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 353101 results
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Decision Reference DRN-4678432
14 Mar 2024 HCC International Insurance Company Plc UpheldInsuranceDRN-4678432 The complaint Mr and Mrs M complain HCC International Insurance Company Plc trading as Tokio Marine HCC (HCC) didn’t settle their claim in full under the buildings section of their unoccupied residential property insurance policy due to underinsurance. What happened The facts i... (10 pages)View decision -
Decision Reference DRN-4681617
14 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4681617 The complaint Mr C complains that HSBC is unfairly holding him personally liable for a bounce back loan (“BBL”) he applied for in the name of a limited company, of which he was a director. What happened Mr C opened a business current account with HSBC in December 2018, as a sol... (5 pages)View decision -
Decision Reference DRN-4586350
14 Mar 2024 London Community Credit Union Limited UpheldBanking and PaymentsDRN-4586350 The complaint Miss J complains that London Community Credit Union Limited (LCCU) failed to cancel her card on two occasions, resulting in fraudulent payments being taken from her account. What happened In May 2023, Miss J attended an LCCU branch to cancel a lost card. But the n... (2 pages)View decision -
Decision Reference DRN-4680720
14 Mar 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4680720 The complaint Mrs N and Mr N have complained that Legal and General Assurance Society Limited (“L&G”) declined Mrs N’s critical illness claim. What happened The background to this complaint is well known to the parties so I won’t repeat it in detail here. In summary Mrs N s... (3 pages)View decision -
Decision Reference DRN-4648965
14 Mar 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4648965 The complaint Ms M has complained about how AXA Insurance UK Plc (AXA) dealt with a claim under a home insurance policy. References to AXA include companies acting on its behalf. What happened Ms M made a claim for an escape of water. AXA investigated the claim. Ms M later comp... (3 pages)View decision -
Decision Reference DRN-3668280
14 Mar 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3668280 The complaint Mr M has complained about a transfer of his Scottish Widows Limited personal pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in 2009. Mr M’s transferred pension money was largely invested in schemes that have since reduced in value dramaticall... (5 pages)View decision -
Decision Reference DRN-4684532
14 Mar 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4684532 The complaint Miss E complains that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco Bank”) is holding her liable for the debt on a loan which she says she was coerced into taking out. What happened The background to this complaint is well known to both parties, so I wo... (3 pages)View decision -
Decision Reference DRN-4583885
14 Mar 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4583885 The complaint Mrs E has complained about the service she received from Liverpool Victoria Insurance Company Limited (LV) when she made a claim to repair her car following an accident under her motor policy. References to LV includes all its agents. What happened Mrs E’s car was... (4 pages)View decision -
Decision Reference DRN-4676502
14 Mar 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4676502 The complaint Ms W complains that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly increased her premium after withdrawing a claim she’d made under her home buildings insurance policy. What happened Damage was caused to Ms W’s home in June 2023 when an appliance was del... (4 pages)View decision -
Decision Reference DRN-4617756
14 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4617756 The complaint Mrs A complained because Lloyds Bank PLC refused to refund her for transactions which she said she didn’t make. What happened On Saturday 5 August 2023, shortly after 6am, two bank payments debited Mrs A’s Lloyds account. Both were to the same recipient, and were ... (3 pages)View decision
