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 121115 results
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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 -
Decision Reference DRN-3609700
17 Aug 2022 Amtrust Europe Limited UpheldInsuranceDRN-3609700 The complaint Mr A and Miss T complain Amtrust Europe Limited unfairly delayed their building warranty claim. What happened Mr A and Miss T brought a complaint to our service about a building warranty claim. That complaint was considered under a separate case, by one of our inv... (2 pages)View decision -
Decision Reference DRN-3477945
17 Aug 2022 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-3477945 The complaint Mr F complains that Home Retail Group Card Services Limited (“Argos”) unfairly closed his store card account. What happened In January 2022, Mr F tried to make a purchase using his Argos store card. The transaction was declined, so Mr F contacted Argos to find out... (3 pages)View decision -
Decision Reference DRN-3643303
17 Aug 2022 Leeds Building Society UpheldBanking and PaymentsDRN-3643303 The complaint Mr G is unhappy with how Leeds Building Society (LBS) managed the return of his daughter’s passbook when it was unable to update it at the time he was in the branch. What happened LBS’s systems were down when Mr G went to get the passbook updated. They offered to ... (3 pages)View decision -
Decision Reference DRN-3652824
17 Aug 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3652824 The complaint Miss H has complained that Madison CF UK Limited trading as 118118 Money lent to her irresponsibly. What happened Miss H borrowed £5,000 from Madison in June 2021. The loan was due to be repaid in 36 monthly instalments of about £226. The total amount repayable wa... (3 pages)View decision
