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 128312 results
-
Decision Reference DRN-3828796
27 Feb 2023 QIC Europe Ltd UpheldInsuranceDRN-3828796 The complaint Mr W complains about how QIC Europe Limited handled and settled a claim he made under his home insurance policy for storm damage. Mr W is represented by his wife in bringing this complaint. But for clarity – I’ll refer to all submissions as being made by him direc... (4 pages)View decision -
Decision Reference DRN-3965707
27 Feb 2023 TSB Bank plc UpheldBanking and PaymentsDRN-3965707 The complaint H, a limited company complains that TSB Bank plc failed to promptly take steps to recover a duplicate payment that it made by mistake. Mr A, a director of limited company H, brings this complaint on H’s behalf. What happened H banks with TSB and realised that it h... (2 pages)View decision -
Decision Reference DRN-3984579
27 Feb 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3984579 The complaint Mr Y complains that he couldn’t set up new payees in online banking with HSBC UK Bank Plc (HSBC). What happened Mr Y has a current account with HSBC. In July 2022, he reported to HSBC that he couldn’t set up new payees to make online payments. Mr Y complained. He ... (2 pages)View decision -
Decision Reference DRN-3990925
27 Feb 2023 Aviva Insurance Limited UpheldInsuranceDRN-3990925 The complaint Mr F is unhappy because Aviva Insurance Limited (Aviva) declined his claim on his travel insurance policy. What happened Mr F has a travel insurance policy alongside his bank current account. He has cover for himself and his family. The policy is underwritten by A... (3 pages)View decision -
Decision Reference DRN-3990694
27 Feb 2023 U K Insurance Limited UpheldInsuranceDRN-3990694 The complaint Mr and Mrs T complain that UK Insurance Limited (trading as Churchill) declined a claim on their home insurance for damage to their roof during a storm. Both Mr and Mrs T are named policyholders on their Churchill policy, so any claim or complaint is brought by th... (3 pages)View decision -
Decision Reference DRN-3750006
27 Feb 2023 Elderbridge Limited UpheldMortgagesDRN-3750006 The complaint Ms P and Mr K have complained about a secured loan they held with Elderbridge Limited. What I’ve decided – and why In February 2007 Ms P and Mr K took out a loan with a lender I’ll call G. They borrowed £22,500 (plus a £150 fee) over a 25-year term on a repayment ... (5 pages)View decision -
Decision Reference DRN-3847988
27 Feb 2023 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3847988 The complaint Mr C complains that Moneybarn No.1 Limited (“Moneybarn”) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In December 2019, Mr C acquired a used car financed by a conditional sale agreement from Moneybarn. He made a... (3 pages)View decision -
Decision Reference DRN-3990263
27 Feb 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3990263 The complaint Mr F1 and Mr F2 complain about the way Great Lakes Insurance SE has handled a claim they made on a travel insurance policy. As Mr F1 made the claim and brought the complaint, I’ll refer mainly to him. What happened Mr F1 and Mr F2 were abroad on holiday. They were... (3 pages)View decision -
Decision Reference DRN-3850480
27 Feb 2023 Cofunds Limited UpheldInvestmentsDRN-3850480 The complaint Mr H complains Cofunds Limited trading as Aegon (Cofunds) unreasonably delayed the transfer of his stocks and shares Individual Savings Account (ISA) to his new platform manager. What happened Mr H held a Cofunds stocks and shares Individual Savings Account (ISA) ... (4 pages)View decision -
Decision Reference DRN-3975061
27 Feb 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3975061 The complaint Mr D complains that an unregulated business called Commercial Land and Property Brokers (CL&P) introduced him to Options UK Personal Pensions LLP, (‘Options’, which was trading as Carey Pensions UK LLP at the time of the relevant events) and gave him advice an... (36 pages)View decision