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 4212 results
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Decision Reference DRN-3711838
16 Nov 2022 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-3711838 The complaint Mr B is complaining about delays in transferring his individual savings account (ISA), self- invested pension plan (SIPP) and trading account from Hargreaves Lansdown Asset Management (HLAM) to another provider (Company A). What happened In late April 2021, Mr B w... (4 pages)View decision -
Decision Reference DRN-2314192
9 Nov 2020 Inter Partner Assistance SA UpheldInsuranceDRN-2314192 The complaint Ms L complains about how Inter Partner Assistance SA (‘IPA’) dealt with a claim under her travel insurance policy when she fell ill abroad. All references to IPA include the agents it has appointed to handle claims. What happened Ms L held a travel insurance polic... (5 pages)View decision -
Decision Reference DRN-3464216
5 May 2022 Arrow Global Limited UpheldConsumer CreditDRN-3464216 The complaint Miss H has complained that Arrow Global Limited defaulted her account after writing to the wrong address. What happened This complaint surrounds a credit card account. Miss H had been in a payment plan with the original creditor since 2011, which she had kept up w... (4 pages)View decision -
Decision Reference DRN9947565
27 Feb 2020 Vitality Health Limited UpheldInsurance (excluding PPI)Mr D complains that Vitality Health Limited declined his claim against his private medical insurance policy. background The background to this complaint was set out in my provisional decision of 8 January 2020, an extract of which is attached and forms part of this final decision. So, I ... (6 pages)View decision -
Decision Reference DRN-4339807
12 Sep 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4339807 The complaint Miss E complains that HSBC UK Bank Plc (“HSBC”) failed to refund transactions from her account that she didn’t recognise. What happened Miss E reported numerous unusual transactions from her account and initially believed it was someone who she knew who was respon... (4 pages)View decision -
Decision Reference DRN-3142451
14 Mar 2022 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3142451 The complaint Mr B complains that Scottish Widows Limited failed to carry out sufficient due diligence activities when he asked to transfer some pension savings to an occupational pension scheme (OPS) in early 2013. What happened Mr B has been assisted in making his complaint b... (5 pages)View decision -
Decision Reference DRN-4465723
20 Nov 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-4465723 The complaint Mr and Mrs P complain that Nationwide Building Society did not register a Lasting Power of Attorney (LPOA). Mr and Mrs P are represented by their son in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as bein... (4 pages)View decision -
Decision Reference DRN-4067579
20 Jul 2023 Motability Operations Limited UpheldConsumer CreditDRN-4067579 The complaint Mr B complains that Motability Operations Limited mishandled an insurance claim when the car he had hired from it was stolen. Mr D says this has caused him significant distress, inconvenience and financial loss. What happened Due to health conditions Mr B was enti... (4 pages)View decision -
Decision Reference DRN-5142802
13 Nov 2024 esure Insurance Limited UpheldInsuranceDRN-5142802 The complaint Mrs G is unhappy with the way esure Insurance Limited (esure) have reported a claim she made under her motor insurance policy. Mrs G is being represented by a family member in this complaint, but for ease I have referred to Mrs G throughout. What happened In Ma... (4 pages)View decision -
Decision Reference DRN-3083491
10 Nov 2021 Admiral Insurance Company Limited Not upheldInsuranceDRN-3083491 The complaint Mr H has complained that Admiral Insurance Company Limited (‘Admiral’) declined his claim under his motor insurance policy and avoided the policy following theft of his vehicle. What happened Mr H added a vehicle to his motor insurance policy with Admiral in 2017.... (4 pages)View decision
