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 342371 results
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Decision Reference DRN-4908184
15 Jul 2024 AWP P&C S.A. UpheldInsuranceDRN-4908184 The complaint Ms M’s complaint is about AWP P&C S.A.’s handling of a claim under the home emergency section of her home buildings and contents insurance policy. AWP P&C S.A. is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the act... (4 pages)View decision -
Decision Reference DRN-4838358
15 Jul 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4838358 The complaint Mr S complains that Revolut Ltd won’t refund money he lost when he fell victim to an investment scam. Mr S is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties and has been... (4 pages)View decision -
Decision Reference DRN-4577580
15 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4577580 The complaint Mr P complains about the way HSBC UK Bank Plc have treated him in respect of his financial difficulties. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events her... (3 pages)View decision -
Decision Reference DRN-4729332
15 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4729332 The complaint Miss M complains that AXA Insurance UK Plc rejected a claim on her home buildings insurance policy. What happened Miss M made a claim on her home insurance after she said her property had been damaged by flooding. She said flood water had run off her neighbour’... (3 pages)View decision -
Decision Reference DRN-4708041
15 Jul 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4708041 The complaint Mr H is complaining about Moneybarn No.1 Limited. He says they shouldn’t have made three separate loans to him as each was unaffordable. A representative has raised the complaint on Mr H’s behalf but for ease I’ve written as if we’ve dealt directly with Mr H. ... (3 pages)View decision -
Decision Reference DRN-4882671
15 Jul 2024 The One Stop Money Shop Limited Not upheldConsumer CreditDRN-4882671 The complaint Mr M complains that the loans he had from The One Stop Money Shop Limited were unaffordable to him. What happened Mr M was approved for the following loans from The One Stop Money Shop between June 2022 and September 2023: Loan Date Amount Term Repayment Due ... (3 pages)View decision -
Decision Reference DRN-4903857
15 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4903857 The complaint Mr J and Miss M complain about how AXA Insurance UK Plc (AXA) handled a claim under their home insurance policy for a burglary at their property. AXA use agents to administer the policy and to assess claims. Reference to AXA includes these agents. Mr J and Mi... (7 pages)View decision -
Decision Reference DRN-4764424
15 Jul 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-4764424 The complaint Mrs L complains that Scottish Equitable Plc trading as Aegon (“Aegon”) failed to treat her fairly when she discussed taking a pension commencement lump sum (“PCLS” – otherwise known as tax free cash) from her pension savings. What happened Mrs L has been assist... (3 pages)View decision -
Decision Reference DRN-4729807
15 Jul 2024 Navigate IFA Ltd Not upheldPensions and AnnuitiesDRN-4729807 The complaint Ms F complains about advice given by Navigate IFA Limited in relation to the investment of a divorce settlement into a personal pension. The investment has fallen in value by around £16,700, so to put things right she would like the value reinstated and all adv... (6 pages)View decision -
Decision Reference DRN-4438641
15 Jul 2024 Phoenix Life Limited Not upheldInsuranceDRN-4438641 The complaint Mrs K complains that, following the death of her husband, Phoenix Life Limited made it overly difficult to change the direct debit details to collect the premiums for a whole of life policy. She says that because of the delays premiums were missed and to re-ins... (3 pages)View decision