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 121115 results
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Decision Reference DRN-4210804
22 Jan 2024 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-4210804 The complaint Mrs R complains that Vanguard Asset Management, Ltd (‘Vanguard’) gave her misleading information and didn’t pay a dividend on some shares she held in a Vanguard ISA. She wants to receive the dividend payment which she believes Vanguard is obligated to pay. And she... (4 pages)View decision -
Decision Reference DRN-4533839
22 Jan 2024 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-4533839 The complaint Mr S is unhappy with the way in which The Royal London Mutual Insurance Society Limited handled a claim made on a life and critical illness policy, including delays assessing and paying the claim. What happened Mr S was unfortunately diagnosed with a critical illn... (3 pages)View decision -
Decision Reference DRN-4494094
22 Jan 2024 Think Money Limited UpheldBanking and PaymentsDRN-4494094 The complaint Mr A has complained Think Money Limited won’t refund money for transactions he didn’t make. What happened In May Mr A left his phone in a cab but was reunited with it later that day. His bank cards, driving licence and other personal information was kept with his ... (3 pages)View decision -
Decision Reference DRN-4316428
22 Jan 2024 Everyday Lending Limited UpheldConsumer CreditDRN-4316428 The complaint Miss S complained that Everyday Lending Limited (“Everyday Lending”) irresponsibly granted her a personal loan in October 2021 that she couldn’t afford to repay. What happened In October 2021, Miss S took out a loan of £6,100 over a term of 60 months, with a month... (3 pages)View decision -
Decision Reference DRN-4302762
22 Jan 2024 Target Servicing Limited UpheldMortgagesDRN-4302762 The complaint Mr H and Mr V complain that Target Servicing Limited delayed the redemption of their help to buy shared equity loan. What happened Mr H and Mr V bought their property with the aid of a help to buy loan. A help to buy loan is a shared equity loan offered as part of... (4 pages)View decision -
Decision Reference DRN-4372098
22 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4372098 The complaint Mr C complains about Royal & Sun Alliance Insurance Limited’s (RSA) decision to decline an escape of water claim on his home insurance policy. Any reference to RSA includes the actions of its agents. What happened The circumstances of this complaint are well k... (3 pages)View decision -
Decision Reference DRN-4572854
22 Jan 2024 Bank of Scotland Plc UpheldMortgagesDRN-4572854 The complaint This complaint’s about a mortgage Mr C and Mrs G hold with Bank of Scotland Plc (BOS) trading as Halifax. There are three broad elements to the complaint; these are: BOS misled them about the timing of monthly changes to its valuation index forcing them to pay a ... (3 pages)View decision -
Decision Reference DRN-4572718
22 Jan 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4572718 The complaint Mr B complains that Liverpool Victoria Insurance Company Limited (LV) rejected his claim under his breakdown and recovery motor insurance policy when his car broke down whilst abroad. He wants it to reimburse his recovery costs. What happened Mr B said he paid LV... (3 pages)View decision -
Decision Reference DRN-4554894
22 Jan 2024 BUPA Insurance Limited UpheldInsuranceDRN-4554894 The complaint Mr W has complained that BUPA Insurance Limited (‘BUPA’) failed to respond to him when he wanted to continue his policy in 2018. What happened Mr W had a private medical insurance policy, underwritten by BUPA. In 2018, Mr W left his employer and BUPA offered him a... (2 pages)View decision -
Decision Reference DRN-4175844
22 Jan 2024 U K Insurance Limited UpheldInsuranceDRN-4175844 The complaint Mr W complains about U K Insurance Limited’s (‘UKI’s) handling of a claim made under his landlord insurance policy. Any reference to UKI includes the actions of its agents. What happened Mr W holds a landlord insurance policy with UKI which covers a property he re... (2 pages)View decision
