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 4303 results
-
Decision Reference DRN-4536108
15 Jan 2024 Marshmallow Insurance Limited Not upheldInsuranceDRN-4536108 The complaint Mr T complains that Marshmallow Insurance Limited has recorded an open claim on his motor insurance policy and asked for his full year’s premium to be paid when he cancelled his policy. What happened Another driver’s representatives contacted Marshmallow to alleg... (2 pages)View decision -
Decision Reference DRN-4763125
26 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4763125 Complaint Mr D is unhappy that HSBC UK Bank Plc didn’t reimburse him after he fell victim to a scam. Background In November 2018, Mr D fell victim to a scam. He wanted to buy private registration plates and found some for sale on a well-known online platform. He agreed a price,... (2 pages)View decision -
Decision Reference DRN-4809457
6 Jun 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4809457 The complaint K, a limited company, complains that TSB Bank plc didn’t complete a switch of its bank account and provide sufficient support and help. What happened K asked TSB to switch its bank account from a different financial business which I will anonymise here as the ‘old... (2 pages)View decision -
Decision Reference DRN-5011707
30 Sep 2024 Liverpool Victoria Financial Services Limited UpheldPensions and AnnuitiesDRN-5011707 The complaint Mr D has complained about the delays in transferring his pension held with Liverpool Victoria Financial Services Limited (‘LV’) to Legal and General (‘L&G’) to purchase an annuity. Mr D has stated that delays caused by LV resulted in a quoted annuity rate e... (5 pages)View decision -
Decision Reference DRN9281955
1 Aug 2013 Swinton Group Ltd UpheldInsurance (excluding PPI)Mr A and Miss A’s complaint concerns the way Swinton Group Ltd (“Swinton”) dealt with their motor insurance policy, by taking payments from the named driver and allowing her to change the vehicle, without notifying them that this could result in the policy being declared void.backgroundMr... (2 pages)View decision -
Decision Reference DRN-3098175
11 Oct 2021 Amtrust Europe Limited UpheldInsuranceDRN-3098175 The complaint Mrs A complains that Amtrust Europe Limited won’t consider her claim under her building warranty as it says she isn’t an eligible policyholder under the terms of the warranty. What happened Mrs A completed the purchase of her property in October 2015, and the warr... (2 pages)View decision -
Decision Reference DRN9559912
13 Dec 2019 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Mr D has complained that Calpe Insurance Company Limited unfairly cancelled his car insurance policy and looked to recover third party claim costs from him. backgroundMr D bought a car insurance policy with Calpe. In March 2018 Calpe received a claim from a third party’s representative (TP... (5 pages)View decision -
Decision Reference DRN-3417945
12 Sep 2022 Westfield Contributory Health Scheme Not upheldInsuranceDRN-3417945 The complaint Mr K complains about how Westfield Contributory Health Scheme dealt with his private health insurance claim. What happened Mr K has a private health insurance cash back plan insured by Westfield. On or about 1 June 2021 Mr K saw a doctor abroad who sent him a repo... (4 pages)View decision -
Decision Reference DRN8636750
31 Oct 2014 Letchworth Autoway Centre Limited UpheldPayment protection insurance (PPI)This complaint is about a single premium payment protection insurance (“PPI”) policy, sold alongside a hire purchase agreement in 2007. Mr C says that Letchworth Autoway Centre Limited (“Letchworth”) mis-sold the policy.backgroundThe background to this complaint is set out in my provis... (5 pages)View decision -
Decision Reference DRN-3147509
7 Nov 2021 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-3147509 The complaint Mr M complains on behalf of “R”, a limited company, that Allied World Assurance Company (Europe) dac (“Allied World”) unfairly voided and terminated R’s buildings insurance policy. What happened R is a company which was formed by the leaseholders of a residential... (4 pages)View decision
