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-4050983
15 May 2023 AWP P&C SA UpheldInsuranceDRN-4050983 The complaint Miss D, Mrs D and Mr D complain that AWP P&C SA (AWP) unfairly declined their travel insurance claim. For ease, as the policy holder, I’ll only refer to Mr D in my decision. What happened Around July last year, Mr D made a claim under his policy because he and... (2 pages)View decision -
Decision Reference DRN-3932473
15 May 2023 Openwork Limited UpheldPensions and AnnuitiesDRN-3932473 The complaint Ms R complains about advice given by Openwork Limited trading as The Openwork Partnership in relation to a personal pension and ISAs. She says investments were not made in appropriate funds. What happened Ms R sought advice from a representative of Openwork. She h... (7 pages)View decision -
Decision Reference DRN-4131497
15 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4131497 The complaint A sole trader, whom I’ll refer to as ‘Mrs B’, is unhappy with the service she received from HSBC UK Bank Plc surrounding her application for a Bounce Back Loan (“BBL”). What happened Mrs B applied for a BBL with HSBC in September 2020. Mrs B chased the status of h... (6 pages)View decision -
Decision Reference DRN-4123879
15 May 2023 Aviva Insurance Limited UpheldInsuranceDRN-4123879 The complaint Mr M has complained that Aviva Insurance Limited hasn’t met a claim he made under his travel insurance policy. What happened Mr M had booked for a weekend away. He was leaving on Friday 1 July 2022 at 15.05 in order to take part in a concert. The airline cancelled... (3 pages)View decision -
Decision Reference DRN-4131579
15 May 2023 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4131579 The complaint Mr L has complained about his static caravan insurer Chaucer Insurance Company Designated Activity Company regarding a claim he made when his caravan was damaged by a storm. What happened In February 2022 Mr L’s caravan was damaged during a storm – part of the roo... (4 pages)View decision -
Decision Reference DRN-4087164
15 May 2023 Clydesdale Bank Plc UpheldMortgagesDRN-4087164 The complaint Mr and Mrs K complain about how long it took Clydesdale Bank Plc to process and approve their application for a new fixed interest rate mortgage on their buy to let (“BTL”) property. What happened Mr and Mrs K said they knew that the fixed interest rate period on ... (2 pages)View decision -
Decision Reference DRN-3907289
15 May 2023 HDI Global Specialty SE UpheldInsuranceDRN-3907289 The complaint Mrs D has complained that HDI Global Specialty SE gave her incorrect information about her pet insurance policy. What happened In August 2021 Mrs D renewed her lifetime policy with HDI. The policy provided a fixed amount of money each year to cover all veterinary ... (2 pages)View decision -
Decision Reference DRN-3672619
15 May 2023 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-3672619 The complaint Mr J complains about Atlanta Insurance Intermediaries Limited referring him to an accident management company (AMC) for credit hire and repair when he called to report an accident. Mr J is represented on this complaint. For ease of reading I’ve referred to Mr J th... (3 pages)View decision -
Decision Reference DRN-3979749
15 May 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3979749 The complaint Mrs M complains about how Creation Consumer Finance Ltd dealt with her claim for compensation, under section 75 of the Consumer Credit Act 1974, for the supply and installation of a new kitchen. Mrs M is represented in this complaint by her husband, Mr M. What hap... (4 pages)View decision -
Decision Reference DRN-4103929
15 May 2023 Ageas Insurance Limited UpheldInsuranceDRN-4103929 The complaint Ms B complains about Ageas Insurance Limited’s (“Ageas”) decision to decline her claim under her car insurance policy. What happened Ms B says her car was stolen and, although it was later found by the police, there was fire damage caused to the car. She reported ... (2 pages)View decision