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
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Decision Reference DRN-3872532
23 Feb 2023 PayrNet Limited UpheldBanking and PaymentsDRN-3872532 The complaint Mr S and Mr H are business partners for C. They complain that PayrNet Limited won’t refund a transaction they didn’t make. ANNA Money, who Mr S and Mr H’s account is with, is an agent for PayrNet. For ease, I’ll mainly refer to ANNA throughout the decision. What ... (3 pages)View decision -
Decision Reference DRN-3945975
23 Feb 2023 Demirtas Finance Ltd UpheldClaims ManagementDRN-3945975 The complaint Mr C complains that Demirtas Finance Ltd (DFL) failed to pursue his claim that he’d been mis-sold payment protection insurance (PPI). What happened In April 2019, Mr C signed letters of authority (LoA) that instructed DFL to act on his behalf to find out whether h... (4 pages)View decision -
Decision Reference DRN-3981885
23 Feb 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3981885 The complaint Miss S complains about mistakes Royal and Sun Alliance Insurance Limited (RSA) made in recording a claim she’d made under her legal expenses insurance policy and the legal fees they’d paid. She was concerned this had led to an increase in her premiums. Where I ref... (4 pages)View decision -
Decision Reference DRN-3795518
23 Feb 2023 Gain Credit LLC UpheldConsumer CreditDRN-3795518 The complaint Mr B complaints Gain Credit LLC (trading as Drafty) gave him a line of credit he couldn’t afford to repay. Mr B was also unhappy with the lack of help he was given when he reached out to Drafty in April 2020 to ask for a payment arrangement. What happened Mr B app... (5 pages)View decision -
Decision Reference DRN-3757203
23 Feb 2023 Fairmead Insurance Limited UpheldInsuranceDRN-3757203 The complaint Mr and Mrs S complain about inadequate compensation from their home insurer, Fairmead Insurance Limited, trading as Legal & General, for the mismanagement of their claim and poor workmanship. References to Fairmead’s agents include professionals and contractor... (3 pages)View decision -
Decision Reference DRN-3983954
23 Feb 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3983954 The complaint Mr and Ms C complain about the way Royal & Sun Alliance Insurance Limited (“RSA”) has handled a claim under their legal expenses insurance policy. Where I refer to RSA, this includes its agents and claims handlers for which it takes responsibility. What happen... (2 pages)View decision -
Decision Reference DRN-3726182
23 Feb 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3726182 The complaint Mr H is unhappy HSBC UK Bank Plc won’t refund the money he lost as the result of a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that Mr H was the victim of a saf... (7 pages)View decision -
Decision Reference DRN-3944384
23 Feb 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3944384 The complaint Mr B complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened Following the recommendation of an ex-col... (40 pages)View decision -
Decision Reference DRN-3961361
23 Feb 2023 Ageas Insurance Limited UpheldInsuranceDRN-3961361 The complaint Mr M complains that Ageas Insurance Limited unfairly turned down a claim he made on his motor insurance policy. What happened Mr M had a comprehensive car insurance policy with Ageas. In October 2021 he had an accident in which his car was damaged. He made a claim... (5 pages)View decision -
Decision Reference DRN-3878216
23 Feb 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3878216 The complaint Mr A is unhappy with what Royal & Sun Alliance Insurance Limited did after he made a claim on his landlord legal expenses and rent guarantee policy. What happened In February 2022 Mr A made a claim on his policy for damage caused to a property by his tenant an... (2 pages)View decision