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 366874 results
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Decision Reference DRN-5288067
27 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5288067 The complaint Mr L complains about Accredited Insurance (Europe) Ltd (“AIL”) and the valuation they placed on his car following its involvement in a non-fault road traffic accident. What happened The claim and complaint circumstances are well known to both parties. So, I don... (4 pages)View decision -
Decision Reference DRN-5258748
27 Jan 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5258748 The complaint Mr and Mrs C’s complaint is about their mortgage account held with Bank of Scotland plc trading as Halifax. Mr and Mrs C are unhappy that, when their mortgage term was due to expire, Halifax refused to extend the term. Mr and Mrs C are also unhappy that their m... (5 pages)View decision -
Decision Reference DRN-5241379
27 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5241379 The complaint Mr and Mrs L complain that Bank of Scotland plc has declined to refund direct debit payments under the direct debit guarantee scheme. What happened How the complaint arose Mr and Mrs L have a joint personal account, which is at the centre of this complaint. The... (4 pages)View decision -
Decision Reference DRN-5160538
27 Jan 2025 HSBC Life (UK) Limited Not upheldInsuranceDRN-5160538 The complaint Mr M has complained that HSBC Life (UK) Limited declined his income protection claim and has also complained about the service he received. What happened The background to this complaint is well known to both parties, so I won’t repeat all the details again her... (3 pages)View decision -
Decision Reference DRN-5122766
27 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5122766 The complaint Mr P complains about how U K Insurance Limited trading as Churchill (“UKI”) handled a claim under his motor insurance policy. What happened Mr P had a motor insurance policy with UKI covering his car. In September 2022 his car was parked at the side of a road w... (3 pages)View decision -
Decision Reference DRN-5176975
27 Jan 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5176975 The complaint Mr A complains that Tesco Personal Finance PLC trading as Tesco Bank declined his application for a loan. He wants his application accepted. What happened Mr A applied for a £15,000 personal loan in August 2024 repayable over 10 years. Mr A says he had a job, m... (2 pages)View decision -
Decision Reference DRN-5137601
27 Jan 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5137601 The complaint Mr H has complained Lloyds Bank plc, trading as MBNA, is asking him to repay a personal loan he didn’t take out. What happened In 2024, Mr H fell for a scam. After seeing an advert on social media endorsed by a well- known individual about investment opportunit... (3 pages)View decision -
Decision Reference DRN-5273695
27 Jan 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5273695 The complaint Mrs T has complained about the way Evolution Insurance Company Limited (‘Evolution’) dealt with a claim she wanted to make on her home care policy after her boiler stopped working. Where I refer to Evolution, this includes the actions of its agents and claims ... (3 pages)View decision -
Decision Reference DRN-5246733
27 Jan 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5246733 The complaint Mr D complains about the increase to the cost of his private medical insurance policy with BUPA Insurance Limited (‘Bupa’). He’s also unhappy with the service he received from Bupa after contacting it to discuss the increased premium. What happened In 2024, Mr... (2 pages)View decision -
Decision Reference DRN-5288072
27 Jan 2025 AJ Bell Management Limited UpheldInvestmentsDRN-5288072 The complaint Mr T complains that AJ Bell Management Limited (“AJ Bell”) provided him with misleading information regarding a sell order he placed in his Self-Invested Personal Pension “SIPP”). What happened Mr T holds a SIPP with AJ Bell. He placed a sell order at 4:48am on... (4 pages)View decision
