCC Ltd UpheldInsuranceDRN-4000356 The complaint Miss R complains Building Block Insurance PCC Ltd (BBI) caused damage to the spare tyre locking mechanism in the boot of her car. There are several parties and representatives of BBI involved throughout the complaint but for the purposes of this complaint I’m only... (3 pages)View decision -
Decision Reference DRN-3999390
10 Mar 2023 QIC Europe Ltd UpheldInsuranceDRN-3999390 The complaint Mr R complains as a representative of T, a business, about the handling of its claim by its commercial insurer, QIC Europe Limited and agents. References to QIC include its agents. What happened I set out the background to the complaint within my provisional decis... (6 pages)View decision -
Decision Reference DRN-4014057
10 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4014057 The complaint Mr N has complained that HSBC UK Bank Plc has unreasonably and unfairly refused to refund him £4,000 which was transferred out of his bank account on 3 June 2022 when his phone was stolen when he was abroad. Mr N states he didn’t authorise the two transactions one... (3 pages)View decision -
Decision Reference DRN-3873070
10 Mar 2023 British Friendly Society Limited UpheldInsuranceDRN-3873070 The complaint Mr L complains that British Friendly Society Limited (hereafter “British Friendly”) said he misrepresented his position when applying for his income protection policy. What happened Mr L, a pilot, purchased a British Friendly income protection policy in June 2019.... (4 pages)View decision -
Decision Reference DRN-3960970
10 Mar 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3960970 The complaint Mr C complains about the way Tesco Personal Finance PLC trading as Tesco Bank dealt with a payment he made using a credit card. Mr C also complains that Tesco Bank discriminated against him and failed to make reasonable adjustments. What happened Last year, Mr C m... (4 pages)View decision -
Decision Reference DRN-3616581
10 Mar 2023 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-3616581 The complaint Mr M complains that systems problems experienced by The Royal London Mutual Insurance Society Limited (“Royal London”) meant that he was unable to obtain a valuation of his pension investments, or make changes to those investments, for an extended period of time. ... (3 pages)View decision -
Decision Reference DRN-3962762
10 Mar 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-3962762 The complaint Mr B’s complaint is about his Scottish Widows Limited personal pension. Mr B originally complained because he hadn’t received a clear explanation from Scottish Widows as to why it hadn’t taken a pension payment from his bank account since 2019. It has subsequently... (4 pages)View decision
