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 360264 results
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Decision Reference DRN-4595266
22 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4595266 Complaint Mr K is unhappy that Santander UK Plc didn’t reimburse him after he fell victim to a scam. Background In April 2023, Mr K entered into an agreement to make a bulk purchase of a popular drink. He intended to resell those drinks to retailers in the UK. He’d become aw... (3 pages)View decision -
Decision Reference DRN-5098540
22 Oct 2024 Best Practice IFA Group Limited UpheldPensions and AnnuitiesDRN-5098540 The complaint Mr P complains that Best Practice IFA Group Limited (“Best Practice”) provided him with incorrect information about the charges that were included in the performance figures of investments that were recommended to him. What happened I issued a provisional decis... (5 pages)View decision -
Decision Reference DRN-4933404
22 Oct 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4933404 The complaint Mrs M complains that Phoenix Life Limited (Phoenix) mis-sold her Section 32 Buyout policy to her. She also complains that the amount Phoenix now tells her she is due under the policy is too low. Mrs M says she has certificates which indicate the value at age 60... (6 pages)View decision -
Decision Reference DRN-4999664
22 Oct 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4999664 The complaint Mr C complains that Aviva Life & Pensions UK Limited (Aviva) failed to allocate contributions to his pension plan causing him distress and inconvenience and wasting his day off work in trying to resolve the issue. He wants compensation for the inconvenience... (3 pages)View decision -
Decision Reference DRN-4768915
22 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4768915 The complaint Ms R complains that HSBC UK Bank Plc (“HSBC”) failed to help her claim a refund from a retailer. What happened In April 2023, Ms R placed an order with a retailer that I’ll call ‘C’, for a new cooker and a new washer dryer. She paid a total of £908 using her HS... (3 pages)View decision -
Decision Reference DRN-4961270
22 Oct 2024 Euroins AD Not upheldInsuranceDRN-4961270 The complaint Mrs B and Mr F complain Euroins AD unfairly declined their claim when they needed to cancel their holiday. What happened Mrs B and Mr F held a travel insurance policy underwritten by Euroins. They first took the policy out in 2021, and they renewed it in the fo... (3 pages)View decision -
Decision Reference DRN-4986126
22 Oct 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4986126 The complaint Mr J has complained about the way that AXA Insurance UK Plc repaired his roof after he made a claim under his home insurance policy and about the service he received. References to AXA in this decision include its agents and contractors. What happened In Nove... (4 pages)View decision -
Decision Reference DRN-5098743
22 Oct 2024 HCC International Insurance Company Plc Not upheldInsuranceDRN-5098743 The complaint H complains HCC International Insurance Company Plc trading as Tokio Marine HCC (“TM”) unfairly declined a claim it made on its commercial property insurance following a fire. H is made up of two flats, its director has consented to a complaint being brought by... (4 pages)View decision -
Decision Reference DRN-4982599
22 Oct 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4982599 The complaint Miss G complains that Wise Payments Limited won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it all in detail here.... (3 pages)View decision -
Decision Reference DRN-5098293
22 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5098293 The complaint Mr G and X were unhappy with the delays to their claim and the cash settlement they were offered by esure Insurance Limited (“esure”) under their home insurance policy. What happened Following a leak, esure accepted a claim made by Mr G and X for repairing the ... (5 pages)View decision
