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 375119 results
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Decision Reference DRN-4765296
30 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4765296 The complaint Mrs M complains HSBC UK Bank PLC failed to protect her accounts from fraudulent activity which led to unauthorised transactions on her account, which in turn caused her distress and inconvenience. What happened The details of this case are well known to both pa... (3 pages)View decision -
Decision Reference DRN-5259312
30 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5259312 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited gave him incorrect information about recovering his motor insurance excess payment. What happened Mr M claimed on his insurance after an untraced driver collided with his car while it was parked. He phon... (2 pages)View decision -
Decision Reference DRN-5261718
30 Jan 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5261718 The complaint Miss G has complained about the way Domestic & General Insurance Plc (D&G) dealt with a claim under a household warranty. What happened Miss G took out a warranty for her washing machine. It covered her for amongst other things mechanical and electrica... (2 pages)View decision -
Decision Reference DRN-4783345
30 Jan 2025 Covea Insurance plc UpheldInsuranceDRN-4783345 The complaint T, a limited company, complains Covea Insurance plc (Covea) unfairly declined a claim for subsidence made under their buildings insurance policy. Any references to Covea includes their agents. T is represented by a managing agent who I’ll refer to as A. What ... (2 pages)View decision -
Decision Reference DRN-5270280
30 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5270280 The complaint Mr S complains HSBC UK Bank Plc unfairly reversed payments due to his account and restricted his access. What happened Mr S held a HSBC Flexible Saver account. On 10 November 2023 his account was blocked due to incoming payments. HSBC contacted Mr S about tra... (3 pages)View decision -
Decision Reference DRN-5026239
30 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsThe complaint Mrs A complains that Nationwide Building Society won’t refund payments she made with her debit card. What happened In March 2024 Mrs A was on holiday in Turkey. There was a jewellery store in her hotel. On 1 March she made three purchases from the store. Mrs A paid by two pay... (2 pages)View decision -
Decision Reference DRN-5295657
30 Jan 2025 Amtrust Europe Limited Not upheldInsuranceThe complaint Mr H is unhappy Amtrust Europe Limited didn’t agree to cover a claim on his legal expenses insurance policy. What happened Mr H has an employment dispute for which funding is being provided on a legal expenses policy he holds with a different insurer. Mr H says in July 2023 h... (3 pages)View decision -
Decision Reference DRN-5190270
30 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5190270 The complaint Mr M complains about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) decision to treat his car as a total loss, and its subsequent valuation, following damage sustained in an accident, under his motor insurance policy. What happened In January 2024 Mr M’s c... (4 pages)View decision -
Decision Reference DRN-5212106
30 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5212106 The complaint Miss R complains that her Monzo Bank Ltd debit card didn’t work during August 2024 and September 2024. She says she had to transfer funds to her her savings account as a result. What happened Miss R says she had been experiencing issues with her debit card from... (3 pages)View decision -
Decision Reference DRN-5263671
30 Jan 2025 Financial Administration Services Limited Not upheldInvestmentsDRN-5263671 The complaint Mr G complains Financial Administration Services Limited (Fidelity) has unfairly continued to charge fees on his ISA after he instigated a transfer to a new provider. What happened Mr G held an ISA with Fidelity for a number of years. In 2023, he decided to tr... (3 pages)View decision
