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 380824 results
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Decision Reference DRN-4637805
16 Oct 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4637805 The complaint Miss P complains that AXA Insurance UK Plc has unfairly handled a claim made on her landlords insurance policy. What happened Miss P has had the assistance of her managing agent throughout the claim and complaint process, but for ease of reference throughout th... (5 pages)View decision -
Decision Reference DRN-5085940
16 Oct 2024 QIC Europe Ltd UpheldInsuranceDRN-5085940 The complaint Mr R and Mrs K complained about the quality of repairs, the delay in their claim and overall poor service they’ve received from QIC Europe Ltd (“QIC”) who provide their home insurance policy. What happened Mr R and Mrs K made a claim when the roof of a neighbou... (3 pages)View decision -
Decision Reference DRN-5054298
16 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5054298 The complaint Mr G complains about HSBC UK Bank Plc trading as first direct’s decision to decline his overdraft application. What happened Mr G was an existing first direct current account customer with an overdraft of £250. Earlier this year, Mr G contacted first direct to... (2 pages)View decision -
Decision Reference DRN-4779628
16 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4779628 The complaint Miss J complains that AXA Insurance UK Plc has treated her unfairly when valuing her motor vehicle following a total loss claim. What happened On 5 January 2024, Miss J made a claim on her Horsebox motor insurance policy after her horsebox caught fire. The hors... (3 pages)View decision -
Decision Reference DRN-4857998
16 Oct 2024 Unum Ltd UpheldInsuranceDRN-4857998 The complaint Mr L complains that Unum Ltd hasn’t agreed to fully settle an incapacity claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think... (5 pages)View decision -
Decision Reference DRN-5085366
16 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5085366 The complaint Mrs K is unhappy that Bank of Scotland plc trading as Halifax blocked several payments that she tried to make while on holiday overseas. What happened Mrs K travelled overseas on holiday. Before she did, she purchased a Travel Smart Service from Halifax to save... (4 pages)View decision -
Decision Reference DRN-4985855
16 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4985855 The complaint Mr A is a sole trader. He complains about the service he’s received from National Westminster Bank Plc. What happened Information about the overdraft Mr A says he didn’t receive overdraft renewal letters from NatWest, following a change in relationship manager.... (4 pages)View decision -
Decision Reference DRN-5047493
16 Oct 2024 Highway Insurance Company Limited Not upheldInsuranceDRN-5047493 The complaint Mrs M complains that Highway Insurance Company Limited (Highway) didn’t cover her claim for storm damage in full, under her home buildings insurance policy. What happened Mrs M’s conservatory glass roof was damaged in a storm. She contacted Highway to make a cl... (3 pages)View decision -
Decision Reference DRN-5085767
16 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5085767 The complaint Mr P complains that HSBC UK Bank plc (‘HSBC’) hasn’t reimbursed the funds he lost when he fell victim to a scam. What happened Mr P has brought a complaint through a professional representative. What Mr P says Mr P says that he was introduced to an investment ... (6 pages)View decision -
Decision Reference DRN-4944620
16 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4944620 The complaint Mrs M, represented by Miss R, complains that HSBC UK Bank Plc blocked a payment she tried to make. She also complains about the service provided by HSBC. What happened In December 2023, Mrs M was abroad with Miss R, her daughter. She attempted to make a payment... (4 pages)View decision
