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 344609 results
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Decision Reference DRN-4964350
14 Aug 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4964350 The complaint Ms H complains that Zopa Bank Limited lent irresponsibly when it approved a loan application she made. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In May 2022 Ms H applied for a deb... (3 pages)View decision -
Decision Reference DRN-4952500
14 Aug 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4952500 The complaint Mr R complains that AXA PPP Healthcare Limited has unfairly declined his claim under his private medical insurance policy. What happened Mr R was insured under a group private medical insurance policy provided through his employers. This policy was insured by ... (3 pages)View decision -
Decision Reference DRN-4934538
14 Aug 2024 ReAssure Limited Not upheldInsuranceDRN-4934538 The complaint Mr and Mrs A have complained that ReAssure Limited declined the claim they made after Mr A was placed in a coma as part of his treatment. What happened In 2004, Mr and Mrs A bought a life and critical illness policy from an insurer I’ll call V. The policy has ... (2 pages)View decision -
Decision Reference DRN-4966186
14 Aug 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4966186 The complaint Mr G complains about the way Red Sands Insurance Company (Europe) Limited settled a claim he made on his mechanical breakdown insurance policy. What happened In January 2024 Mr G made a claim on his mechanical breakdown policy, for an issue with his car’s therm... (3 pages)View decision -
Decision Reference DRN-4839897
14 Aug 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-4839897 The complaint Mr T complains that Scottish Equitable Plc trading as AEGON (“Aegon”) failed to provide him with information he requested in a timely manner. And he further complains that Aegon later provided him with incorrect information about the value of his pension saving... (3 pages)View decision -
Decision Reference DRN-4954206
14 Aug 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4954206 The complaint Ms Y complains about AXA Insurance UK Plc (AXA) declining a claim under her home insurance policy for damage to her property. References to AXA include their agents who administer the policy and assess claims. This decision covers Ms Y’s complaint to this Ser... (6 pages)View decision -
Decision Reference DRN-4467717
14 Aug 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-4467717 The complaint Mr A complains that eToro (UK) Ltd closed the account that he was copy trading. He says his open positions were closed by eToro and that this resulted in a loss which he wants refunded. What happened Mr A opened a contract for differences (“CFD”) trading accou... (3 pages)View decision -
Decision Reference DRN-4817853
14 Aug 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4817853 The complaint Mrs H has complained that Wise Payments Limited (“Wise”) failed to effectively protect her from becoming the victim of a car purchase scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I... (3 pages)View decision -
Decision Reference DRN-4724215
14 Aug 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4724215 The complaint Mr W complains that Hargreaves Lansdown Asset Management Limited (HL) gave misleading information about an investment fund. He says that he’s now made a financial loss which would have been preventable had HL delivered good governance. Mr W would like HL to mak... (8 pages)View decision -
Decision Reference DRN-4941018
14 Aug 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4941018 The complaint Miss H has complained that Red Sands Insurance Company (Europe) Limited has unreasonably and unfairly refused to pay her claim under her pet policy by erroneously considering the cause of the claim to be pre-existing. What happened Miss H adopted her adult cat... (4 pages)View decision