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 347829 results
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Decision Reference DRN-3328616
26 Sep 2024 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-3328616 The complaint Mr P has complained, with the help of a professional third party, about the transfer of his Legal and General Assurance Society Limited (‘L&G’) deferred annuity to a small self- administered scheme (“SSAS”) in October 2014. Mr P’s SSAS was subsequently used... (16 pages)View decision -
Decision Reference DRN-5017515
26 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5017515 The complaint Mr B complains HSBC UK Bank Plc won’t refund transactions he didn’t authorise. What happened Between 24 October 2022 – 27 October 2022 transactions debited Mr B’s account with HSBC to a merchant which I’ll call “M”, totalling approximately £1,000. Mr B says h... (5 pages)View decision -
Decision Reference DRN-5011366
26 Sep 2024 Fairmead Insurance Limited UpheldInsuranceDRN-5011366 The complaint Mr S has complained about Fairmead Insurance Limited’s handling of two separate claims he made for water damage to his rental property under a residential let policy. In this decision references to Fairmead include the actions of its agents handling the claims... (6 pages)View decision -
Decision Reference DRN-4839831
26 Sep 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4839831 The complaint Mr Z’s complaint is, in essence, that Tesco Personal Finance PLC (“Tesco”) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”). What happened Around late 2016 / early 2017, Mr Z was con... (5 pages)View decision -
Decision Reference DRN-5033316
26 Sep 2024 Santander UK Plc Not upheldInsuranceDRN-5033316 The complaint Mrs W complains that Santander UK Plc mis-sold her life insurance. What happened The history of this complaint is well known to both parties, so I won’t repeat all the details here. In summary, Mrs W took out life insurance in 2008, through Alliance & Leic... (3 pages)View decision -
Decision Reference DRN-5037155
26 Sep 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5037155 The complaint Mr M’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) de... (13 pages)View decision -
Decision Reference DRN-5036354
26 Sep 2024 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5036354 The complaint Mr F and Mrs F complain that Liverpool Victoria Financial Services Limited has declined a terminal illness claim made on their life insurance policy. What happened The history of this complaint is well known to both parties, so I won’t repeat all the details ... (3 pages)View decision -
Decision Reference DRN-4816035
26 Sep 2024 The Equine and Livestock Insurance Company Limited Not upheldInsuranceDRN-4816035 The complaint Mr G complains about The Equine and Livestock Insurance Company Limited trading as The Insurance Emporium (TIE) declining a claim for the theft of his caravan. References to TIE in this decision include their agents. What happened In December 2023 Mr G’s cara... (3 pages)View decision -
Decision Reference DRN-5028683
26 Sep 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5028683 The complaint Ms C’s complaint is, in essence, that Shawbrook Bank Limited (“Shawbrook”) acted unfairly and unreasonably by being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the “CCA”). What happened Ms C h... (10 pages)View decision -
Decision Reference DRN-4887962
26 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4887962 The complaint X complained that esure Insurance Limited (“esure”) unfairly cancelled her policy and she was disappointed with the level of customer service she received from it whilst providing her with her motor insurance. What happened X received an email informing her tha... (2 pages)View decision
