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 128535 results
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Decision Reference DRN-4099234
26 Apr 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4099234 The complaint Ms D complains that The Co-operative Bank Plc didn’t send her direct debit and standing order information on her current account despite repeated requests. What happened In early August 2022, Ms D requested Co-op Bank provide details of current and historic direct... (3 pages)View decision -
Decision Reference DRN-3724588
26 Apr 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-3724588 The complaint Mr S complains that ReAssure Limited has failed to process a withdrawal from his pension savings in an efficient manner. In particular he complains that he was given incorrect information about the income tax that would be due on the withdrawal, and that the withd... (3 pages)View decision -
Decision Reference DRN-4099471
26 Apr 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4099471 The complaint Mr and Mrs M have complained about Accredited Insurance Europe Limited’s (AIEL) decision to decline a claim they made for flood damage and cancel their home insurance policy. What happened On 6 October 2022 Mr and Mrs M’s home was damaged by flood. They made a cla... (5 pages)View decision -
Decision Reference DRN-4052985
26 Apr 2023 Covea Insurance plc UpheldInsuranceDRN-4052985 The complaint Mrs M complained that her claim for storm damage and accidental damage were unfairly declined by Covea Insurance plc (“Covea”). What happened Mrs M made a claim to Covea when heavy rainfall penetrated her conservatory roof and damaged her laminate flooring in the ... (3 pages)View decision -
Decision Reference DRN-4020344
26 Apr 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4020344 The complaint C complains that it was caused a loss on a currency payment made by HSBC UK Bank Plc (HSBC). What happened On 31 May 2022, C made a payment of EUR 32,000 to a beneficiary in Europe. The GBP equivalent was £27,875.17. On 6 June 2022, the payment was returned and C’... (4 pages)View decision -
Decision Reference DRN-4018067
26 Apr 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4018067 The complaint Mr T complains that Scottish Widows Limited trading as Clerical Medical failed to provide, in a timely manner, the information he needed in order to withdraw his pension savings. What happened Mr T has been assisted in dealing with Clerical Medical, and making thi... (5 pages)View decision -
Decision Reference DRN-4083043
26 Apr 2023 Hiscox Underwriting Limited UpheldInsuranceDRN-4083043 The complaint X has complained about the handling of his claim by Hiscox Underwriting Limited (‘Hiscox’) under his home insurance policy following an escape of water at his home. For the avoidance of doubt, the term ‘Hiscox’ includes its loss adjusters, contractors, and agents.... (3 pages)View decision -
Decision Reference DRN-3838156
26 Apr 2023 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3838156 The complaint Mrs H has complained that Shop Direct Finance Company Limited, trading as Very, irresponsibly lent to her. What happened Mrs H opened a shopping account with Shop Direct in March 2011. Her account limit was initially low - £250. Over the course of the next few yea... (4 pages)View decision -
Decision Reference DRN-3720388
26 Apr 2023 Argentis Wealth Management Ltd UpheldPensions and AnnuitiesDRN-3720388 The complaint Mr B complains that Compass Wealth Management Consultants Limited (Compass) have been paid fees it wasn’t entitled to from his personal pension plan. He would like the fees refunded and compensation for the lost investment growth. What happened Mr B was advised to... (6 pages)View decision -
Decision Reference DRN-4095711
26 Apr 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4095711 The complaint Mr M complains that Lloyds Bank PLC didn’t contact him after it declined a payment. What happened I issued my provisional decision setting out why I intended to uphold this complaint. I invited both parties to let me have any further comments or evidence they wish... (3 pages)View decision