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-3897491
7 Mar 2023 Society of Lloyd's UpheldInsuranceDRN-3897491 The complaint Mr and Mrs H are unhappy Society of Lloyd’s (“SOL”) has declined a claim they made under their home insurance policy for subsidence. Mr H has primarily dealt with the claim and complaint, so for ease I will refer to him only. Reference to SOL includes its agents a... (7 pages)View decision -
Decision Reference DRN-4006515
7 Mar 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4006515 The complaint Mr S complains that Mulsanne Insurance Company Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a five-door hatchback car, first registered in 2019. For the year from September 2021, Mr S ... (3 pages)View decision -
Decision Reference DRN-3975913
7 Mar 2023 Zurich Insurance PLC UpheldInsuranceDRN-3975913 The complaint Mr B has complained about the valuation Zurich Insurance PLC paid when he made a claim under his car insurance policy. Mr B is also unhappy with the delay he says Zurich caused. All reference to the underwriter Zurich in my decision includes its agents who have ac... (4 pages)View decision -
Decision Reference DRN-3999247
7 Mar 2023 Ageas Insurance Limited UpheldInsuranceDRN-3999247 The complaint Miss M complains Ageas Insurance Limited unfairly declined a loss of rent claim against her Let Property insurance policy, after her rental property was damaged by a fire. Reference to Ageas include their agents. What happened The background to the complaint is we... (2 pages)View decision -
Decision Reference DRN-3830389
7 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3830389 The complaint Ms C and Mr G complain that HSBC UK Bank Plc didn’t do enough to prevent the loss they suffered when they sent money to an HSBC account as the result of a scam. Ms C and Mr G have been helped with their complaint by a representative, Miss G. And whilst the loss co... (4 pages)View decision -
Decision Reference DRN-4003417
7 Mar 2023 PSP Wealth Management Ltd UpheldPensions and AnnuitiesDRN-4003417 The complaint Ms B complains about the advice given by PSP Wealth Management Ltd (‘PSP’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension arrangement. She says the advice was unsuitable for her and believes this has caus... (8 pages)View decision -
Decision Reference DRN-3819412
7 Mar 2023 The Royal Bank of Scotland Plc UpheldMortgagesDRN-3819412 The complaint Mr S complains that the Royal Bank of Scotland Plc (“RBS”) didn’t keep him updated about the interest rate on his mortgage and that it won’t extend its term. What happened RBS says Mr S got a 25-year interest only mortgage in 1995 when he was an RBS employee. It a... (4 pages)View decision -
Decision Reference DRN-3924670
7 Mar 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3924670 The complaint Mr B has complained about the charges that Mercedes-Benz Financial Services UK Limited, trading as MBFS, applied when he handed back a car he had acquired under a hire agreement. What happened In July 2019, Mr B entered into a hire agreement with MBFS to acquire a... (5 pages)View decision -
Decision Reference DRN-3985956
7 Mar 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3985956 The complaint Mr M complains that Bank of Scotland plc, trading as Halifax, hasn’t treated him fairly in relation to a current account cashback rewards scheme. What happened Mr M holds a current account with Halifax. Halifax runs a rewards scheme called “Cashback Extras”. The ... (2 pages)View decision -
Decision Reference DRN-3956562
7 Mar 2023 Zurich Insurance PLC UpheldInsuranceDRN-3956562 The complaint Mr C is unhappy with the service provided by Zurich Insurance PLC following a claim he made on his motorhome insurance policy. What happened Mr C took out a motorhome insurance policy with Zurich in March 2022. Mr C’s insurance was purchased through a comparison w... (3 pages)View decision
