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
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Decision Reference DRN-4593046
15 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4593046 The complaint Mr F complains HSBC UK Bank Plc unfairly charged him unarranged overdraft fees and turned him down for an overdraft on his current account. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the re... (3 pages)View decision -
Decision Reference DRN-4623118
15 Mar 2024 Equity For Growth (Securities) Limited UpheldInvestmentsDRN-4623118 The complaint Ms W complains that she was mis-sold an investment by Equity for Growth (Securities) Limited (EforG). She says she was given misleading information about the security of the investment. What happened In January 2019, Ms W invested £10,000 into MIX2 Ltd loan notes.... (23 pages)View decision -
Decision Reference DRN-4626977
15 Mar 2024 West Bay Insurance Plc UpheldInsuranceDRN-4626977 The complaint Mrs T has complained that West Bay Insurance caused delays and provided a poor service when she made a claim under her car insurance policy. What happened In May 2023 Mrs T made a claim for damage to her car following an incident involving a third party through he... (3 pages)View decision -
Decision Reference DRN-4617459
15 Mar 2024 One Insurance Limited UpheldInsuranceDRN-4617459 The complaint Mr H has complained that One Insurance Limited (OIL) avoided (treated it as if it never existed) his motor insurance policy and refused to pay his claim. What happened Mr H renewed his motor insurance policy with OIL through a broker. When his car was damaged whil... (3 pages)View decision -
Decision Reference DRN-4625696
15 Mar 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4625696 The complaint Mr C has complained about Admiral Insurance (Gibraltar) Limited’s decision to reject a claim he made for the costs of a replacement car key. Mr C wanted to make a claim under his car insurance policy. What happened Mr C registered a claim online with Admiral for t... (2 pages)View decision -
Decision Reference DRN-4623061
15 Mar 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4623061 The complaint Mr and Mrs J are unhappy that AXA PPP Healthcare Limited hasn’t covered the cost of outpatient consultations Mrs J had under their private medical insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won... (3 pages)View decision -
Decision Reference DRN-4604355
15 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4604355 The complaint Miss M complains that she experienced delays, poor service and no hire vehicle was provided by Royal & Sun Alliance Insurance Limited (RSA) following a non-fault accident claim, under her motor insurance policy. What happened Miss M was involved in a collision... (4 pages)View decision -
Decision Reference DRN-4656830
15 Mar 2024 AWP P&C S.A. Not upheldInsuranceDRN-4656830 The complaint Miss W has complained that AWP P&C SA has declined a curtailment claim under her travel insurance policy. What happened The details of this complaint are well known to both parties. In summary Miss W curtailed her trip abroad when her cousin took ill. He sadly... (2 pages)View decision -
Decision Reference DRN-4617607
15 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4617607 The complaint Ms N has complained that U K Insurance Limited trading as Privilege (UKI) unfairly settled a claim she made under her car insurance policy as a ‘fault’ claim. What happened Ms N made a claim to her insurer, UKI for damage to her car caused by a third party while p... (2 pages)View decision -
Decision Reference DRN-4682317
15 Mar 2024 Yorkshire Building Society UpheldMortgagesDRN-4682317 The complaint Mr and Mrs C complain about advice they got when taking out additional lending on their existing mortgage with Yorkshire Building Society trading as Chelsea Building Society, and about problems when they tried to refix the interest rate on the first part of the mo... (5 pages)View decision
