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 366874 results
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Decision Reference DRN-5236430
31 Jan 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5236430 The complaint Mr G complains about Lloyds Bank General Insurance Limited (Lloyds) declining a claim under his home insurance policy for damage at his property caused by a fire. Reference to Lloyds in this decision includes their agents. What happened In April 2024 Mr G ret... (5 pages)View decision -
Decision Reference DRN-5300762
31 Jan 2025 Assicurazioni Generali SpA UpheldInsuranceDRN-5300762 The complaint Ms F has complained that Assicurazioni Generali SpA trading as Generali (Generali) terminated a claim she made under her group income protection policy. What happened Ms F is covered by her employer’s income protection policy. Benefit is payable after a deferre... (3 pages)View decision -
Decision Reference DRN-5188272
31 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5188272 Complaint Mrs P has complained about the overdraft charges Santander UK Plc (“Santander”) applied to her current account. Mrs P is being represented, by the (“representative”), in her complaint. The representative has said the charges applied to Mrs P’s account were unfair... (5 pages)View decision -
Decision Reference DRN-5300685
31 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5300685 The complaint Mr S complains about how esure Insurance Limited (esure) handled a claim under his motor insurance policy for damage to his vehicle. References to esure include their agents who administer the policy and assess claims. What happened In September 2023 Mr S was... (7 pages)View decision -
Decision Reference DRN-5289462
31 Jan 2025 HSBC UK Bank Plc UpheldInvestmentsDRN-5289462 The complaint Mr A and Mr V complain that HSBC UK Bank Plc delayed transferring their Child Trust Fund (CTF) to a Junior Individual Savings Account (JISA) with another provider. What happened Mr A and Mr V submitted a transfer request to HSBC on 25 March 2024 through their J... (4 pages)View decision -
Decision Reference DRN-5264914
31 Jan 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5264914 The complaint Dr A is unhappy with the service provided by Liverpool Victoria Insurance Company Limited (LV) following a claim made on her home insurance policy for storm damage. LV is the underwriter of this policy. Part of this complaint concerns the actions of third part... (4 pages)View decision -
Decision Reference DRN-5087786
31 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5087786 The complaint Miss C complains that Santander UK Plc didn't proceed with the chargeback claim she sought to raise against a merchant. What happened Miss C purchased some decking from a merchant, M, using her debit card. She asked Santander to raise a chargeback claim as... (2 pages)View decision -
Decision Reference DRN-5248551
31 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5248551 The complaint Miss K complains about how U K Insurance Limited (UKI).dealt with a claim under her motor insurance policy when her vehicle was in collision with a third party vehicle. Miss K is unhappy at the decision made by UKI on liability for the claim and that UKI didn’t... (5 pages)View decision -
Decision Reference DRN-5245870
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5245870 The complaint Mrs B is unhappy that HSBC UK Bank Plc declined several purchases she tried to make using her global money account while she was overseas. What happened Mrs B tried to make a payment while overseas using her HSBC global money account. But the transaction was fl... (3 pages)View decision -
Decision Reference DRN-5250322
31 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5250322 The complaint Mr W1 and Mr W2 complain that Admiral Insurance (Gibraltar) Limited declined their travel insurance claim. As Mr W2 has led this complaint for simplicity I’ve just referred to Mr W2 unless the facts require otherwise. What happened Mr W2 has an annual travel ... (4 pages)View decision
