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 1466 results
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Decision Reference DRN-3761062
5 Dec 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3761062 The complaint Miss N complains she was the victim of an investment scam and that Bank of Scotland plc trading as Halifax didn’t do enough to stop that from happening or to recover her money. What happened The detailed background to this complaint is well known to both parties. ... (4 pages)View decision -
Decision Reference DRN3368486
17 May 2019 Close Brothers Limited UpheldBanking and creditMr P complains a car Close Brothers Limited supplied to him under a conditional sale agreement wasn’t of satisfactory quality. backgroundIn early April 2018 Close Brothers supplied a car to Mr P under a conditional sale agreement. It was about 10 years old, had c... (4 pages)View decision -
Decision Reference DRN2894728
28 Apr 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains that British Gas Insurance Limited damaged his boiler when it did a service under his home care insurance. He’s also unhappy about how it dealt with his complaint.backgroundIn October 2014 Mr W took out home care insurance with British Gas. It did a ser... (3 pages)View decision -
Decision Reference DRN-3652793
30 Sep 2022 National House-Building Council Not upheldInsuranceDRN-3652793 The complaint Mr W complains National House-Building Council (NHBC) unfairly declined a claim on his Buildmark building warranty policy, for fire safety issues. What happened Mr W owns a new-build apartment that’s covered by a ten-year building warranty policy. In 2020, the man... (6 pages)View decision -
Decision Reference DRN-5377915
6 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5377915 The complaint Mr G is represented by a claims management company (CMC). He has complained about a transfer from his Zurich Assurance Ltd group personal pension to a small self-administered scheme (“SSAS”) in July 2015. The aim of the transfer appears to have been to invest p... (25 pages)View decision -
Decision Reference DRN-3595648
17 Feb 2023 Hiscox Underwriting Limited Not upheldInsuranceDRN-3595648 The complaint A limited company, that I’ll refer to as C, has complained about Hiscox Insurance Company Limited’s refusal of a claim for business interruption cover under its business insurance policy. Mr S, as a director of C, has brought the complaint on its behalf. Mr S is a... (5 pages)View decision -
Decision Reference DRN-3759935
15 Dec 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3759935 The complaint Mr and Mrs R complain that HSBC UK Bank Plc hasn’t reimbursed them for payments Ms R sent to an investment scam. What happened Ms R has explained to us she saw cryptocurrency and bitcoin investments on television and wanted to give it a go. She was contacted by so... (3 pages)View decision -
Decision Reference DRN-2127678
4 Jan 2021 esure Insurance Limited Not upheldInsuranceDRN-2127678 The complaint Mr F is unhappy that esure Insurance Limited (esure) hasn’t settled his claim in full following a burglary at his home. What happened Mr F had buildings and contents insurance with esure. His home was burgled during the night while he and his family were asleep. H... (3 pages)View decision -
Decision Reference DRN0005783
2 Mar 2016 Great Lakes Reinsurance (UK) SE UpheldInsurance (excluding PPI)Mr R complains about Great Lakes Reinsurance (UK) SE’s handling of his claim under a home emergency insurance policy.backgroundMr R made a claim on 15 December 2014, when his boiler broke down. Great Lakes attended the following day and told him that parts were needed (... (4 pages)View decision -
Decision Reference DRN-5298329
30 Jan 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5298329 The complaint Mrs A has complained about how Domestic & General Insurance Plc (D&G) dealt with damage to her TV when she made a claim under a warranty. References to D&G include companies acting on its behalf. What happened Mrs A contacted D&G to arrange a ... (4 pages)View decision