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 381082 results
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Decision Reference DRN-4918172
9 Oct 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4918172 The complaint Mr and Mrs O complain about the renewal of their travel insurance policy with Great Lakes Insurance SE. What happened In summary, Mr and Mrs O have an annual travel insurance policy underwritten by Great Lakes. The policy renews in April each year. In 2024, Gr... (3 pages)View decision -
Decision Reference DRN-4963878
9 Oct 2024 Society of Lloyd's Not upheldInsuranceDRN-4963878 The complaint Miss F complains that Society of Lloyd’s (“SoL”) refused to pay a claim she made under a personal accident policy. For ease, any reference to SoL includes its agents. What happened Miss F has a personal accident policy which is underwritten by SoL. This is pr... (2 pages)View decision -
Decision Reference DRN-5059569
9 Oct 2024 Tesco Personal Finance PLC Not upheldInsuranceDRN-5059569 The complaint Mr Y is unhappy with the service provided by Tesco Personal Finance PL (Tesco) after advising Tesco about a change in vehicle in respect of his insurance policy. What happened In September 2023 Mr Y contacted Tesco to advise of a change of vehicle. Mr Y says t... (2 pages)View decision -
Decision Reference DRN-5000111
9 Oct 2024 Well Dunn Limited Not upheldInsuranceDRN-5000111 The complaint Mr S complains of the poor level service provided by Well Dunn Limited (Well Dunn) when it organised motor insurance cover on his behalf and that it unfairly cancelled his policies with the insurer. What happened In 2022 Mr S took out a motor insurance policy ... (3 pages)View decision -
Decision Reference DRN-4729086
9 Oct 2024 Hargreaves Lansdown Advisory Services Limited Not upheldInvestmentsDRN-4729086 The complaint Mr G complains on behalf of his wife, Mrs G, that Hargreaves Lansdown Advisory Services Limited (‘HLAS’) were negligent in allowing the inclusion of the Woodford Equity Income Fund (WEIF) within her investment portfolios. Mr G states that its inclusion within h... (8 pages)View decision -
Decision Reference DRN-5071339
9 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5071339 The complaint Mrs S complains that Santander UK Plc closed her accounts without adequate notice or explanation. What happened In August 2023 Mrs S notified Santander of a change of address to where she now lived abroad. Santander asked her to provide information about her fi... (2 pages)View decision -
Decision Reference DRN-5038009
9 Oct 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5038009 The complaint Mr I’s complaint is about the way in which Royal & Sun Alliance Insurance Limited (‘RSA’) handled a claim on his legal expenses insurance policy. In this decision all references to RSA include their claims handlers. What happened The background to this comp... (3 pages)View decision -
Decision Reference DRN-5066385
9 Oct 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5066385 The complaint Mrs L complains that Legal and General Assurance Society Limited (L&G) has turned down an incapacity claim she 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 s... (8 pages)View decision -
Decision Reference DRN-4729069
9 Oct 2024 Hargreaves Lansdown Advisory Services Limited Not upheldInvestmentsDRN-4729069 The complaint Mr G complains that Hargreaves Lansdown Advisory Services Limited (‘HLAS’) were negligent in allowing the inclusion of the Woodford Equity Income Fund (WEIF) within his investment portfolios. Mr G states that its inclusion within his portfolio did not represent... (8 pages)View decision -
Decision Reference DRN-4933917
9 Oct 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4933917 The complaint Mrs B complains about the rate of interest that Capital One (Europe) plc has applied to her account after she opted out of an interest rate increase in 2010 and that it rejected her partial settlement offer. What happened Mrs B has a Capital One credit card acc... (3 pages)View decision
