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 370903 results
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Decision Reference DRN-4743476
1 Jul 2024 Hamilton Insurance Designated Activity Company Not upheldInsuranceDRN-4743476 The complaint Miss A and Mr B complain about how Hamilton Insurance Designated Activity Company (Hamilton) handled their claim against their travel insurance policy. Reference to Hamilton includes its agents. What happened In summary, Miss A and Mr B have an annual travel insur... (3 pages)View decision -
Decision Reference DRN-4698168
1 Jul 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4698168 The complaint X complains that Wise Payments Limited blocked and then closed his account with it, and that it returned most of the funds on the account to a payer, rather than to him. What happened In May 2023 X received a payment of €4,985 to his account with Wise, which provi... (2 pages)View decision -
Decision Reference DRN-4662094
1 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4662094 The complaint Mr C complains that HSBC UK Bank Plc decided to unfairly close his bank account and share incorrect information about him. This negatively impacted his credit file, and caused him significant detriment. He’d like compensation for the impact and his credit file rep... (4 pages)View decision -
Decision Reference DRN-4882567
1 Jul 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4882567 The complaint Mrs L is unhappy because Red Sands Insurance Company (Europe) Limited declined a claim she made on her pet insurance policy. What happened In October 2023, Mrs L made a claim under her policy with Red Sands for the cost of treatment after her dog was injured by a ... (5 pages)View decision -
Decision Reference DRN-4790644
1 Jul 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4790644 The complaint Mr T is unhappy that his legal expenses insurance claim has been declined by Liverpool Victoria Insurance Company Ltd (LV) and by how it handled his claim. What happened Mr T purchased home insurance on 13 December 2022. He has told this service that at the time o... (3 pages)View decision -
Decision Reference DRN-4719986
1 Jul 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4719986 The complaint Mr B is unhappy in the way that Mercedes-Benz Financial Services UK Limited trading as Mercedes Benz Financial Services (“MBFS”) communicated with him before his hire purchase agreement came to an end. What happened Mr B acquired a car under a 24 month hire purcha... (2 pages)View decision -
Decision Reference DRN-4879845
1 Jul 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4879845 The complaint Mr K’s complaint against Phoenix Life Limited (trading as Standard Life Assurance Limited) is about the partial transfer of his pension to another pension provider. Mr K is unhappy that some of the funds sold were then held in cash for over a month before they wer... (10 pages)View decision -
Decision Reference DRN-4829869
1 Jul 2024 TSB Bank plc Not upheldMortgagesDRN-4829869 The complaint Mr H complains that his mortgage lender, TSB Bank plc, failed to show support and forbearance at a difficult time. What happened Mr H has a mortgage with TSB. Sadly, in 2023, he suffered a family bereavement. Not only was this a difficult time emotionally, but Mr ... (4 pages)View decision -
Decision Reference DRN-4883266
1 Jul 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4883266 The complaint Mrs G and Miss G are unhappy that Astrenska Insurance Limited (Astrenska) increased the premium on their travel policy mid-way. Any reference to Astrenska includes all its agents. What happened Mrs G and Miss G had a joint annual travel insurance policy. The polic... (3 pages)View decision -
Decision Reference DRN-4883236
1 Jul 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4883236 The complaint A solicitors’ firm representing Mrs C complains on her behalf about St. James's Place Wealth Management Plc, referred to as ‘SJP’. In summary, it says that Mrs C didn’t receive a review of her investments in 2018 so had been wrongly charged for a service that... (4 pages)View decision
