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 367928 results
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Decision Reference DRN-5070077
30 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5070077 The complaint In summary, Ms E complains about the administration of her HSBC UK Bank Plc credit card. What happened Ms E held a credit card with HSBC; the account defaulted in December 2022, closed, and it was passed to the bank’s internal collections department. To large... (4 pages)View decision -
Decision Reference DRN-4812872
30 Oct 2024 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-4812872 The complaint Mr and Mrs B complain about an investment bond they held with The Prudential Assurance Company Limited (‘Prudential’). They say: The value of their investment dropped by around £7,000 between their 2022 and 2023 annual statements. The charges were high agai... (4 pages)View decision -
Decision Reference DRN-5082241
30 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5082241 The complaint Mrs G complains that Admiral Insurance (Gibraltar) Limited mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle made with seven seats and first registered i... (3 pages)View decision -
Decision Reference DRN-5114174
30 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5114174 The complaint Ms Y has complained that Admiral Insurance (Gibraltar) Limited have dealt with her claim under her motor insurance policy on a split liability basis. She’s unhappy at the delay in obtaining witness evidence to support her claim that she wasn’t at fault for the ... (3 pages)View decision -
Decision Reference DRN-5108745
30 Oct 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5108745 The complaint Mr S complains that Inter Partner Assistance SA (“IPA”) hasn’t paid a cancellation claim under his travel insurance policy. What happened Mr S took out a single trip travel insurance policy online through a price comparison website on 30 March 2024 to cover a ... (4 pages)View decision -
Decision Reference DRN-4587161
30 Oct 2024 Lloyds Bank PLC Not upheldConsumer CreditDRN-4587161 The complaint Mr G has complained that Lloyds Bank PLC (“Lloyds”) didn’t fairly or reasonably deal with claims under the Consumer Credit Act 1974 (“CCA”) in relation to a holiday product bought using his credit card. What happened In November 2013, Mr G purchased holiday cl... (5 pages)View decision -
Decision Reference DRN-5017656
30 Oct 2024 Highway Insurance Company Limited Not upheldInsuranceDRN-5017656 The complaint Miss R complained that Highway Insurance Company Limited unfairly settled a third party claim against her motor insurance policy. What happened Miss R’s car was damaged in an incident with a bus. Highway paid for its repair. She was unhappy that Highway settled... (2 pages)View decision -
Decision Reference DRN-5114151
30 Oct 2024 Ageas Insurance Limited Not upheldInsuranceDRN-5114151 The complaint Mr L has complained about Ageas Insurance Limited. He isn’t happy about the way it settled a claim, on a split liability basis, under his motor insurance policy. What happened Mr L was involved in a motor accident when his wing mirror was struck by another veh... (2 pages)View decision -
Decision Reference DRN-5024713
30 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5024713 The complaint Mrs Y is unhappy with the way esure Insurance Limited (esure) handled a claim she made under her motor insurance policy. What happened In October 2022 Mrs Y was involved in a car accident involving a third-party vehicle. She contacted esure to report the accid... (4 pages)View decision -
Decision Reference DRN-5082684
30 Oct 2024 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5082684 The complaint Mr P, with the help of a professional representative, has complained about a transfer from his Legal and General Assurance Society Limited (‘L&G’) pension policy to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in Malta in November 2014. The QRO... (13 pages)View decision
