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 365360 results
-
Decision Reference DRN-4627105
18 Mar 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-4627105 The complaint Mrs L and Mr C are unhappy with how Haven Insurance Company Limited has settled a claim made against Mrs L’s motor insurance policy. What happened Mrs L held a motor insurance policy that was underwritten by Haven. In 2022, Mrs L’s named driver, Mr C, was involved... (3 pages)View decision -
Decision Reference DRN-4644528
18 Mar 2024 Society of Lloyd's Not upheldInsuranceDRN-4644528 The complaint Mr M complains that Society of Lloyd’s (“Lloyd’s”) unfairly cancelled his motor insurance policy. What happened Mr M had an iconic vehicle. For the year from late January 2022, he insured the vehicle with a syndicate at Lloyd’s. For the year from late January 2023... (3 pages)View decision -
Decision Reference DRN-4401233
18 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4401233 The complaint Mr C complains that Nationwide Building Society prevented him from accessing his savings account online and is also unhappy about the service he received from Nationwide when he expressed his dissatisfaction. What happened In April 2023 after arranging funds to be... (2 pages)View decision -
Decision Reference DRN-4461163
18 Mar 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4461163 The complaint Mr N complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) unreasonably held on to his funds. He’d like to be compensated. What happened Mr N holds an account with Cashplus, that he used irregularly. But in late March 2023 Cashplus restricte... (3 pages)View decision -
Decision Reference DRN-4672348
18 Mar 2024 AIB Group (UK) Plc Not upheldBanking and PaymentsDRN-4672348 The complaint Mr B has been having problems with making online payments from his account with AIB Group (UK) Plc (“AIB”) and believes there has been a lack of support. As a resolution to the matter Mr B would like his accounts restored to how they were before March 2022. What ... (3 pages)View decision -
Decision Reference DRN-4601902
18 Mar 2024 British Gas Insurance Limited UpheldInsuranceDRN-4601902 The complaint Ms D complains that British Gas Insurance Limited provided a poor standard of service and damaged her property when repairing a gas pipe under her home emergency policy. What happened Ms D held a heating and plumbing and electrics policy with British Gas to cover ... (3 pages)View decision -
Decision Reference DRN-4623155
18 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4623155 The complaint Mr R and Mrs R complain about U K Insurance Limited’s (“UKI”) decision to not offer Mrs R Protected No-Claims Discount on her car insurance policy. Mr R has acted as the main representative during the complaint process. So, for ease of reference, I will refer to a... (3 pages)View decision -
Decision Reference DRN-4690458
18 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4690458 The complaint Mr G and Ms S complain about the service received from U K Insurance Limited trading as Privilege Insurance (UKI) after trying to make a claim under their home insurance policy. Where I’ve referred to UKI throughout, this also includes any actions and communicatio... (6 pages)View decision -
Decision Reference DRN-4587908
18 Mar 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4587908 The complaint Mr W is unhappy with PayPal (Europe) Sarl et Cie SCA (“PayPal”) decision to limit his account and refer it to a collection agency. Mr W is also unhappy with PayPal’s handling of his personal data and his Data Subject Access Request (“DSAR”). What happened Mr W hel... (3 pages)View decision -
Decision Reference DRN-4414330
18 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4414330 The complaint Mr and Mrs C complain about the exchange rate HSBC UK Bank Plc (“HSBC”) applied to their international money transfer. I have just referred to Mr C in this decision. What happened In July 2023, Mr C instructed a transfer of US Dollars 110,000.00 from his bank abro... (2 pages)View decision
