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 128312 results
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Decision Reference DRN-4126064
15 Jun 2023 QIC Europe Ltd UpheldInsuranceDRN-4126064 The complaint Mr G complains QIC Europe Ltd (“QIC”) has unfairly declined a claim he made on his buildings insurance policy for subsidence. What happened As the circumstances aren’t in dispute, I’ll summarise the main points: Mr G made a claim for subsidence damage to his gara... (3 pages)View decision -
Decision Reference DRN-4080800
15 Jun 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4080800 The complaint Mr T complains Red Sands Insurance Company (Europe) Limited unfairly declined his motor warranty claim. What happened In August 2021 Mr T made a claim against his Red Sands motor warranty. His vehicle’s engine had suffered significant engine damage following pisto... (3 pages)View decision -
Decision Reference DRN-4181155
15 Jun 2023 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-4181155 The complaint Mr R’s complaint concerns charges to his SIPP (self invested personal pension) with Hargreaves Lansdown Asset Management Limited (HL). Mr R says the charges weren’t clearly set out and he’s been charged higher fees than he’d been led to expect. What happened I iss... (8 pages)View decision -
Decision Reference DRN-4113958
15 Jun 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4113958 The complaint Mr and Mrs R complain about the way that AXA Insurance UK Plc handled a medical expenses claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties, so I haven’t set it out in detail here. Instead, I’... (4 pages)View decision -
Decision Reference DRN-3777669
15 Jun 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3777669 The complaint Mrs K and Mr K complain about Great Lakes Insurance SE (Great Lakes) increasing the premiums on renewal of their lifetime pet insurance policy following a claim. References to Great Lakes include their agents who administer the policy. What happened Mrs K and Mr K... (4 pages)View decision -
Decision Reference DRN-3723874
14 Jun 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-3723874 The complaint Mr and Mrs D complain that Shawbrook Bank Limited (“Shawbrook”) rejected the claim they made under sections 56 and 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say was misrepresented to them by the supplier. What happened... (6 pages)View decision -
Decision Reference DRN-4190749
14 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4190749 The complaint Mr B complains that HSBC UK Bank Plc did not treat him fairly when he wanted to make an international transfer to a family member based abroad. What happened On 15 June 2022, Mr B instructed HSBC to transfer PHP 2,000,000 to a family member who was resident abroad... (5 pages)View decision -
Decision Reference DRN-3961979
14 Jun 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3961979 The complaint A company which I’ll call ‘F’ complains that Barclays Bank UK Plc caused them inconvenience and negatively impacted their credit file through not amending the direct debit for their Bounce Back Loan (BBL). The complaint is brought on F’s behalf by their director, ... (4 pages)View decision -
Decision Reference DRN-3300193
14 Jun 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3300193 The complaint Mr E complains that Options UK Personal Pensions LLP (‘Options’) shouldn’t have accepted his application to transfer his defined benefit pension into a self-invested personal pension (‘SIPP’) and invest his funds in a Friends Provident International (‘FPI’) bond. ... (38 pages)View decision -
Decision Reference DRN-4182775
14 Jun 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4182775 The complaint Mr B has complained that The Prudential Assurance Company Limited didn’t pay the ongoing advice charge (OAC) from his pension plan to his financial adviser when it should, and then deducted this from his plan in one lump sum in January 2023. This amounted to £6,30... (4 pages)View decision