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 369228 results
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Decision Reference DRN-5471882
9 Apr 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5471882 The complaint Miss S complains that Advantage Insurance Company Limited mishandled a claim on her motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a small car, first registered in 2014. On 27 March 2024, Miss S was 1... (4 pages)View decision -
Decision Reference DRN-5126351
9 Apr 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5126351 The complaint Mrs B complains that Scottish Widows Limited has failed to provide her with reasonable explanations for a change in the value of her pension investments. What happened Mrs B opened a retirement account with Scottish Widows in December 2013. When she opened that... (3 pages)View decision -
Decision Reference DRN-5408251
9 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5408251 The complaint Mr P complains that HSBC UK Bank Plc (HSBC) won’t refund all the money he lost in an investment scam. What happened What Mr P says: Mr P was searching the internet for investment ideas. He wanted to earn more money to pay for his parents’ care fees. He was then... (6 pages)View decision -
Decision Reference DRN-5415821
9 Apr 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5415821 The complaint Mr D is unhappy with the service that he received from British Gas Insurance Limited (‘BG’) when a fault was discovered with his boiler during the annual boiler service and gas safety certification under his HomeCare insurance cover. In particular, Mr D wasn’t ... (3 pages)View decision -
Decision Reference DRN-5426354
9 Apr 2025 Stonebridge International Insurance Ltd UpheldInsuranceDRN-5426354 The complaint Ms L complains that Stonebridge International Insurance Ltd declined a claim on her pet insurance policy. Where I refer to Stonebridge, this includes its agents and claims handlers acting on its behalf. What happened Ms L made a claim on her policy for treatmen... (3 pages)View decision -
Decision Reference DRN-5467350
9 Apr 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5467350 The complaint Miss O is unhappy that Marks & Spencer Financial Services Plc, trading as M&S Bank, didn’t let her make payments to her credit account. What happened Miss O made a purchase on her M&S credit card and tried to make a payment to clear the purchase bal... (2 pages)View decision -
Decision Reference DRN-5187186
9 Apr 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5187186 The complaint Miss M and Mr T complain AXA Insurance UK Plc (“AXA”) unfairly declined a claim made on their buildings insurance policy. They’re also unhappy AXA said they’d misrepresented information. Any reference to AXA includes the action of its agent. As Mr T has been le... (4 pages)View decision -
Decision Reference DRN-5471712
9 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5471712 The complaint Mr I and Mr L complain about the way Admiral Insurance (Gibraltar) Limited handled a claim they made on a motor insurance policy. Whilst the policy is in joint names, Mr L has been the main correspondent, as such, for ease I’ve mostly only referred to him in t... (3 pages)View decision -
Decision Reference DRN-5367566
9 Apr 2025 Ageas Insurance Limited UpheldInsuranceDRN-5367566 The complaint Mr and Mrs D have complained about their home insurer Ageas Insurance Limited because it has declined their claim for subsidence to their conservatory, causing them to have to replace it. Mr D has mainly dealt with matters, although sometimes he has been repre... (5 pages)View decision -
Decision Reference DRN-5447048
9 Apr 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5447048 The complaint Mrs M complains that Bank of Scotland plc trading as Halifax (“Halifax”) acted irresponsibly when it granted her a current account overdraft and that it failed to act when it could and should have been apparent to it that she was over reliant on that overdraft.... (4 pages)View decision
