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 360264 results
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Decision Reference DRN-4564996
23 Jan 2024 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-4564996 The complaint Mr D complains that Somerset Bridge Insurance Services Limited trading as Go Skippy (Somerset) unfairly cancelled his motor insurance policy. For ease, any reference to Somerset includes the actions of its agent. What happened The circumstances of this complaint a... (4 pages)View decision -
Decision Reference DRN-4575106
23 Jan 2024 Aviva Insurance Limited UpheldInsuranceDRN-4575106 The complaint Mr and Mrs R complain about the way Aviva Insurance Limited dealt with a claim they made under their home emergency insurance policy for a drainage problem. Mr R has primarily dealt with things so, for simplicity, I’ll refer to him only. Reference to Aviva include... (4 pages)View decision -
Decision Reference DRN-4490846
23 Jan 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4490846 The complaint Mr B complains that American Express Services Europe Limited (Amex) required him to complete a name change form in order to change the direct debit mandate in connection with his credit card. What happened Mr B wanted to change the bank account from which his Amex... (3 pages)View decision -
Decision Reference DRN-4535998
23 Jan 2024 Equifax Limited Not upheldConsumer CreditDRN-4535998 The complaint Mr P complains that Equifax Limited declined his request to delete his personal information. What happened In September 2023 Equifax responded to a Data Subject Access Request (DSAR) Mr P made and sent him a copy of his credit file. Mr P went on to contact Equifax... (2 pages)View decision -
Decision Reference DRN-4256131
23 Jan 2024 U K Insurance Limited Not upheldInsuranceDRN-4256131 The complaint Mrs K complains UK Insurance Limited (UKI) handled her subsidence claim poorly. UKI’s been represented by agents during the claim. For simplicity I’ve referred to the agents’ actions as being UKI’s own. For the same reason I’ve referred to Mrs K’s representative’s... (3 pages)View decision -
Decision Reference DRN-4517484
23 Jan 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4517484 The complaint Mr R has complained about the way AXA PPP Healthcare Limited trading as AXA Health dealt with a claim he made under his private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here.... (2 pages)View decision -
Decision Reference DRN-4552104
23 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4552104 The complaint Mrs K complains NewDay Ltd said she’d need a mobile phone if she wanted to carry on using her credit card. What happened Mrs K says she’d had a John Lewis credit card for several years and found it useful as she shopped at Waitrose on a regular basis meaning she e... (3 pages)View decision -
Decision Reference DRN-4575409
23 Jan 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4575409 The complaint Mr M complains that Starling Bank Limited didn’t do enough to prevent the loss he suffered when he sent money to a Starling account as the result of a scam. Mr M has used a representative to bring his complaint, but for ease of reading, I’ll mostly just refer to M... (2 pages)View decision -
Decision Reference DRN-4537184
23 Jan 2024 Aon UK Limited UpheldPensions and AnnuitiesDRN-4537184 The complaint Mr C complained Aon UK Limited (Aon) caused a significant delay to the transfer of his pension benefits to his SIPP, leading to a financial loss in terms of a reduced transfer value and costs associated with late access to a tax free lump sum. He is seeking compen... (6 pages)View decision -
Decision Reference DRN-4575104
23 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4575104 The complaint Mr C complains that HSBC UK Bank Plc (“HSBC”) is holding him liable for the debt on a loan which he says was taken out as a result of a scam. Mr C is represented by his dad, but for ease of reading I’ve referred mainly to just Mr C throughout this decision. What h... (3 pages)View decision
