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 119464 results
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Decision Reference DRN-3517194
13 Jun 2022 Herts Insurance Consultants Ltd UpheldInsuranceDRN-3517194 The complaint Miss R complains that Herts Insurance Consultants Ltd trading as Sterling Insurance Services (“Sterling”) mishandled her motor insurance policy. Miss R is represented by her parents. Where I refer to Sterling, I include employees and others insofar as I hold Sterl... (4 pages)View decision -
Decision Reference DRN-3521249
13 Jun 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3521249 The complaint Mr Y says Loans 2 Go Limited irresponsibly lent to him. What happened This complaint is about 3 loans Loans 2 Go provided to Mr Y between April and August 2020. Mr Y’s borrowing history is as follows: Loan Date taken Amount Term Repayment Repaid 1 April 2020 £600 ... (2 pages)View decision -
Decision Reference DRN-3536677
13 Jun 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3536677 The complaint Mr L has complained about advice he received from Portal Financial Services LLP (‘Portal’) to transfer four pension plans he held with other providers to a Self-Invested Personal Pension (‘SIPP’). The funds within the SIPP were then used to invest in several unreg... (17 pages)View decision -
Decision Reference DRN-3534813
13 Jun 2022 Santander UK Plc UpheldMortgagesDRN-3534813 The complaint Mr and Mrs A complain about their residential mortgage lender Santander UK Plc. Mr and Mrs A complain that Santander: - mistakenly took a charge over another property that they own in 2006; - treated them unfairly when issues arose as a result of this in 2019, - a... (6 pages)View decision -
Decision Reference DRN-3540522
13 Jun 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3540522 The complaint Mr W is unhappy with the way Union Reiseversicherung AG (‘URV’) has handled a claim made on his travel insurance policy. Any references to URV include its claim handlers and costs containment agents. And although Mr W is being represented in this complaint, I’ve r... (10 pages)View decision -
Decision Reference DRN-3539717
13 Jun 2022 Amtrust Europe Limited UpheldInsuranceDRN-3539717 The complaint Mr and Mrs H are unhappy Amtrust Europe Limited declined a claim they made under their new home warranty. Reference to Amtrust includes its agents and representatives. What happened Mr and Mrs H bought a new home which benefitted from a new home warranty underwrit... (9 pages)View decision -
Decision Reference DRN-3428151
13 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3428151 The complaint A company which I refer to as T complains about HSBC UK Bank Plc‘s delay in returning a failed CHAPS payment to its account. In bringing this complaint T is represented by its director who I refer to as Mr P What happened The background to this case is familiar t... (3 pages)View decision -
Decision Reference DRN-3462743
13 Jun 2022 We Fight Any Claim Limited UpheldClaims ManagementDRN-3462743 The complaint Mr G complains about We Fight Any Claim Limited (WFAC) and the fees they are charging him following a successful claim for mis-sold Payment Protection Insurance (PPI). What happened In April 2017, Mr G signed a Letter of Engagement (LOE) and Letter of Authority (L... (4 pages)View decision -
Decision Reference DRN-3540316
13 Jun 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3540316 The complaint Mrs H is unhappy that Union Reiseversicherung AG declined a claim made on her travel insurance policy. What happened In or around January 2020, Mrs H took out a single trip ‘Backpacker & Longstay’ travel insurance policy, underwritten by URV (‘the policy’). Th... (6 pages)View decision -
Decision Reference DRN-3540277
13 Jun 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3540277 The complaint Mr B is unhappy that Union Reiseversicherung AG (URV) declined a claim made on his travel insurance policy. What happened In 2020, Mr B took out an annual ‘platinum’ multi-trip travel insurance policy, underwritten by URV (‘the policy’). The policy covered the per... (7 pages)View decision
