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-4052313
31 Mar 2023 IPS Pensions Limited UpheldPensions and AnnuitiesDRN-4052313 The complaint Mrs B’s representative has complained, on her behalf, about a pension sum of £65,000 which was “lost” during the process of transferring it from her self invested personal pension (SIPP) plan with IPS Pension Limited, trading as James Hay Partnership, to Cofunds L... (9 pages)View decision -
Decision Reference DRN-3956686
31 Mar 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-3956686 The complaint Mr H complains about Fortegra Europe Insurance Company Ltd’s (“Fortegra”) decision to decline his household warranties claim. What happened Mr H’s fridge freezer stopped working so he made a claim to Fortegra. Mr H felt things were taking too long so he complained... (3 pages)View decision -
Decision Reference DRN-4032394
31 Mar 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4032394 The complaint Mr B complains about how Lloyds Bank General Insurance Limited (“Lloyds”) handled a claim he made on his home insurance policy following a fire in his kitchen. Any reference to Lloyds includes its agents. What happened Mr B has buildings and content in... (4 pages)View decision -
Decision Reference DRN-4005777
31 Mar 2023 West Bay Insurance Plc UpheldInsuranceDRN-4005777 The complaint Mr S complains that West Bay Insurance Plc (“West Bay”) is responsible for poor work and damage during his claim on the windscreen section of his motor insurance policy. What happened The subject matter of the claim and the complaint is a convertible car, first re... (2 pages)View decision -
Decision Reference DRN-4056089
31 Mar 2023 esure Insurance Limited UpheldInsuranceDRN-4056089 The complaint Mr F has complained about the way esure Insurance Limited dealt with a claim he made under his car insurance policy. What happened Mr F was involved in an incident and he made a claim to his insurer, esure. esure settled Mr F’s claim by paying the market value for... (4 pages)View decision -
Decision Reference DRN-3856762
31 Mar 2023 MotoNovo Finance Limited UpheldConsumer CreditDRN-3856762 The complaint Mrs D complains about a car that she hired from MotoNovo Finance Limited under a hire purchase agreement. What happened In November 2021 Mrs D acquired a used car under a five year hire purchase agreement with MotoNovo. (This agreement also included a personal loa... (5 pages)View decision -
Decision Reference DRN-3795946
31 Mar 2023 Yorkshire Building Society UpheldBanking and PaymentsDRN-3795946 The complaint Mr S and Mrs K complain that Yorkshire Building Society (“YBS”) won’t reimburse them after they fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to what happened is well known to all parties and was well documented by our Invest... (6 pages)View decision -
Decision Reference DRN-4059702
31 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4059702 The complaint Mrs R complains about Admiral Insurance (Gibraltar) Limited’s (Admiral) cash settlement it offered, following a claim under her home insurance policy. What happened After a storm, Mrs R contacted Admiral as her conservatory was damaged by the high winds. It asked ... (4 pages)View decision -
Decision Reference DRN-4049017
31 Mar 2023 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4049017 Complaint Mrs F has complained that Ikano Bank AB (publ) (“Ikano”) rejected her claim against it under Section 75 of the Consumer Credit Act 1974. Background Mrs F bought solar panels for her home in 2017. The purchase was funded by a loan from Ikano, and that business is there... (3 pages)View decision -
Decision Reference DRN-4056632
31 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4056632 The complaint Ms J complains that HSBC UK Bank Plc (“HSBC”) declined to refund money she lost after being scammed. What happened What Ms J says Ms J met someone through a social media platform who, over a couple of months, persuaded her to invest in cryptocurrency (“crypto”). T... (7 pages)View decision