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-3427637
8 Jul 2022 Soteria Insurance Limited UpheldInsuranceDRN-3427637 The complaint Mr M is unhappy that Soteria Insurance Limited (SIL) declined his claim under his contents insurance for damage to his personal camera and technology equipment. Mr M confirmed he is the sole policyholder and his wife is a named authorised contact. What happened Mr... (4 pages)View decision -
Decision Reference DRN-3335715
8 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3335715 The complaint Mrs Z is unhappy that HSBC UK Bank Plc, trading as First Direct (“FD”), won’t refund her money that she lost after falling victim to a fraud. What happened Mrs Z held a bank account with FD. In early 2020 Mrs Z received a telephone call purporting to be from FD. S... (5 pages)View decision -
Decision Reference DRN-3517894
8 Jul 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3517894 The complaint Mrs L complains about AA Underwriting Insurance Company Limited handling of an escape of water claim on her home insurance policy. What happened The background of this complaint is well known to both parties and has been detailed by our investigator previously. So... (2 pages)View decision -
Decision Reference DRN-3412159
8 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3412159 The complaint Ms C complains that Barclays Bank UK PLC won’t refund money she lost as a result of a scam. What happened Ms C was looking for a holiday rental for her and her family during the summer of 2020. She found a suitable property on a popular online holiday accommodatio... (3 pages)View decision -
Decision Reference DRN-3518798
8 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3518798 The complaint Miss J complains that NewDay Ltd (“NewDay”) irresponsibly granted her three credit accounts that she couldn’t afford to repay. What happened Miss J entered into agreements with NewDay to have access to credit with three separate credit card accounts. The first, an... (3 pages)View decision -
Decision Reference DRN-3359956
8 Jul 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3359956 The complaint Mrs M complains that Admiral Insurance Company Limited avoided her car insurance policy and turned down her claim. What happened Mrs M held a car insurance policy with Admiral. There were also named drivers on the policy. One of the named drivers was involved in a... (3 pages)View decision -
Decision Reference DRN-3514266
8 Jul 2022 Bank of Scotland Plc UpheldMortgagesDRN-3514266 The complaint Mrs S complains that Bank of Scotland plc, trading as Halifax (“Halifax”) pressured her into paying a lump sum of £15,000 to the outstanding balance on her mortgage account. What happened Mrs S received an annual mortgage statement in September 2019. The statement... (3 pages)View decision -
Decision Reference DRN-3569891
8 Jul 2022 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-3569891 The complaint Mrs V complained about advice she was given by Alterno Wealth Ltd which was an appointed representative of Pi Financial Limited. Pi Financial Limited is now responsible for answering this complaint, so to keep things simple, I’ll refer to “PFL” when mentioning the... (8 pages)View decision -
Decision Reference DRN-3549157
8 Jul 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3549157 The complaint Ms B complains that Great Lakes Insurance SE declined part of her claim against her travel insurance policy. Reference to Great Lakes includes its agents. What happened Ms B has an annual travel insurance policy with Great Lakes. On 9 March 2020, she went on a tri... (5 pages)View decision -
Decision Reference DRN-3505299
8 Jul 2022 AWP P&C SA UpheldInsuranceDRN-3505299 The complaint Mr and Mrs S complain that AWP P&C SA (AWP) caused damage after repairs were carried out as part of a claim under their home emergency policy. What happened On 27 June 2021 Mr and Mrs S reported a blockage in their home toilet and made a claim under their home... (2 pages)View decision
