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-5166143
25 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5166143 The complaint Mr and Mrs E complain that Royal & Sun Alliance Insurance Limited (“RSA”) have unfairly declined a claim under their home insurance policy. Any reference to Mr and Mrs E or RSA includes respective agents and representatives. What happened The background to ... (9 pages)View decision -
Decision Reference DRN-5162704
25 Nov 2024 Vitality Corporate Services Limited Not upheldInsuranceDRN-5162704 The complaint Mr T and Mr W are unhappy that Vitality Corporate Services Limited mis-sold them a life insurance policy. What happened Vitality sold Mr T and Mr W a VitalityLife Essentials Plan, which included a wellness optimiser (‘the plan’), in 2019. The plan works by pr... (5 pages)View decision -
Decision Reference DRN-4895723
25 Nov 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4895723 The complaint Mr B has complained Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance, is asking him to repay a fixed-sum loan he took out as the result of a fraudulent scam. What happened In November 2023, Mr B realised he’d been the victim of a scam after havi... (2 pages)View decision -
Decision Reference DRN-4948197
25 Nov 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4948197 The complaint Mr N complains that Haven Insurance Company Limited declared his motor insurance policy void. What happened Mr N made a claim on his policy after he was involved in an accident. Haven said when the accident happened, Mr N was commuting and his policy didn’t cov... (3 pages)View decision -
Decision Reference DRN-5024196
25 Nov 2024 Yorkshire Building Society UpheldMortgagesDRN-5024196 The complaint Miss C and Mr T complain that Yorkshire Building Society gave them incorrect information about paying their mortgage from the offset savings account. They said this has caused them a great deal of stress. What happened Miss C and Mr T have a mortgage with Yorks... (4 pages)View decision -
Decision Reference DRN-5158179
25 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5158179 The complaint Mr B complains that Nationwide Building Society (“Nationwide”) mis-sold a packaged bank account to him. What happened Mr B had a FlexPlus account – a fee paying packaged bank account – with Nationwide that he opened online in January 2018. Mr B said that he vi... (4 pages)View decision -
Decision Reference DRN-4985713
25 Nov 2024 The Shepherds Friendly Society Limited UpheldInsuranceDRN-4985713 The complaint Miss W has complained that The Shepherds Friendly Society Limited trading as Shepherds Friendly unfairly stopped her income protection benefit and also requested repayment of some benefit. What happened Miss W has an income protection insurance policy, underwri... (3 pages)View decision -
Decision Reference DRN-5099422
25 Nov 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-5099422 The complaint This complaint is about a mortgage and linked current account that Mr and Mrs D held until recently with Clydesdale Bank Plc trading as Virgin Money (VM). The complaint arises from what happened when they repaid the mortgage in July 2023. What happened I won’t... (2 pages)View decision -
Decision Reference DRN-4878558
25 Nov 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4878558 The complaint Mr and Mrs H are unhappy with the progress of their home insurance claim by Accredited Insurance (Europe) Ltd. I’ll mainly refer to Mr H in my decision as he has pursued the matter with our service. This complaint involves the actions of agents for whom Accre... (4 pages)View decision -
Decision Reference DRN-5083444
25 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5083444 The complaint Mr A has complained Lloyds Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In mid-2024 Mr A was told by Lloyds that they were initially blocking and then closing his account. They also lodged a fraud-rela... (2 pages)View decision
