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 120469 results
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Decision Reference DRN-3400362
17 Aug 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3400362 The complaint Mr C complains that Aviva Life & Pensions UK Limited (Aviva) misrepresented to him the spouse’s benefits payable from his policy on death. What happened Mr C said his financial adviser received confirmation in 2012 that in the event of his death his long-term ... (3 pages)View decision -
Decision Reference DRN-3645190
17 Aug 2022 H.P.A.S. Limited UpheldConsumer CreditDRN-3645190 The complaint Miss G complains about H.P.A.S Limited, trading as Safestyle (U.K) (HPAS) and the data breach that saw some of her personal information sent to another customer in error. What happened In February 2022, Miss G was contacted by another customer of HPAS unknown to h... (3 pages)View decision -
Decision Reference DRN-3614371
17 Aug 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3614371 The complaint Mr K complains that TSB Bank plc blocked his account and refused to release his funds. Mr K would like substantial compensation. What happened Mr K had an account with TSB. On 20 October 2020 Mr K received an HMRC payment into the account of £3,119. TSB requested ... (3 pages)View decision -
Decision Reference DRN-3429046
17 Aug 2022 Happy Customers Group Ltd UpheldConsumer CreditDRN-3429046 The complaint Mr P complains about a conditional sale agreement he has with Happy Customers Group Ltd trading as Pay As You Go Carpets (“HCGL”). What happened In September 2020 Mr P entered into a conditional sale agreement with HCGL. Under this agreement HCGL was meant to supp... (3 pages)View decision -
Decision Reference DRN-3478724
17 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3478724 The complaint Mr and Mrs P complain that HSBC UK Bank Plc (HSBC) won’t refund the money they lost when they were the victims of a scam. What happened The payments in this case were made from an account in Mr and Mrs P’s name but Mr P dealt with the scammer and the payments, so ... (6 pages)View decision -
Decision Reference DRN-3604934
17 Aug 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3604934 The complaint Mr and Mrs H have complained about a delay in the service they received from Admiral Insurance (Gibraltar) Limited (Admiral) under the Home Emergency section of their Home Insurance policy. References in this decision to Admiral include its claims managers and con... (3 pages)View decision -
Decision Reference DRN-3653455
17 Aug 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3653455 The complaint A company, that I’ll call G, complains that AXA Insurance Plc (AXA) has declined a claim made under its commercial and residential landlords insurance policy. What happened G made a claim to AXA for damage caused to a property they own. AXA appointed a surveyor to... (2 pages)View decision -
Decision Reference DRN-3649691
17 Aug 2022 Lloyds Bank PLC UpheldMortgagesDRN-3649691 The complaint Mr and Mrs D complain that Lloyds Bank PLC trading as Scottish Widows Bank (“SWB”) gave them the wrong redemption figure for their mortgage. They corrected this, but SWB still took the wrong amount. They said this was negligent fraud, and they wanted compensation.... (3 pages)View decision -
Decision Reference DRN-3598066
17 Aug 2022 esure Insurance Limited UpheldInsuranceDRN-3598066 The complaint Mr and Mrs N complain that esure Insurance Limited unfairly declined a claim on their home insurance. Both Mr and Mrs N are named policyholders on their esure policy, so any claim or complaint is brought by them both. But for simplicity, and because most of the in... (3 pages)View decision -
Decision Reference DRN-3349858
17 Aug 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3349858 The complaint Ms G complains that ReAssure Limited failed to transfer one of her pension plans to another provider in a timely manner. What happened Ms G held two almost identical (save for their values) pension plans with ReAssure. On 11 November 2020 ReAssure received a reque... (5 pages)View decision
