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 119142 results
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Decision Reference DRN-3305126
15 Mar 2022 HDI Global Specialty SE UpheldInsuranceDRN-3305126 The complaint Ms E has complained that HDI Global Specialty SE unreasonably refused to pay her claim under her pet policy because it unreasonably decided it concerned a pre-existing condition which was consequently excluded. What happened Ms E took out her policy for her dog on... (3 pages)View decision -
Decision Reference DRN-3193836
15 Mar 2022 AWP P&C SA UpheldInsuranceDRN-3193836 The complaint Mr and Mrs H have complained that AWP P&C SA have declined to meet a cancellation claim they made under their single trip travel insurance policy. What happened When taking out their travel insurance in September 2019 Mr and Mrs H followed the policy guidance ... (2 pages)View decision -
Decision Reference DRN-3361654
15 Mar 2022 Markerstudy Insurance Company Limited UpheldInsuranceDRN-3361654 The complaint Mr R has complained about the way Markerstudy Insurance Company Limited has handled his claim under his motor insurance policy. What happened Mr R had an accident while he was driving on the motorway, in which the rear of his car was damaged. He reported the incid... (11 pages)View decision -
Decision Reference DRN-3363034
15 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3363034 The complaint E complains that HSBC UK Bank Plc (“HSBC”) closed its business and foreign currency accounts and converted its funds from Euro into Sterling, causing it loss. E is a business and is represented in this complaint by Mr L. For ease of reading throughout this decisio... (4 pages)View decision -
Decision Reference DRN-3371757
15 Mar 2022 Advance Mortgage Funding Ltd UpheldMortgagesDRN-3371757 The complaint Mr D complains that he was mis-sold a mortgage by a broker working for BDS Mortgage Group. Advance Mortgage Funding Ltd (AMF) is responding to this complaint as the successor firm. Mr D’s complaint is brought by his sister, Ms D, on his behalf. Ms D says that the ... (9 pages)View decision -
Decision Reference DRN-3271165
15 Mar 2022 National Westminster Bank Plc UpheldConsumer CreditDRN-3271165 The complaint Mr D complains that National Westminster Bank plc acted unfairly when it defaulted his account. What happened Mr D had a current account with NatWest. There was an agreed overdraft on the account which was for £13,000. Mr D says he was abroad during 2020 due to th... (3 pages)View decision -
Decision Reference DRN-3371735
15 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3371735 The complaint Miss F is unhappy that NewDay Ltd, trading as Marbles, provided her with increasing amounts of credit, which she feels was unaffordable for her at those times. What happened Miss F applied for a NewDay credit account in September 2016. Her application was successf... (4 pages)View decision -
Decision Reference DRN-3371949
15 Mar 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3371949 The complaint Mr M and Ms S complain about how Inter Partner Assistance SA handled their claim when their underfloor heating system broke down. What happened Mr M and Ms S have home emergency cover which is underwritten by IPA. In early April 2021 their downstairs underfloor he... (3 pages)View decision -
Decision Reference DRN-3073058
15 Mar 2022 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-3073058 The complaint Ms S complains that Home Retail Group Card Services Limited trading as Argos Card Services (Argos) lent to her irresponsibly. What happened Ms S took out a credit card online with Argos in June 2012. Over the next few years, Argos applied multiple increases to Ms ... (4 pages)View decision -
Decision Reference DRN-2953603
15 Mar 2022 Assurant General Insurance Limited UpheldInsuranceDRN-2953603 The complaint Mr A complained Assurant General Insurance Limited (Assurant) provided poor service when dealing with his claim under his mobile phone insurance policy. What happened Mr A has a bank account with added mobile phone insurance provided by Assurant. On 31 October 202... (3 pages)View decision
