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-4003159
8 Mar 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4003159 The complaint Mr W complains Aviva Life and Pensions Limited gave him incorrect information about his pension policies which led him to paying more tax than he should have done. What happened Mr W had a number of workplace pension policies from his employment with firm S. These... (6 pages)View decision -
Decision Reference DRN-4010039
8 Mar 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4010039 The complaint Mr W complains that Inter Partner Assistance SA (IPA) have not paid a claim made under the gadget cover section of his travel insurance policy. Any reference to IPA also includes its agents. What happened In summary Mr W’s mobile phone was stolen when he was mugge... (2 pages)View decision -
Decision Reference DRN-4010715
8 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4010715 The complaint A company, which I’ll refer to as R, complains that HSBC UK Bank Plc wrongly prevented access to its bank account. Ms M, who is now a director of R, complains on its behalf. What happened Ms M told us: She and her late partner, Mr E, set up R together. Up until h... (4 pages)View decision -
Decision Reference DRN-4010634
8 Mar 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4010634 The complaint Mr F and Mrs H complain about the way Great Lakes Insurance SE has settled a claim Mr F made on a travel insurance policy. As Mr F made the claim and brought the complaint, I’ll refer only to him throughout this decision. What happened The background to this compl... (4 pages)View decision -
Decision Reference DRN-3781008
8 Mar 2023 White Horse Insurance Ireland dac UpheldInsuranceDRN-3781008 The complaint Mr and Mrs O complain that White Horse Insurance Ireland dac (“White Horse”) hasn’t fairly settled their wedding insurance claim. Any reference in this final decision to Mr and Mrs O or White Horse includes its respective representatives and agents unless specifie... (4 pages)View decision -
Decision Reference DRN-3998940
8 Mar 2023 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-3998940 The complaint Mrs N complains about the actions of The Royal Bank of Scotland Plc (‘RBS’) when she informed it that lending may have been fraudulently taken out in her name. What happened The circumstances of this complaint are well known to both parties, so I’ll only include a... (6 pages)View decision -
Decision Reference DRN-3973787
8 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3973787 The complaint Mr H says that when he needed a cracked windscreen to be replaced shortly after a new windscreen had been fitted, Admiral Insurance (Gibraltar) Limited and its agent provided poor service to him. What happened Mr H’s windscreen was replaced by Admiral’s agent (‘fi... (2 pages)View decision -
Decision Reference DRN-3862781
8 Mar 2023 TBO Services Limited UpheldInsuranceDRN-3862781 The complaint Mr C has complained that he was mis-sold a business insurance policy by TBO Services Limited, trading as The Insurance Octopus (“TBO”). What happened In 2020, Mr C made a claim under the policy sold to him by TBO. That claim was eventually settled but not for the ... (3 pages)View decision -
Decision Reference DRN-4010414
8 Mar 2023 TBO Services Limited UpheldInsuranceDRN-4010414 The complaint Mr C has complained that he was mis-sold a business insurance policy by TBO Services Limited, trading as The Insurance Octopus (“TBO”). What happened Mr C first took out his business insurance cover through TBO in 2017. He made a claim in March 2020 for losses ari... (4 pages)View decision -
Decision Reference DRN-3957234
8 Mar 2023 Fortrade Limited UpheldInvestmentsDRN-3957234 The complaint Mr G complains about Fortrade Limited’s decision to allow him to trade Contracts for Differences (CFDs). What happened In March 2020 Mr G opened an account with Fortrade. Before allowing Mr G to trade CFDs, Fortrade needed to satisfy itself that Mr G had the neces... (9 pages)View decision
