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 125299 results
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Decision Reference DRN-3820106
23 Nov 2022 esure Insurance Limited UpheldInsuranceDRN-3820106 The complaint Mr G complains that esure Insurance Limited mishandled his claim on his motor insurance policy. Where I refer to esure, I refer to the above-named insurance company and I include employees, salvage agents and others insofar as I hold esure responsible for their ac... (3 pages)View decision -
Decision Reference DRN-3820422
23 Nov 2022 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-3820422 The complaint Mr P complains that James Hay Administration Company Ltd (“JHAC”) failed to transfer his pension savings to a new provider in a timely manner. What happened I issued a provisional decision on this complaint in October 2022. In that decision I explained why I thoug... (5 pages)View decision -
Decision Reference DRN-3821161
23 Nov 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3821161 The complaint Mr M says Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) irresponsibly lent to him. He has requested that the interest and late payment charges he paid be refunded. What happened This complaint is about a credit card taken out on 1 October 2020 with ... (4 pages)View decision -
Decision Reference DRN-3642667
23 Nov 2022 Covea Insurance plc UpheldInsuranceDRN-3642667 The complaint Mrs E has complained that Covea Insurance Plc has charged her three excesses plus 10% of the vet costs when she made a claim under her pet insurance policy. She also complained that it took a premium instalment after she cancelled her policy and unreasonably delay... (4 pages)View decision -
Decision Reference DRN-3821142
23 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3821142 The complaint What happened Ms T used her HSBC credit card to pay £230 to an online travel agent (R) for a hotel room in London. Ms T booked a superior room for four people, two adults and two children, for four nights. On arrival, the hotel said R had made a mistake and it was... (3 pages)View decision -
Decision Reference DRN-3819443
22 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3819443 The complaint Mr I complains about HSBC UK Bank Plc (“HSBC”) for failing to stop a payment he made in error. He wants HSBC to compensate him for his losses. What happened Mr I banks with HSBC. In December 2021 he wanted to make an international payment to a recipient overseas, ... (3 pages)View decision -
Decision Reference DRN-3775464
22 Nov 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3775464 The complaint Mr and Ms S complain that Shawbrook Bank Limited declined their claim under section 75 of the Consumer Credit Act 1974 (“the Act”) relating to their purchase of solar panels. Mr and Ms S are represented in this case by a claims management company (“the CMC”). Back... (3 pages)View decision -
Decision Reference DRN-3820848
22 Nov 2022 esure Insurance Limited UpheldInsuranceDRN-3820848 The complaint Mrs and Mr S complain about how Esure Insurance Limited (T/A Sheilas’ Wheels) handled and settled a claim they made under their home insurance policy for storm damage. Mrs and Mr S are represented by their daughter in bringing this complaint. But for clarity – I’l... (8 pages)View decision -
Decision Reference DRN-3541458
22 Nov 2022 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3541458 The complaint Mr B complains that Creation Financial Services Limited (Creation) sold his account and therefore his personal information to a third party, when it had no right to do so. What happened Mr B had a credit card account with Creation, the account was taken out in 201... (3 pages)View decision -
Decision Reference DRN-3564758
22 Nov 2022 D C Financial Limited UpheldPensions and AnnuitiesDRN-3564758 The complaint Mr D complains about the advice given by D C Financial Limited (‘DCFL’) to transfer the benefits he held in the British Steel Pension Scheme (‘BSPS’) to a self-invested personal pension (‘SIPP’). The BSPS is a defined benefit (‘DB’) occupational pension scheme. He... (12 pages)View decision
