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 361839 results
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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 -
Decision Reference DRN-5100365
9 Dec 2024 Covea Insurance plc Not upheldInsuranceDRN-5100365 The complaint Mr B complains Covea Insurance Plc (Covea) incorrectly cancelled their motor insurance policy. Any references to Covea include their agents. Mr B is represented by Mrs B. As Mrs B has been the main point of contact for these concerns I’ll refer to her througho... (2 pages)View decision -
Decision Reference DRN-4884244
9 Dec 2024 Family Assurance Friendly Society Limited Not upheldInvestmentsDRN-4884244 The complaint Miss H complains about Family Assurance Friendly Society Limited trading as OneFamily (OF) in how they processed a credit to her Child Trust Fund (CTF). As a result, Miss H says this prevented her from paying in further funds. Miss H is represented by a third p... (2 pages)View decision -
Decision Reference DRN-4986366
9 Dec 2024 HDI Global Specialty SE Not upheldInsuranceDRN-4986366 The complaint Mr G and Miss P are unhappy with the repairs carried out by HDI Global Speciality SE (HDI) after they made a claim under their home insurance policy. Where I’ve referred to HDI this also includes any actions or communications by its agents acting on HDI’s behal... (3 pages)View decision
