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-4527028
30 Jan 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4527028 The complaint Mr K & Mr K complain about the way Marshmallow Insurance Limited (“Marshmallow”) handled a claim under their car insurance policy. What happened Mr K & Mr K had a car insurance policy with Marshmallow. In November 2022 Mr K was involved in a collision with... (3 pages)View decision -
Decision Reference DRN-4386177
30 Jan 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4386177 The complaint Miss S complains about the way Zurich Insurance PLC handled a claim under a buildings insurance policy. What happened The details of this complaint are known to all parties, so I won’t repeat it here. Instead, I’ll summarise my understanding and focus on giving th... (4 pages)View decision -
Decision Reference DRN-4316553
30 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4316553 The complaint Miss H, a sole trader, is unhappy that HSBC UK Bank Plc defaulted her Bounce Back Loan. What happened Miss H had a Bounce Back Loan (“BBL”) with HSBC which she was paying by monthly direct debit. Miss H was of the understanding that all scheduled monthly payments ... (3 pages)View decision -
Decision Reference DRN-4580657
30 Jan 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4580657 The complaint Mr T complained because he felt Scottish Equitable Plc trading as Aegon (hereafter, for simplicity, referred to as Aegon) gave him misleading information about the timing of a pension fund switch – which led to his fund being switched a year earlier than he expect... (5 pages)View decision -
Decision Reference DRN-4534145
30 Jan 2024 Society of Lloyd's Not upheldInsuranceDRN-4534145 The complaint Mrs P and Mr Z have complained about the way Society of Lloyd’s (SOL) handled their claim for assistance whilst abroad. All reference to SOL includes any agents acting on its behalf. What happened Mrs P and Mr Z have a travel insurance policy, underwritten by SOL.... (2 pages)View decision -
Decision Reference DRN-4540581
30 Jan 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-4540581 The complaint Mr S complains that Sainsbury’s Bank Plc will not write off his outstanding loan balance he owes them due to his medical conditions. What happened Mr S was approved for a loan with Sainsbury’s in March 2021. He has been suffering from financial difficulty and he s... (2 pages)View decision -
Decision Reference DRN-4577685
30 Jan 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4577685 The complaint Mrs F has complained about Royal & Sun Alliance Insurance Limited (RSA)’s decision to reject a claim she made against her building insurance policy. Mrs F’s sister is helping her with her complaint. What happened Mrs F made a claim to her insurer, RSA when a c... (2 pages)View decision -
Decision Reference DRN-4554791
30 Jan 2024 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-4554791 The complaint Mrs P is unhappy with how Great Lakes Insurance UK Limited settled her travel insurance claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving the r... (1 page)View decision -
Decision Reference DRN-4536501
30 Jan 2024 Hub Financial Solutions Limited Not upheldPensions and AnnuitiesDRN-4536501 The complaint Mrs H complains that HUB Financial Solutions Limited trading as HUB Pension Consulting (HUB) allowed her to proceed to full advice about whether she should transfer the benefits from her Occupational Pension Scheme (OPS). She feels it should’ve advised her not to ... (7 pages)View decision -
Decision Reference DRN-4096394
30 Jan 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4096394 The complaint Mr G complains through his representative, PR, that Vacation Finance Limited (“VFL”) didn’t fairly or reasonably deal with his claims under Sections 75 and 140A of the Consumer Credit Act 1974 (the ‘CCA’) in relation to the purchase of a holiday product in March 2... (5 pages)View decision
