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-4032104
29 Mar 2023 PayrNet Limited UpheldBanking and PaymentsDRN-4032104 The complaint Mr A has complained that PayrNet Limited (under the brand Pockit) hasn’t returned his funds to him after closing his account. What happened In late 2021, PayrNet explained they were closing Mr A’s account following a review. They asked Mr A which account they shou... (2 pages)View decision -
Decision Reference DRN-3972169
29 Mar 2023 Employment Law 4U Ltd UpheldClaims ManagementDRN-3972169 The complaint Miss M complains that Employment Law 4 U Ltd (EL4U) pressured her into accepting their services. What happened Miss M had already started the process of an Employment Tribunal claim, when In June 2022 she said she sought to engage a solicitor to help her as she wa... (3 pages)View decision -
Decision Reference DRN-4041795
29 Mar 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4041795 The complaint Mr Z complains, among other things, that Haven Insurance Company Limited (Haven) didn’t give him a fair settlement when it decided his car was a total loss and that it delayed in settling his claim on his car insurance policy. What happened Mr Z had an accident in... (4 pages)View decision -
Decision Reference DRN-4053190
29 Mar 2023 HSBC UK Bank Plc UpheldInvestmentsDRN-4053190 The complaint Mr and Mrs S have complained that HSBC failed to inform them of a discount available on their investment portfolio once Mrs S was in receipt of her HSBC defined benefit (DB) pension, causing them to incur unnecessary charges. What happened Mr and Mrs S explain tha... (10 pages)View decision -
Decision Reference DRN-4053956
29 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4053956 The complaint Mr and Mrs S complained that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined their claim and voided their home insurance policy due to suspicion of fraud. Mr and Mrs S were represented during the claim, but for ease and simplicity, I’ll only r... (6 pages)View decision -
Decision Reference DRN-4006001
29 Mar 2023 QIC Europe Ltd UpheldInsuranceDRN-4006001 The complaint Mr A and Mrs A complain about delays by QIC Europe Ltd (QIC) in the handling of their claim on their home insurance policy and about the quality of repairs it carried out. QIC is the underwriter of Mr A and Mrs A’s policy, so it’s their insurer. Part of Mr A and M... (3 pages)View decision -
Decision Reference DRN-3811510
29 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3811510 The complaint Mr and Mrs S complain about delays and poor communication when Admiral Insurance (Gibraltar) Limited (Admiral) arranged repairs to their kitchen floor, under their buildings insurance policy. I will refer to Mr S in my decision for ease of reading. What happened I... (3 pages)View decision -
Decision Reference DRN-4053819
29 Mar 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4053819 The complaint Ms W complains that Aviva Life & Pensions UK Limited (Aviva) has misplaced or misappropriated a pension contribution she paid in 1987. She would like the current value of the contribution transferred to another pension plan. What happened Ms W says she made a ... (10 pages)View decision -
Decision Reference DRN-4044368
29 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4044368 The complaint Miss E and her mother Ms J complain that Admiral Insurance (Gibraltar) Limited mishandled a claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car made by a premium brand manufacturer and first registered in 201... (6 pages)View decision -
Decision Reference DRN-3939254
29 Mar 2023 Zurich Insurance PLC UpheldInsuranceDRN-3939254 The complaint Mr B has complained about how Zurich Insurance PLC trading as Zurich Insurance (Zurich) dealt with a claim under a block insurance policy. What happened Mr B had a water leak in his home, which came from the property above. So, he made a claim. There were further ... (3 pages)View decision