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 370149 results
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Decision Reference DRN-4701168
18 Apr 2024 HCC International Insurance Company Plc Not upheldInsuranceDRN-4701168 The complaint Mrs S, trading as S, complains that HCC International Insurance Company Plc wouldn’t cover a claim she made on S’s professional risks insurance policy. What happened S took out professional risks insurance with HCC with effect from 11 July 2022. The following day ... (3 pages)View decision -
Decision Reference DRN-4647257
18 Apr 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4647257 The complaint Ms S is unhappy with how Lloyds Bank General Insurance Limited (Lloyds) settled a claim made under her contents policy. Any references to Lloyds include its agents. What happened Ms S lost one of a pair of earrings she owned. She contacted Lloyds to make a claim a... (2 pages)View decision -
Decision Reference DRN-4715112
18 Apr 2024 HDI Global Specialty SE UpheldInsuranceDRN-4715112 The complaint Mr D’s complaint is about a claim he made on his HDI Global Specialty SE (‘HDI’) legal expenses insurance policy. Mr D says that HDI have treated him unfairly. In this decision all references to HDI include their claims handlers. What happened The details of this ... (3 pages)View decision -
Decision Reference DRN-4650053
18 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4650053 The complaint Mr M has complained that HSBC UK Bank Plc (‘HSBC’) blocked his bank account including his online banking. He said he had to borrow money from others to pay his bills and buy food and wants his account to be unblocked. What happened In October 2023 Mr M wanted to t... (3 pages)View decision -
Decision Reference DRN-4694669
18 Apr 2024 Paymentsense Limited UpheldBanking and PaymentsDRN-4694669 The complaint I has complained Paymentsense Limited, trading as Dojo, is requiring them to pay a card refund of £5,000 that was made fraudulently. What happened Mr B runs a company, called I, and uses a card processing machine provided by Dojo. In March 2023, a couple of men ca... (3 pages)View decision -
Decision Reference DRN-4707839
18 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4707839 The complaint Mr K complains that HSBC UK Bank Plc (“HSBC”) won’t refund £25,000 he says he lost to an investment scam in May 2022. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Mr K invest... (2 pages)View decision -
Decision Reference DRN-4738223
18 Apr 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4738223 The complaint Mr L and Mrs L are unhappy with what Amtrust Europe Limited did after they made a claim on their legal expenses insurance policy. Although the policy is in joint names, as the submissions have been made by Mrs L, for ease I’ll refer to her in this decision What ha... (4 pages)View decision -
Decision Reference DRN-4690916
18 Apr 2024 West Bay Insurance Plc UpheldInsuranceDRN-4690916 The complaint Mr C complains about delays in West Bay Insurance Plc (West Bay) arranging repairs to his car following an accident, and a premium increase due to an ongoing claim at renewal, under his motor insurance policy. What happened Mr C says he skidded on some ice on his ... (3 pages)View decision -
Decision Reference DRN-4620002
18 Apr 2024 National Westminster Bank Plc Not upheldInvestmentsDRN-4620002 The complaint Mr G complains that National Westminster Bank Plc (NatWest) caused delays in the transfer of his cash ISA to another provider, resulting in him being financially disadvantaged. What happened In early December 2022, Mr G decided to transfer his cash ISA from NatWes... (4 pages)View decision -
Decision Reference DRN-4629956
18 Apr 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4629956 The complaint Mr H complaints about the service provided to him by Telefonica UK Limited (trading as “O2”) in respect of four fixed sum loan agreements he took out for two mobile phones, an Apple Watch and an iPad. What happened In 2022, Mr H took out a number of separate Refre... (2 pages)View decision
