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-4362994
27 Feb 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4362994 The complaint Ms K complains that American Express Services Europe Limited won’t refund a payment she made using her charge card. What happened In March 2022, Ms K purchased a mobile phone using her American Express charge card. She says the phone was faulty and contacted Ameri... (2 pages)View decision -
Decision Reference DRN-4410246
27 Feb 2024 Sesame Limited UpheldPensions and AnnuitiesDRN-4410246 The complaint Mr S complains, through his representative, that he was given unsuitable advice to transfer his deferred defined benefit (DB) scheme benefits to a personal pension in 1992. The advice to transfer was given by a business for which Sesame Limited (Sesame) is now res... (6 pages)View decision -
Decision Reference DRN-4631066
27 Feb 2024 Society of Lloyd's Not upheldInsuranceDRN-4631066 The complaint Miss J complains that Society of Lloyd’s declined a claim she made on her travel insurance policy. What happened On 18 April 2023 Miss J contacted her GP. The following day she was seen by her GP and she purchased an annual travel insurance policy. On 20 April, sh... (2 pages)View decision -
Decision Reference DRN-4470870
27 Feb 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4470870 The complaint Mr W complains Ageas Insurance Limited unfairly declined his buildings insurance claim and cancelled his policy. What happened In December 2022 a property owned by Mr W suffered an escape of water. He claimed for the damage against his Ageas buildings insurance po... (8 pages)View decision -
Decision Reference DRN-4440496
27 Feb 2024 Evolution Lending Limited UpheldMortgagesDRN-4440496 The complaint Mr R complains that Evolution Lending Limited irresponsibly lent him two second charge mortgages (secured loans). What happened Following advice from a broker, Mr R took out a second charge loan with Evolution in June 2018. He borrowed around £10,500 at an interes... (4 pages)View decision -
Decision Reference DRN-4356803
27 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4356803 The complaint Mr R complains HSBC UK Bank plc (HSBC) failed to trace an overseas transfer he made into his account with them and unfairly blamed the sending bank for its non-receipt causing him over several months, stress, upset and unnecessary travel expenses. What happened Mr... (3 pages)View decision -
Decision Reference DRN-4631884
27 Feb 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4631884 The complaint C, a company, complains about the progress of a claim it made under its Royal & Sun Alliance Insurance Limited (‘RSA’) rent protection insurance policy. C’s complaint is made is by Mr H, but for ease of reference I shall refer to all submissions as being C’s o... (3 pages)View decision -
Decision Reference DRN-4600494
27 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4600494 The complaint Mrs M complains Admiral Insurance (Gibraltar) Limited (“Admiral”) unfairly declined her claim for an escape of water on her property insurance policy. She’s also unhappy with the amount she was expected to pay to claim on the policy – the ‘excess.’ All references ... (2 pages)View decision -
Decision Reference DRN-4646475
27 Feb 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4646475 The complaint Mr C complains about repairs carried out by Zurich Insurance PLC trading as Zurich Municipal’s contractor after a claim was made under a buildings insurance policy. Any reference to Zurich includes the actions of its agents. What happened Mr C’s property is covere... (3 pages)View decision -
Decision Reference DRN-4642143
27 Feb 2024 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4642143 The complaint Mr T complains that Tesco Personal Finance PLC, trading as Tesco Bank, rejected his application for a loan without giving adequate reasons for the decline. What happened I issued a provisional decision on this complaint in January 2024. A copy of that provisional ... (2 pages)View decision
