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 4338 results
-
Decision Reference DRN-4898115
4 Dec 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4898115 The complaint Miss L has complained, with the help of a professional representative, about a transfer of her The Prudential Assurance Company Limited (‘Prudential’) personal pension to a small self- administered scheme (SSAS) in September 2016. Miss L’s SSAS was subsequently... (11 pages)View decision -
Decision Reference DRN-3585674
8 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3585674 The complaint Mrs G complains that HSBC UK Bank Plc are trying to force her to use technology she does not wish to use in order to verify that her online transactions are genuine. What happened HSBC informed Mrs G that new payment regulations had been introduced to keep custome... (3 pages)View decision -
Decision Reference DRN-3357128
9 Mar 2022 Ageas Insurance Limited Not upheldInsuranceDRN-3357128 The complaint Mr T complains that Ageas Insurance Limited (Ageas) has unfairly voided his policy. What happened I issued my provisional decision on this case on 22 February 2022. It was my intention to come to a different outcome to our investigator, and so I wanted to give bot... (4 pages)View decision -
Decision Reference DRN-3021814
17 Sep 2021 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-3021814 The complaint Mr J has complained that Admiral Insurance (Gibraltar) Limited (Admiral) undervalued his van following a total loss claim. What happened Following an incident with a third-party vehicle Mr J submitted a claim on his commercial motor polic... (3 pages)View decision -
Decision Reference DRN-4027527
21 Mar 2023 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4027527 The complaint Mr O complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) handled and recorded a notification he made about an incident under his motor insurance policy. What happened Mr O had a motor insurance policy with Admiral covering his car. In June 2022 h... (4 pages)View decision -
Decision Reference DRN5967092
27 Oct 2020 State Bank Of India (UK) Limited Not upheldBanking and creditMr C complains that the State Bank of India (UK) Limited (SBI) won’t refund payments made using his debit card that he says he didn’t make or authorise. background Mr C disputed 16 transactions totalling over £18,000, which took place over three weeks starting at the end of August 2018. He... (3 pages)View decision -
Decision Reference DRN1558684
29 Jan 2020 Honda Finance Europe Plc Not upheldBanking and creditMrs L complains Honda Finance Europe Plc (Honda) misrepresented a hire purchase agreement she entered into.backgroundIn June 2016, Mrs L took out a hire purchase agreement to acquire a used car. Mrs L says she took out the agreement to enable her son to acquire the vehicle; he has failed a... (4 pages)View decision -
Decision Reference DRN-2823432
10 Dec 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2823432 The complaint Miss D complains that Barclays Bank UK Plc did not help recover the money she paid to a scam investment company. What happened The circumstances of this complaint are well known to both parties, so I will not repeat them all again here in detail. But I will provid... (4 pages)View decision -
Decision Reference DRN-4944903
6 Mar 2025 ITI Capital Limited Not upheldInvestmentsDRN-4944903 The complaint Mr A complains about ITI Capital Limited (ITI Capital). He said he has been unable to access or decide what to do with shares in a company that it holds for him. Mr A said ITI Capital should give him his shares back or pay compensation equivalent to their worth... (3 pages)View decision -
Decision Reference DRN5194731
18 Nov 2014 BUPA Insurance Limited UpheldInsurance (excluding PPI)Mr B complains about BUPA Insurance Limited’s decision to decline benefit for inpatient care required following an approved day-patient admittance for a gastroscopy.backgroundMr B contacted BUPA in March 2014 to authorise a gastroscopy. BUPA authorised the procedure on a day-patient basi... (3 pages)View decision
