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 128085 results
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Decision Reference DRN-4099311
14 Jun 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4099311 The complaint Mrs H has complained about Casualty & General Insurance Company (Europe) Ltd (C&G). She isn’t happy that it turned down her claim under her pet insurance policy. What happened Mrs H made a claim under her pet insurance policy. Her pet had become unwell and... (2 pages)View decision -
Decision Reference DRN-4114399
14 Jun 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4114399 The complaint Mr and Mrs M have complained about the way Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with their claim. All references to Admiral include any agents acting on its behalf. What happened Mr and Mrs M have a travel insurance policy, underwritten by Admir... (2 pages)View decision -
Decision Reference DRN-4164626
14 Jun 2023 Ageas Insurance Limited UpheldInsuranceDRN-4164626 The complaint Mr H complains about how Ageas Insurance Limited (“Ageas”) handled a claim on his motor insurance policy. What happened Mr H had a motor insurance policy with Ageas covering his car. In November 2021 he was involved in a collision with a third party on a roundabou... (3 pages)View decision -
Decision Reference DRN-4182970
14 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4182970 The complaint Miss M complains that Aviva Insurance Limited is responsible for damage in connection with a claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a car made by a Japanese manufacturer and first registered in Septe... (4 pages)View decision -
Decision Reference DRN-4181134
14 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4181134 The complaint ‘A’, a limited company, complains that HSBC UK Bank Plc allowed duplicate international payments and that it provided poor customer service and misleading information. What happened A says it wanted to make one payment of Euro 852 to a supplier abroad. It made tha... (4 pages)View decision -
Decision Reference DRN-4179741
14 Jun 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4179741 The complaint Mr M complains that Loans 2 Go Limited lent to him when it shouldn’t have. What happened I Issued a provisional decision in May 2023 where I set out a detailed background to this complaint. That decision should be read in conjunction with this as it forms part of ... (3 pages)View decision -
Decision Reference DRN-3452767
14 Jun 2023 TenetConnect Limited UpheldPensions and AnnuitiesDRN-3452767 The complaint Mr C complains about the advice given by TenetConnect Limited (‘Tenet’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He thinks the advice may have been unsuitable for him and has... (12 pages)View decision -
Decision Reference DRN-4119609
14 Jun 2023 Euroins AD UpheldInsuranceDRN-4119609 The complaint Mrs A and Mr R complain that Euroins AD has unfairly declined the medical expenses claim they made under their travel insurance policy. Any reference to Euroins also includes its agents. What happened Mrs A and Mr R took out an annual multi trip travel insurance p... (3 pages)View decision -
Decision Reference DRN-3879477
14 Jun 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3879477 The complaint Mr M complains that Barclays Bank UK PLC delayed his application for further borrowing by asking for the completion of unnecessary documentation and, in doing so, denied him of the mortgage rate he wanted. What happened Mr M held a mortgage with Barclays on his sh... (4 pages)View decision -
Decision Reference DRN-4036215
14 Jun 2023 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4036215 The complaint Miss P has complained about the way her insurer Watford Insurance Company Limited dealt with a claim made under her car insurance policy. All reference to the insurer Watford in my decision includes its agents. What happened In July 2022 Miss P’s named driver was ... (3 pages)View decision