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 360982 results
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Decision Reference DRN-5143021
9 Dec 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5143021 The complaint Mrs W complains that Lloyds Bank PLC delayed the transfer of her late husband’s ISA allowances to her as an Additional Permitted Subscription (APS). What happened Mrs W’s husband passed away in January 2023 and she is the administrator of his estate. She explai... (2 pages)View decision -
Decision Reference DRN-5073912
9 Dec 2024 St Andrew's Insurance plc UpheldInsuranceDRN-5073912 The complaint Ms B and Mr D have complained St Andrews Insurance Plc (St Andrew’s) have caused unreasonable delays and not completed all repairs after they submitted a claim under their home insurance policy. As Mr D has led this complaint, and for ease, I have referred to h... (3 pages)View decision -
Decision Reference DRN-5197974
9 Dec 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5197974 The complaint Ms M complains that she was mis-sold her packaged bank account (PBA) with The Royal Bank of Scotland plc (RBS). The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the reasons for... (2 pages)View decision -
Decision Reference DRN-4775786
9 Dec 2024 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-4775786 The complaint The estate of Mr J has complained about the service provided by The Mortgage Works (UK) Plc (“TMW”) following the death of Mr J. The estate is being represented in bringing this complaint by Ms O in her capacity as executor. Any reference to Ms O in this decisi... (4 pages)View decision -
Decision Reference DRN-4766999
9 Dec 2024 Covea Insurance plc Not upheldInsuranceDRN-4766999 The complaint A limited company, which I will refer to as M, complains about the settlement of its business interruption insurance claim by Covea Insurance plc. The claim was made as a result of the COVID-19 pandemic. What happened The following is intended only as a brief s... (8 pages)View decision -
Decision Reference DRN-4665415
9 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4665415 The complaint Mr L complains HSBC UK Bank Plc trading as first direct (First Direct) conducted a hard credit search without his authority before assessing a lending request. Mr L has also complained about the level of service he received during the complaints process. What h... (4 pages)View decision -
Decision Reference DRN-5156315
9 Dec 2024 Sainsbury's Bank Plc UpheldInsuranceDRN-5156315 The complaint Mr B complains that the broker for his motor insurance policy, Sainsbury's Bank Plc, charged him after he cancelled his policy during the 14 day cooling off period. He wants a refund of his premiums. What happened Mr B called Sainsbury’s to complain that ... (3 pages)View decision -
Decision Reference DRN-5081524
9 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5081524 The complaint Mr A and Ms B complain about Aviva Insurance Limited’s settlement and handling of their travel insurance claim. My references to Aviva include its claim handler agent. What happened Mr A and Ms B had travel insurance insured by Aviva. They claimed on the poli... (3 pages)View decision -
Decision Reference DRN-5047030
9 Dec 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-5047030 The complaint Mrs L complains that Healthcare Finance Limited won’t refund her the money she paid for services including dental aligners. What happened In November 2022 Mrs L used finance provided by Healthcare Finance Limited (HFL for short) to ... (3 pages)View decision -
Decision Reference DRN-4838134
9 Dec 2024 RCI Financial Services Limited Not upheldConsumer CreditDRN-4838134 The complaint Mr E complains about an incorrect quote he believes he received from RCI Financial Services Limited (“RCI”) when he enquired about purchasing a battery from them. What happened In June 2018, Mr E acquired a battery which was to be installed in a car, when he t... (3 pages)View decision
