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 128535 results
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Decision Reference DRN-3831444
23 Dec 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3831444 The complaint Mr and Mrs W have complained about the way AXA Insurance UK Plc dealt with a claim they made under their home insurance policy following a flood. For ease I will refer to Mrs W as the lead complainant in my decision. All reference to the insurer AXA in my decision... (4 pages)View decision -
Decision Reference DRN-3838512
23 Dec 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3838512 The complaint Miss M’s unhappy with how Advantage Insurance Company Limited (AICL) set up a new car insurance policy for her. All references in this decision to AICL include its appointed agents. What happened In June 2022 Miss M contacted AICL to change the car that was insure... (2 pages)View decision -
Decision Reference DRN-3210162
23 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3210162 The complaint A company, which I’ll refer to as R, complains that because of the poor service it received from HSBC UK Bank Plc, it missed the deadline for converting its Coronavirus Business Interruption Loan (CBIL) to a Bounce Back Loan (BBL) In bringing this complaint R is r... (4 pages)View decision -
Decision Reference DRN-3479793
23 Dec 2022 Niche Independent Financial Advisers Limited UpheldPensions and AnnuitiesDRN-3479793 The complaint Mr S complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a personal pension plan. Niche Independent Financial Advisers Limited is responsible for answering this complaint and so to keep things... (10 pages)View decision -
Decision Reference DRN-3867529
23 Dec 2022 U K Insurance Limited UpheldInsuranceDRN-3867529 The complaint Mr L complains that U K Insurance Limited (UKI) didn’t provide him with a suitable replacement car after he made a claim on his motor insurance policy. He wants a refund or his premiums and compensation. What happened Mr L had paid extra for “guaranteed hire car p... (2 pages)View decision -
Decision Reference DRN-3771059
23 Dec 2022 One Insurance Limited UpheldInsuranceDRN-3771059 The complaint Mrs M has complained about the way One Insurance Limited (One Insurance) dealt with a claim she made on her motor insurance policy. What happened Mrs M made a claim on her motor policy after she discovered that the catalytic converter was stolen from her vehicle w... (4 pages)View decision -
Decision Reference DRN-3867482
23 Dec 2022 West Bay Insurance Plc UpheldInsuranceDRN-3867482 The complaint Miss J complains about how West Bay Insurance Plc handled a claim made on her motor insurance policy and its lack of updates. What happened West Bay told Miss J in August 2021 that a claim was settled as non-fault and closed. But this wasn’t correct. The other dri... (2 pages)View decision -
Decision Reference DRN-3732606
23 Dec 2022 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3732606 The complaint Mr C is unhappy PrePay Technologies Limited won’t refund transactions he didn’t make. PrePay Technologies Limited is the principal for Monese who Mr C banks with. So I’ll mainly refer to Monese throughout the decision. What happened Mr C was contacted by someone ... (2 pages)View decision -
Decision Reference DRN-3689041
23 Dec 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3689041 The complaint Mrs C complains that National Savings and Investments (NSI) made errors when she called them to make an investment in Premium Savings Bonds (PSB). What happened On 24 February 2022, Mrs C called NSI. She wanted to make an investment into PSBs. As part of their sec... (2 pages)View decision -
Decision Reference DRN-3856414
23 Dec 2022 MWS Financial Advisers Limited UpheldPensions and AnnuitiesDRN-3856414 The complaint Mr O complains that MWS Financial Advisers Limited (MWS) shouldn’t have advised him to transfer his personal pension benefits into a new plan with the same provider in 2016. He thinks he would have been better off if he had remained where he was and would like to ... (7 pages)View decision