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-4629547
18 Apr 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4629547 The complaint Miss H complains about Accredited Insurance (Europe) Limited (Accredited) who declined her claim under her legal expenses insurance policy. Any reference to Accredited includes its agents. What happened Miss H held a home insurance policy with legal expenses cover... (3 pages)View decision -
Decision Reference DRN-4730488
18 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4730488 The complaint Mr B has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (formerly Carey Pensions UK LLP) (“Options”). Mr B transferred his existing pensions to the SIPP to invest in a property-based investment scheme in Cape Verde. Mr B’s complaint ... (27 pages)View decision -
Decision Reference DRN-4749059
18 Apr 2024 Highway Insurance Company Limited Not upheldInsuranceDRN-4749059 The complaint Mr D is unhappy with the service provided by Highway Insurance Company Limited (Highway) when dealing with a claim under his motor insurance policy. Highway is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed ... (4 pages)View decision -
Decision Reference DRN-4691230
18 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4691230 The complaint Mr and Mrs B complain that Santander UK Plc won’t reimburse the money they say they lost to a scam. What happened Mr and Mrs B engaged a contractor to do some work at their property. They made an initial payment of £2,500 to him for materials, and then paid a furt... (3 pages)View decision -
Decision Reference DRN-4749537
18 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4749537 The complaint Mr M says Barclays Bank UK PLC, trading as Barclaycard, mis-handled the administration of his credit card account. What happened Briefly, Mr M said Barclays made several errors on his account from the time he opened it in January 2023. These problems included, but... (2 pages)View decision -
Decision Reference DRN-4697147
18 Apr 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4697147 The complaint Mr S complains about how Advantage Insurance Company Limited (“Advantage”) handled a claim under his car insurance policy when his car was damaged while in its care. When I mention Advantage I also mean its suppliers. What happened Mr S had a motor insurance polic... (2 pages)View decision -
Decision Reference DRN-4701168
18 Apr 2024 HCC International Insurance Company Plc Not upheldInsuranceDRN-4701168 The complaint Mrs S, trading as S, complains that HCC International Insurance Company Plc wouldn’t cover a claim she made on S’s professional risks insurance policy. What happened S took out professional risks insurance with HCC with effect from 11 July 2022. The following day ... (3 pages)View decision -
Decision Reference DRN-4647257
18 Apr 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4647257 The complaint Ms S is unhappy with how Lloyds Bank General Insurance Limited (Lloyds) settled a claim made under her contents policy. Any references to Lloyds include its agents. What happened Ms S lost one of a pair of earrings she owned. She contacted Lloyds to make a claim a... (2 pages)View decision -
Decision Reference DRN-4715112
18 Apr 2024 HDI Global Specialty SE UpheldInsuranceDRN-4715112 The complaint Mr D’s complaint is about a claim he made on his HDI Global Specialty SE (‘HDI’) legal expenses insurance policy. Mr D says that HDI have treated him unfairly. In this decision all references to HDI include their claims handlers. What happened The details of this ... (3 pages)View decision -
Decision Reference DRN-4650053
18 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4650053 The complaint Mr M has complained that HSBC UK Bank Plc (‘HSBC’) blocked his bank account including his online banking. He said he had to borrow money from others to pay his bills and buy food and wants his account to be unblocked. What happened In October 2023 Mr M wanted to t... (3 pages)View decision
