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 366763 results
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Decision Reference DRN-4724016
13 May 2024 Ageas Insurance Limited UpheldInsuranceDRN-4724016 The complaint Mr and Mrs S complain that Ageas Insurance Limited (Ageas) hasn’t handled a claim they made on their home contents policy properly, causing delay and inconvenience. What happened Mr and Mrs S have an insurance policy with Ageas that covers the contents of their ho... (2 pages)View decision -
Decision Reference DRN-4589239
13 May 2024 Bank of Scotland Plc UpheldMortgagesDRN-4589239 The complaint Mr P complains that Bank of Scotland plc (trading as Birmingham Midshires) gave him conflicting and incorrect information about porting his buy to let mortgage. He asks for compensation and confirmation he can port the mortgage to the property he’s currently livin... (4 pages)View decision -
Decision Reference DRN-4786457
13 May 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4786457 The complaint Mr P complains that HSBC UK Bank Plc didn't fairly deal with a claim he made under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’) and Chargeback claim in relation to a purchase he made with a supplier. What happened In May 2021 Mr P ordered two sofas ... (4 pages)View decision -
Decision Reference DRN-4727954
13 May 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4727954 The complaint Mrs V complains that Casualty & General Insurance Company (Europe) Ltd declined to cover the whole cost of the treatment her dog required in July 2023, on the basis that his treatment was for the continuation of a condition he suffered from in September 2022. ... (5 pages)View decision -
Decision Reference DRN-4793790
13 May 2024 Sesame Limited Not upheldInsuranceDRN-4793790 The complaint Mr and Mrs W complain that they were mis-sold a whole of life policy by an independent adviser representing Sesame Limited (Sesame). What happened Following advice from a Sesame representative in December 1991, Mr and Mrs W took out a whole of life policy which co... (2 pages)View decision -
Decision Reference DRN-4793649
13 May 2024 Ageas Retail Limited Not upheldInsuranceDRN-4793649 The complaint Mr G is unhappy with the way Ageas Retail Limited (Ageas) treated him when he asked them to investigate two potential data protection breaches. What happened In January 2024, Mr G contacted Ageas using their live chat function to discuss changing the vehicle insur... (2 pages)View decision -
Decision Reference DRN-4785654
13 May 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4785654 The complaint Mr K, through a representative, says Loans 2 Go irresponsibly lent to him. What happened On 27 April 2022 Mr K took out an 18-month loan for £300 from Loans 2 Go. The monthly repayments were £61.67 and the total repayable was £1,110.06. Mr K says the loan was mis-... (2 pages)View decision -
Decision Reference DRN-4792696
13 May 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4792696 The complaint Mrs S complains that Royal & Sun Alliance Insurance Limited (RSA) has unfairly refused to meet a claim she made under her household insurance. What happened Mrs S holds a property insurance policy for her home, which is about two hundred years old. In late 20... (3 pages)View decision -
Decision Reference DRN-4737199
13 May 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4737199 The complaint Mr C complains that AXA Insurance UK Plc unfairly declined a claim he made under his home insurance policy. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As AXA has accepted it is accountable for... (4 pages)View decision -
Decision Reference DRN-4009516
13 May 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-4009516 The complaint Mr S complains that eToro (UK) Ltd (‘eToro’) restricted his trading account and then closed the account without sufficient explanation. Mr S says he suffered financial loss and distress. What happened In February 2021 Mr S opened an online trading account provided... (3 pages)View decision
