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 364422 results
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Decision Reference DRN-4783990
27 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4783990 The complaint Mr J is unhappy that HSBC Bank UK Plc deducted a pre-authorisation amount of £120 from his account when he spent significantly less on fuel. What happened In January 2024, Mr J made a pay at pump purchase of fuel amounting to £39.85. He explained that he received ... (3 pages)View decision -
Decision Reference DRN-4876487
27 Jun 2024 Covea Insurance plc UpheldInsuranceDRN-4876487 The complaint C, a limited company, complains Covea Insurance plc has only agreed to partially settle a claim against its buildings insurance policy. C is represented by its director. For ease of reading, I will refer to her actions as C’s. Covea is represented. For ease of rea... (3 pages)View decision -
Decision Reference DRN-3535190
27 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3535190 The complaint Ms P complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence before it accepted her Self-Invested Personal Pension (‘SIPP’) application and allowed her to i... (54 pages)View decision -
Decision Reference DRN-4820764
27 Jun 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4820764 The complaint Mr K complains that Legal and General Assurance Society Limited (L&G) has turned down an incapacity claim he made on a personal income protection insurance policy. What happened The circumstances of this complaint are well-known to both parties. So I’ve simply... (7 pages)View decision -
Decision Reference DRN-4745150
27 Jun 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4745150 The complaint Mr B has complained about Zurich Insurance PLC’s decision to cancel his motor trade policy. The administrator Mr B dealt with acted on behalf of Zurich. The broker also acted on behalf of the administrator, and therefore Zurich. All reference in my decision to the... (2 pages)View decision -
Decision Reference DRN-4715066
27 Jun 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4715066 The complaint Mr F is unhappy that Sainsbury’s Bank Plc collected a payment after he had cleared his credit card balance. What happened Mr F had a credit card with Sainsbury’s and had a direct debit set up to pay £200 off the balance every month. In December 2022, the direct de... (2 pages)View decision -
Decision Reference DRN-4856591
27 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4856591 The complaint Mrs S complaints that HSBC UK Bank PLC has failed to comply fully with her DSAR (data subject access request) for recordings of telephone calls she had had with it. What happened Mrs S says that in August 2023 she made a DSAR for all calls from February 2023 to Au... (2 pages)View decision -
Decision Reference DRN-4793868
27 Jun 2024 Dayinsure.com Limited Not upheldInsuranceDRN-4793868 The complaint Mrs H complains Dayinsure.com Limited mis-sold her a learner driver motor insurance policy. Mrs H has been represented for the complaint by Mr J. For simplicity in places I’ve referred to his comments as being those of Mrs H. What happened In February 2023 Mrs H t... (3 pages)View decision -
Decision Reference DRN-4812847
27 Jun 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4812847 The complaint Mrs N is unhappy with the decision made by Amtrust Europe Limited following a claim for storm damage on her home insurance policy for her rental property. Mrs N is being represented by Mr H in her complaint. For clarity, I have referred to Mrs N throughout this fi... (2 pages)View decision -
Decision Reference DRN-4861291
27 Jun 2024 Wakam UpheldInsuranceDRN-4861291 The complaint Mr D has complained that Wakam took too long to repair his car, which he used as a taxi, after he made a claim for damage to it under his taxi insurance policy. Any reference to Wakam includes its agents. What happened Mr D’s car was damaged in an accident. He ma... (3 pages)View decision
