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 121877 results
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Decision Reference DRN-5289462
31 Jan 2025 HSBC UK Bank Plc UpheldInvestmentsDRN-5289462 The complaint Mr A and Mr V complain that HSBC UK Bank Plc delayed transferring their Child Trust Fund (CTF) to a Junior Individual Savings Account (JISA) with another provider. What happened Mr A and Mr V submitted a transfer request to HSBC on 25 March 2024 through their J... (4 pages)View decision -
Decision Reference DRN-5012078
31 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5012078 The complaint Miss H complains that Revolut Ltd is refusing to refund her the amount she lost as the result of a scam. Miss H is being represented by a third party. To keep things simple, I will refer to Miss H throughout my decision. What happened The background of this com... (8 pages)View decision -
Decision Reference DRN-5238615
31 Jan 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5238615 The complaint Mrs N complains about how Tesco Underwriting Limited (Tesco) dealt with a claim on her motor insurance. What happened Mrs N had motor insurance underwritten by Tesco. Her car was involved in an accident and she made a claim on her insurance policy. Tesco told h... (3 pages)View decision -
Decision Reference DRN-5262093
31 Jan 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5262093 The complaint Ms K complains Great Lakes Insurance UK Limited has unfairly declined a claim she’s made on her travel insurance policy following water damage to two phones covered under the policy. What happened The background to this complaint is well known to the parties an... (3 pages)View decision -
Decision Reference DRN-4921966
31 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4921966 The complaint Mr W has complained that Santander UK Plc won’t refund the money he lost after falling victim to a scam. What happened Mr W was added to a group on a social media messaging service. It was run by scammers posing as an investment firm. They persuaded Mr W to sen... (4 pages)View decision -
Decision Reference DRN-5243838
31 Jan 2025 JGC Trading Limited UpheldInsuranceDRN-5243838 The complaint Miss B has complained about JGC Trading Limited. When she bought a car from it, it sold her a warranty for mechanical and electrical failure, but when she tried to claim on the warranty, it declined her claim. What happened Miss B had a warranty from JGC to co... (4 pages)View decision -
Decision Reference DRN-5261236
31 Jan 2025 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5261236 The complaint Mr T complains that The Royal London Mutual Insurance Society Limited (Royal London) delayed his annuity application causing him losses as the value of his pension fund fell and annuity rates reduced. He wants compensation for his losses. What happened Mr T ha... (7 pages)View decision -
Decision Reference DRN-5298941
31 Jan 2025 Starr International (Europe) Limited UpheldInsuranceDRN-5298941 The complaint Mrs A complains that Starr International (Europe) Limited turned down a claim she made on her mobile phone insurance policy. Mrs A was represented in her claim by her son and he is also her representative in her complaint to us. My references to Starr include i... (4 pages)View decision -
Decision Reference DRN-5282732
31 Jan 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5282732 The complaint Mr M has complained, with the help of a professional representative, about a transfer of his Zurich Assurance Ltd (Zurich) personal pension to a small self-administered scheme (SSAS) in September 2014. Mr M’s SSAS was subsequently used to invest in an overseas ... (17 pages)View decision -
Decision Reference DRN-5286421
31 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5286421 The complaint Mr E and Ms S have complained about the way AXA Insurance UK Plc handled a claim they made on a travel insurance policy after they had to cancel a trip. As it is Ms S leading on the complaint, I will mostly just be referring to her in this decision. What happ... (3 pages)View decision
