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 360264 results
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Decision Reference DRN-4704902
18 Apr 2024 Clear Score Technology Limited UpheldConsumer CreditDRN-4704902 The complaint Mr H complains that Clear Score Technology Limited trading as ClearScore didn’t conduct proper checks which then allowed an unauthorised third party to gain access to his credit file. What happened Mr H requested a credit report from a credit reference agency (CRA... (3 pages)View decision -
Decision Reference DRN-4729175
18 Apr 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4729175 The complaint Mrs W says that Capital One (Europe) plc irresponsibly lent to her. What happened Mrs W took out two credit cards from Capital One. Card 1 was opened on 12 April 2017 with a £750 credit limit. Card 2 was opened on 17 August 2018 with a £200 credit limit. Mrs W say... (3 pages)View decision -
Decision Reference DRN-4675459
18 Apr 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4675459 The complaint The estate of Ms W has complained that Legal and General Assurance Society Limited (L&G) declined a claim under the late Ms W’s life insurance policy. What happened Ms W took out a life insurance policy in 2017. Very sadly she passed away in September 2022. Th... (3 pages)View decision -
Decision Reference DRN-4439347
18 Apr 2024 U K Insurance Limited Not upheldInsuranceDRN-4439347 The complaint Mr J complains that U K Insurance Limited (“UKI”) unfairly declined a claim under his Property Owners insurance policy. Where I refer to UKI, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened Mr J is insur... (3 pages)View decision -
Decision Reference DRN-4745307
18 Apr 2024 U K Insurance Limited Not upheldInsuranceDRN-4745307 The complaint Mr R complains that U K Insurance Limited (“UKI”) asked him to repay it some money after he cancelled his car insurance policy. What happened Mr R had a car insurance policy with UKI. He paid for the policy with a deposit and then monthly instalments via a third-p... (2 pages)View decision -
Decision Reference DRN-4548623
18 Apr 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4548623 The complaint Ms N complains that American Express Services Europe Limited (“AESEL”) didn’t give her credit for the cashback she’d earned on her account. What happened Ms N holds a Platinum Cashback EveryDay credit card with AESEL which she opened in November 2022. The account ... (2 pages)View decision -
Decision Reference DRN-4750425
18 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4750425 The complaint Ms M has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (formerly Carey Pensions UK LLP) (‘Options’). Ms M transferred her existing personal pensions to the SIPP to invest in a property-based investment scheme in Cape Verde. Ms M’s c... (25 pages)View decision -
Decision Reference DRN-4626350
18 Apr 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4626350 The complaint Mrs B complains about Admiral Insurance (Gibraltar) Limited’s handling of a claim she made under her home insurance policy. Admiral is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Admiral has accept... (3 pages)View decision -
Decision Reference DRN-4687685
18 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4687685 The complaint Mr J complains that HSBC UK Bank Plc allowed him to exceed his credit limit. What happened In November 2023, despite being close to his credit limit, Mr J was able to use his HSBC credit card for several large transactions. He ultimately exceeded his credit limit ... (3 pages)View decision -
Decision Reference DRN-4749451
18 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4749451 The complaint Miss M is unhappy with the service provided by British Gas Insurance Limited (BGIL) following a claim made on her HomeCare policy. BGIL is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim. BGIL ha... (5 pages)View decision
