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-4589564
7 Feb 2024 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-4589564 The complaint Mr D complains about Accelerant Insurance Europe SA/NV UK Branch (Accelerant) not renewing his home insurance policy. Reference to Accelerant in this decision includes their agents. This decision covers Mr D’s complaint made to this Service about Accelerant as the... (3 pages)View decision -
Decision Reference DRN-4603201
7 Feb 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4603201 The complaint Mr and Mrs T complain about how Chaucer Insurance Company Designated Activity Company dealt with a claim against their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. I... (4 pages)View decision -
Decision Reference DRN-4517806
7 Feb 2024 Gain Credit LLC Not upheldConsumer CreditDRN-4517806 The complaint Mr B complains through a representative that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out the correct affordability checks. What happened A summary of Mr B’s borrowing can be found in the table below. loan number... (3 pages)View decision -
Decision Reference DRN-4550678
7 Feb 2024 Rock Insurance Services Limited UpheldInsuranceDRN-4550678 The complaint Mr and Mr A are unhappy with the customer service provided to them by Rock Insurance Services Limited in relation to their travel insurance policy. What happened In May 2022, Mr and Mr A took out an annual multi-trip travel insurance policy for their family, provi... (2 pages)View decision -
Decision Reference DRN-4605927
7 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4605927 The complaint Mr C complains that NewDay Ltd trading as Amazon Card closed his account. What happened Mr C had an Amazon branded NewDay credit card. Through the application (app), he received a letter stating that the credit card was closing and that the account would be transf... (5 pages)View decision -
Decision Reference DRN-4508784
7 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4508784 The complaint Mr Q complains about the time it took Aviva Insurance Limited (“Aviva”) to close a claim under his car insurance policy What happened Mr Q had car insurance cover with Aviva. He was involved in a collision in February 2022 causing damage to his car. He made a clai... (2 pages)View decision -
Decision Reference DRN-4605910
7 Feb 2024 Covea Insurance plc Not upheldInsuranceDRN-4605910 The complaint Mr W complains that Covea Insurance Plc (Covea) hasn’t settled a claim made under his let property insurance policy. What happened Mr W owns a property that he lets out to tenants. He also has an insurance policy for the property underwritten by Covea. The tenant ... (8 pages)View decision -
Decision Reference DRN-4567029
7 Feb 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4567029 The complaint Mr N complains that his pension plan provider, Scottish Widows Limited trading as Clerical Medical (CM) caused avoidable delays to the transfer of his pension plan from it to his Self- Invested Personal Pension (SIPP) provider. He also feels it provided him with a... (6 pages)View decision -
Decision Reference DRN-4479477
7 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4479477 The complaint Ms T complains HSBC UK Bank plc (HSBC) unfairly charged her for a foreign exchange loss. What happened Ms T says in early May 2023 she attempted to make a transfer for US$ 50,000 to her spouses US$ account, both accounts held with HSBC. Ms T says her US$ account w... (3 pages)View decision -
Decision Reference DRN-4379286
7 Feb 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4379286 The complaint Mr S complains of a problem with a direct debit (DD) when he switched accounts to TSB Bank plc and of not being able to cancel a DD on his app. He further complains of a staff member making inappropriate comments when he called, the interest rates on savings pots ... (3 pages)View decision
