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 381196 results
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Decision Reference DRN-4833921
30 Sep 2024 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-4833921 The complaint Mr and Mrs D’s complaint relates to their policies with Aviva Life & Pensions UK Limited. They are unhappy with the administration of the policies, including that they didn’t receive maturity funds when they thought they should and premiums continued to be ... (5 pages)View decision -
Decision Reference DRN-5004327
30 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-5004327 The complaint Miss A has complained about esure Insurance Limited. She isn’t happy about the way it dealt with a claim under her motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows; Miss A made ... (2 pages)View decision -
Decision Reference DRN-4886174
30 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-4886174 The complaint Mr A has complained about U K Insurance Limited (UKI). He isn’t happy about the valuation of his car after it was deemed a total loss following a claim under his motor insurance policy. What happened Mr A made a claim under his motor insurance policy and his ca... (2 pages)View decision -
Decision Reference DRN-4973257
30 Sep 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4973257 The complaint Mr F complained about Ageas Insurance Limited. He isn’t happy about the way it settled a claim under his motor insurance policy. What happened Mr F’s car was hit by an unknown driver when his car was parked and unattended. He made a claim under his motor insur... (2 pages)View decision -
Decision Reference DRN-4973853
29 Sep 2024 Capital Professional Limited UpheldInvestmentsDRN-4973853 The complaint Two trusts (which I’ve referred to here as “P” or “the trusts”), complain the level of service Capital Professional Limited (“CPL”) gave them decreased when the CPL adviser changed. They seek a refund of the service charge they say each of the trusts paid to CP... (5 pages)View decision -
Decision Reference DRN-4917209
29 Sep 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4917209 The complaint Mr S complains that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined a claim for storm damage to his property. What happened In November 2023, Mr S reported water ingress into his property, when rainwater started to enter his home through the ... (3 pages)View decision -
Decision Reference DRN-4871598
29 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4871598 The complaint D complain HSBC UK Bank Plc (“HSBC”) unfairly restricted their account when asking for more information as part of its Safeguard review. D add that HSBC failed to properly communicate with them that it needed this information. D say HSBC’s actions have caused i... (5 pages)View decision -
Decision Reference DRN-4901264
29 Sep 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4901264 The complaint Mrs M has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to a scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the key points a... (4 pages)View decision -
Decision Reference DRN-4746248
29 Sep 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4746248 The complaint X complains that Metro Bank Plc (“Metro”) failed to refund transactions they didn’t recognise. What happened X was on a short trip overseas when their wallet and phone were stolen. When they realised they’d lost their bank cards, they blocked them and reported ... (4 pages)View decision -
Decision Reference DRN-4787688
29 Sep 2024 MBNA Limited UpheldBanking and PaymentsDRN-4787688 The complaint Ms S complains that MBNA Limited (“MBNA”) failed to stop fraudulent transactions leaving her account and caused unnecessary stress and inconvenience by repeatedly cancelling her card. What happened Ms S explained that a small number of unrecognised transactions... (3 pages)View decision
