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 371485 results
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Decision Reference DRN-4845320
30 Jul 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4845320 The complaint Mr R complains that The Prudential Assurance Company Limited failed to pay him pension benefits he was due following a request he made in early 2023. What happened Mr R has been assisted in his dealings with Prudential and in making this complaint, for reasons ... (4 pages)View decision -
Decision Reference DRN-4937703
30 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4937703 The complaint Ms A complains that AXA Insurance UK Plc has unfairly refused to cover the cost of mould removal following a claim for escape of water under her buildings insurance policy. Where I refer to AXA, this includes the actions of its agents and claims handlers for w... (3 pages)View decision -
Decision Reference DRN-4695325
30 Jul 2024 British Gas Insurance Limited UpheldInsuranceDRN-4695325 The complaint Mr L complains about the settlement offered to him by British Gas Insurance Limited after he made a claim under his Kitchen Appliance insurance policy. He’s also unhappy with British Gas’s handling of his claim. What happened Mr L holds Kitchen Appliance cover... (3 pages)View decision -
Decision Reference DRN-4937556
30 Jul 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4937556 The complaint Mr V complains Wise Payments Limited didn’t do enough to protect him when he fell victim to a job scam. What happened Mr V has an account with Wise which he says the scammer recommended he open. He also has an account with another business who I’ll refer to as ... (3 pages)View decision -
Decision Reference DRN-4886317
30 Jul 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4886317 The complaint Mr H is unhappy that Inter Partner Assistance S.A (IPA) declined a claim made under his travel insurance policy. What happened Mr H says he was unwell, and, because of this, he was unable to go to a planned event within the UK in February 2024. He made a clai... (2 pages)View decision -
Decision Reference DRN-4935169
30 Jul 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4935169 The complaint Mrs H has complained that The National Farmers' Union Mutual Insurance Society Limited (NFU) mis-sold her home insurance policy after it declined a claim for damage to her boundary wall. What happened Mrs H made a claim under her Home Insurance policy, wh... (8 pages)View decision -
Decision Reference DRN-4641758
30 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4641758 The complaint Mr B complains that HSBC UK Bank Plc has failed to identify his savings accounts and can’t account for their closure of where the funds have gone. What happened Mr B said that in the mid-1990s he opened four accounts in his name, including a cash ISA and high ... (3 pages)View decision -
Decision Reference DRN-4871360
30 Jul 2024 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4871360 The complaint Mr M complains that Fortegra Europe Insurance Company Ltd have declined his claim for minor cosmetic damage repairs to his car. What happened In February 2024 Mr M made a claim under the cosmetic Minor Damage Protection Insurance policy he held with Fortegra f... (3 pages)View decision -
Decision Reference DRN-4908361
30 Jul 2024 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-4908361 The complaint Mr H is unhappy that Great Lakes Insurance UK Limited declined a claim made under his travel insurance policy. What happened Mr H says he was unwell and, as a result, was unable to go on a UK trip booked for March 2024. He says he cancelled his booking. He mad... (2 pages)View decision -
Decision Reference DRN-4937139
30 Jul 2024 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-4937139 The complaint Mr A complains that eBay Commerce UK Ltd held on to money in his account without justification for three weeks, and he would like compensation. I have described the consumer as ‘Mr A’ as to use the single letter of his surname could identify him. What happened... (4 pages)View decision
