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 370904 results
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Decision Reference DRN-4871217
2 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4871217 The complaint Ms G complains about AXA Insurance UK Plc’s response to her home insurance claim. AXA are the underwriters (insurers) of this policy. Much of this complaint concerns the actions of their appointed repair agents. As AXA accept they are accountable for the actions o... (2 pages)View decision -
Decision Reference DRN-4815309
2 Jul 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4815309 The complaint Mr H complains that James Hay Administration Company Ltd trading as James Hay Partnership (JH) ought to have notified him about a corporate action that involved a share I’ll refer to as share S. He says he’s lost out financially because it didn’t, as his shares we... (9 pages)View decision -
Decision Reference DRN-4855709
2 Jul 2024 Wakam Not upheldInsuranceDRN-4855709 The complaint Mrs C’s complaint is about the rejection of a claim made under her pet insurance policy with Wakam. What happened In October 2021, Mrs C’s dog was spayed. Mrs C says the operation was medically necessary, as her dog had discharge and a temperature which the vet sa... (4 pages)View decision -
Decision Reference DRN-4883915
2 Jul 2024 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-4883915 The complaint Mr C’s representative has complained, on his behalf, that Harbour Rock Capital Limited (HR) delayed the advice and transfer process for his defined benefits he held with an occupational pension scheme (OPS). The representative has said that this resulted in the ex... (9 pages)View decision -
Decision Reference DRN-4821058
2 Jul 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4821058 The complaint C, a limited company, complains PayPal (Europe) Sarl et Cie SCA limited its account. What happened C is represented by Mr N, a director. PayPal limited, or suspended, C’s account. Mr N complained as there was a significant amount of money in the account. PayPal ag... (2 pages)View decision -
Decision Reference DRN-4884298
2 Jul 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4884298 The complaint Mr R complains about the quality of a car he acquired through a conditional sale agreement financed by Moneybarn No.1 Limited (Moneybarn). What happened In October 2022 Mr R acquired a used car through a conditional sale agreement financed by Moneybarn. Mr R said ... (4 pages)View decision -
Decision Reference DRN-4601936
2 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4601936 The complaint Mr and Mrs D complain that HSBC UK Bank Plc wrote to Mrs D to say she had opted to receive online statements of their account, when this was incorrect. What happened Mr and Mrs D hold a joint account with HSBC. Mr D opted for online banking several years ago, but... (2 pages)View decision -
Decision Reference DRN-4884169
2 Jul 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4884169 The complaint Mr B has complained about Royal & Sun Alliance Insurance Limited (RSA) as he feels it handled his water leak claim badly, including causing delays which resulted in costs being incurred. What happened Mr B suffered a bereavement in 2022 and around that time he... (3 pages)View decision -
Decision Reference DRN-4843148
2 Jul 2024 Openwork Limited Not upheldMortgagesDRN-4843148 The complaint This complaint’s about a mortgage that Mr and Mrs C took out based on advice given by Openwork Limited trading as The Openwork Partnership (TOP) in 2022. They say they should have been steered towards a five-year fixed rate rather than a two-year deal. What happen... (3 pages)View decision -
Decision Reference DRN-4785737
2 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4785737 The complaint Ms J has complained about her car insurer esure Insurance Limited (Esure). She feels it undervalued her car, which had been declared a total loss, and delayed paying her the settlement it did offer. What happened Ms J had an accident, made a claim and Esure felt t... (3 pages)View decision
