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 370149 results
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Decision Reference DRN-4646951
21 Aug 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4646951 The complaint Ms B complains that Haven Insurance Company Limited unfairly voided her home insurance policy after she made a claim. Where I refer to Haven, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The deta... (3 pages)View decision -
Decision Reference DRN-4661217
21 Aug 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4661217 The complaint Mr B complains that Wise Payments Limited refused to reimburse him after he fell victim to a job scam. What happened Mr B has explained that he received contact from who he believed was a recruitment company (but was in fact a fraudster) via an instant messagin... (4 pages)View decision -
Decision Reference DRN-4975964
21 Aug 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4975964 The complaint Mr M has complained that Aviva Life & Pensions UK Limited failed to clarify his instructions when setting up an annuity with a guaranteed annuity rate (GAR) with his pension fund, which in turn led to reduction in the terminal bonus applied and has also res... (5 pages)View decision -
Decision Reference DRN-4843632
21 Aug 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4843632 The complaint Miss A and Mr H have complained about the settlement offered by Accredited Insurance (Europe) Ltd (‘Accredited’) following a claim under their home insurance policy. References to Accredited include companies acting on its behalf. What happened Miss A and Mr ... (3 pages)View decision -
Decision Reference DRN-4717879
21 Aug 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4717879 The complaint Mr W complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (Audi) irresponsibly entered into a hire purchase agreement with him. He says they shouldn’t have lent to him because the loan was unaffordable. Mr W further compl... (5 pages)View decision -
Decision Reference DRN-4978815
21 Aug 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4978815 The complaint Ms W and Mr W complain that HSBC UK Bank Plc (‘HSBC’) should pay them more compensation than it has offered after admitting poor service and allow them to reactivate a closed account and/or open a new current account. What happened Ms W and Mr W previously hel... (4 pages)View decision -
Decision Reference DRN-4929675
21 Aug 2024 HDI Global Specialty SE UpheldInsuranceDRN-4929675 The complaint Mr C complains that when he tried to claim on his pet insurance policy with HDI Global Specialty SE he was told the cover only started a month after he had bought the policy and his claim was not covered. Where I refer to HDI, that includes its agents acting on... (4 pages)View decision -
Decision Reference DRN-4855847
21 Aug 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4855847 The complaint Miss D complains about how Advantage Insurance Company Limited handled her claim against her motor insurance policy and its decision to decline her claim. Reference to Advantage includes its agents. What happened In summary, on 2 October 2022, Miss D says she ... (5 pages)View decision -
Decision Reference DRN-4939288
21 Aug 2024 Aviva Insurance Limited UpheldInsuranceDRN-4939288 The complaint Mr U complains about Aviva Insurance Limited (“Aviva”) and their decision to decline the claim he made on his Motorhome insurance policy. Mr U has been represented by Ms B during the claim and complaint process. For ease of reference, I will refer to any action... (5 pages)View decision -
Decision Reference DRN-4899186
21 Aug 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4899186 The complaint Mr and Mrs G have complained about the cash sum AXA Insurance UK Plc paid to settle a claim they made under their home and buildings insurance policy following an escape of water. Mr and Mrs G complained that AXA had mis-sold the policy to them. All reference t... (3 pages)View decision
