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 367300 results
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Decision Reference DRN-5078329
18 Dec 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5078329 The complaint Mr A, on behalf of Mrs A, is unhappy with Liverpool Victoria Insurance Company Limited’s (LV) decision to decline a claim made under her buildings insurance policy. Any references to LV include their agents. What happened In October 2023, Mrs A moved out of h... (2 pages)View decision -
Decision Reference DRN-5150069
18 Dec 2024 Hargreaves Lansdown Asset Management Limited Not upheldBanking and PaymentsDRN-5150069 The complaint Mrs K complains Hargreaves Lansdown Asset Management Limited (HL) wouldn’t allow her to release funds from her son’s Junior ISA. What happened Mrs K says her son has a severe mental impairment and asked HL to release the funds from his Junior Individual Savings... (2 pages)View decision -
Decision Reference DRN-5070327
18 Dec 2024 Optiva Securities Limited Not upheldInvestmentsDRN-5070327 The complaint Mr H complains about the performance of some investments he took out after speaking with Optiva Securities Limited. What happened In late 2023 Mr H complained to Optiva after he saw the value of his investments had fallen. Optiva didn’t uphold the complaint say... (3 pages)View decision -
Decision Reference DRN-5188094
18 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5188094 The complaint Mrs W complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved two credit card applications she made and increased the credit limit on one of the accounts. What happened Mrs W applied for a credit card with Aqua in May 2014. In her applica... (3 pages)View decision -
Decision Reference DRN-5219722
18 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5219722 The complaint Miss W complains that Royal & Sun Alliance (“RSA”) declined to cover the full cost of repairs following a flood claim, under her home buildings insurance policy. What happened In July 2023 Miss W contacted RSA to register a claim when the ground floor of h... (4 pages)View decision -
Decision Reference DRN-5024145
18 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5024145 The complaint Mr A complains HSBC UK Bank Plc treated him unfairly when it recorded a False Application marker with Cifas (a fraud database). He’d like HSBC to delete the entry against him. What happened A summary of what happened is below. Mr A applied for an account, but a... (2 pages)View decision -
Decision Reference DRN-5160022
18 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5160022 The complaint Miss W complains about U K Insurance Limited trading as Direct Line (“UKI”) and the way they decided to settle a claim made against her motor insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t inten... (4 pages)View decision -
Decision Reference DRN-5219776
18 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5219776 The complaint Miss C has complained that Monzo Bank Ltd are holding her liable for money she lost after falling victim to a scam. What happened Miss C received a text about a parcel delivery. As she was waiting for a parcel, she clicked the link and entered her details. Foll... (4 pages)View decision -
Decision Reference DRN-5188004
18 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5188004 The complaint Miss C complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss C applied for a credit card with Aqua in May 2020. In her application, Miss C said she was... (3 pages)View decision -
Decision Reference DRN-5092969
18 Dec 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-5092969 The complaint Ms M complains FirstRand Bank Limited trading as Motonovo Finance (MotoNovo) acted irresponsibly when they entered into a Hire Purchase agreement with her as she said the lending was unaffordable. In bringing her complaint Ms M is represented by a third party. ... (4 pages)View decision
