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 119464 results
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Decision Reference DRN-4751186
19 Apr 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4751186 The complaint Ms H complains that TSB Bank plc have provided her with poor customer service after she switched her current account to a third party company. What happened Ms H says that she phoned TSB regarding switching her account. She says that she asked if her account could... (5 pages)View decision -
Decision Reference DRN-4684944
19 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4684944 The complaint Mrs N complains that HSBC UK Bank Plc won’t refund all the money she lost when she was the victim of a scam. What happened In March 2023, Mrs N received a text message which appeared to come from HSBC saying there had been suspicious activity on her account and so... (5 pages)View decision -
Decision Reference DRN-4741530
18 Apr 2024 Zurich Insurance PLC UpheldInsuranceDRN-4741530 The complaint Miss W complains that Zurich Insurance PLC declined her travel insurance claim. My references to Zurich include its claim handling agents. What happened Miss W had a single trip travel insurance policy, at the ‘Silver’ level, with cruise cover. The policy was insu... (3 pages)View decision -
Decision Reference DRN-4561781
18 Apr 2024 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4561781 The complaint Mr E complains about the outcome of the review carried out by Quilter Financial Services Ltd (“Quilter”) in connection with the FCA’s consumer redress scheme for the British Steel Pension Scheme (“BSPS”) – to make my findings easier to follow, I’ll refer to this a... (10 pages)View decision -
Decision Reference DRN-4704902
18 Apr 2024 Clear Score Technology Limited UpheldConsumer CreditDRN-4704902 The complaint Mr H complains that Clear Score Technology Limited trading as ClearScore didn’t conduct proper checks which then allowed an unauthorised third party to gain access to his credit file. What happened Mr H requested a credit report from a credit reference agency (CRA... (3 pages)View decision -
Decision Reference DRN-4750425
18 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4750425 The complaint Ms M has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (formerly Carey Pensions UK LLP) (‘Options’). Ms M transferred her existing personal pensions to the SIPP to invest in a property-based investment scheme in Cape Verde. Ms M’s c... (25 pages)View decision -
Decision Reference DRN-4626350
18 Apr 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4626350 The complaint Mrs B complains about Admiral Insurance (Gibraltar) Limited’s handling of a claim she made under her home insurance policy. Admiral is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Admiral has accept... (3 pages)View decision -
Decision Reference DRN-4687685
18 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4687685 The complaint Mr J complains that HSBC UK Bank Plc allowed him to exceed his credit limit. What happened In November 2023, despite being close to his credit limit, Mr J was able to use his HSBC credit card for several large transactions. He ultimately exceeded his credit limit ... (3 pages)View decision -
Decision Reference DRN-4749451
18 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4749451 The complaint Miss M is unhappy with the service provided by British Gas Insurance Limited (BGIL) following a claim made on her HomeCare policy. BGIL is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim. BGIL ha... (5 pages)View decision -
Decision Reference DRN-4634691
18 Apr 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4634691 The complaint Mr M complains Advantage Insurance Company Limited is unfairly seeking to recover motor insurance claim costs from him. What happened Mr M’s Advantage motor insurance policy renewed in January 2020. In October 2020 his vehicle was damaged in a collision with a thi... (3 pages)View decision
