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-3322343
21 Feb 2022 AXIS Specialty Europe SE UpheldInsuranceDRN-3322343 The complaint Mr and Mrs M are unhappy that AXIS Speciality Europe SE (AXIS) declined their claim following a burglary at their holiday home abroad. They had a Home and Holiday Home contents insurance policy. For ease, because Mr M is named on the policy schedule and he dealt w... (4 pages)View decision -
Decision Reference DRN-2878880
21 Feb 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-2878880 The complaint Mr C has complained that 1Plus1 Loans Limited irresponsibly lent him a loan in August 2018. What happened Mr C took out one loan with 1Plus1 in August 2018 for £3,000, the loan had a term of 60 months with monthly repayments of £114.38. The total cost of the loan ... (2 pages)View decision -
Decision Reference DRN-2455591
21 Feb 2022 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-2455591 The complaint Mr W complains that he was given unsuitable advice by M&S Financial Solutions to transfer his occupational pension (OPS) into a Self-Invested Personal Pension (SIPP) and invest his funds through a Discretionary Fund Manager (DFM). M&S Financial Solutions w... (6 pages)View decision -
Decision Reference DRN-3317304
21 Feb 2022 BUPA Insurance Limited UpheldInsuranceDRN-3317304 The complaint Mr M is unhappy that BUPA Insurance Limited said he wasn’t entitled to a significant discount to his premiums when his private medical insurance policy was next due to renew after 65th birthday. He’s also unhappy with the customer service he received from BUPA. Wh... (5 pages)View decision -
Decision Reference DRN-3324297
21 Feb 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3324297 The complaint A company, which I’ll refer to as “W”, complains about the way HSBC UK Bank Plc handled its application for a new account. Mr R is W’s director and brings the complaint on the company’s behalf. What happened W wanted to open a bank account with HSBC after the acco... (3 pages)View decision -
Decision Reference DRN-3159456
21 Feb 2022 Allianz Insurance Plc UpheldInsuranceDRN-3159456 The complaint Ms P complains about the cost of her pet insurance policy with Allianz Insurance Plc. What happened Ms P took out a pet insurance policy with Allianz. She said her pets had been healthy and she hadn’t needed to make any claims on her insurance. But her renewal cos... (3 pages)View decision -
Decision Reference DRN-3318516
21 Feb 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3318516 Complaint Mr B and Mrs B are unhappy with what Santander UK Plc (“Santander”) has agreed to do to put things right after they complained about unfair charges on their overdraft. Background As a result of our adjudicator’s involvement, Santander agreed that it should refund all ... (2 pages)View decision -
Decision Reference DRN-3306349
21 Feb 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3306349 Complaint Mr A and Mrs B have complained that HSBC UK Bank Plc (“HSBC”) applied interest, fees and charges to their overdraft in circumstances where it was unfair to do so. Background One of our adjudicators looked at this complaint and thought that HSBC ought to have realised ... (2 pages)View decision -
Decision Reference DRN-3278251
21 Feb 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3278251 Complaint Mr T has complained that HSBC UK Bank Plc (“HSBC”) unfairly increased the interest rate on his overdraft. Background One of our adjudicators looked at Mr T’s complaint and thought while HSBC was entitled to vary its overdraft interest rate, it should have realised it ... (2 pages)View decision -
Decision Reference DRN-3022481
21 Feb 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3022481 The complaint Mr U complains that a car he has been financing through an agreement with Moneybarn No. 1 Limited (“Moneybarn”) was misrepresented to him. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll f... (2 pages)View decision
