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 125399 results
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Decision Reference DRN-4824642
11 Jun 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4824642 The complaint Ms K is unhappy that The Mortgage Works (UK) Plc (“TMW”) didn’t clearly inform her that accepting a nil-payment concession on her mortgage would adversely impact her credit file. What happened Ms K called TMW on 28 June 2023 and asked for a payment holiday on her ... (4 pages)View decision -
Decision Reference DRN-4481341
11 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4481341 The complaint A company which I’ll call ‘M’ complains that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. The complaint is brought on M’s behalf by one of its directors, Mr M. What happened M held a business account with Barclays. M told us: Barc... (3 pages)View decision -
Decision Reference DRN-4819906
11 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4819906 The complaint Mr S complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and the pre-accident valuation of his car after it was deemed a total loss. What happened Mr S held a motor insurance policy, underwritten by AIL, when his car was involved in a road traffic accide... (3 pages)View decision -
Decision Reference DRN-4504669
11 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4504669 The complaint Ms D complains Royal & Sun Alliance Insurance’s settlement of her home insurance claim is unreasonable. What happened In October 2020 Ms D purchased a new home. She took out RSA home insurance. In the spring of 2022 she noticed dampness around the patio doors ... (4 pages)View decision -
Decision Reference DRN-4687672
11 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4687672 The complaint Mr and Mrs R have complained about their home emergency insurer Aviva Insurance Limited because they believe it failed to complete a repair which led to damage occurring. What happened There was a leak from the guest toilet in Mr and Mrs R’s home in January 2022. ... (3 pages)View decision -
Decision Reference DRN-4834487
11 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4834487 The complaint Mr J complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money he lost after falling victim to a scam. What happened Mr J’s complaint has been brought by a professional representative. As the account is in Mr J’s name, I’ll refer to... (5 pages)View decision -
Decision Reference DRN-4813742
10 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4813742 The complaint Mr and Mrs C complain about the way Accredited Insurance (Europe) Ltd (“Accredited”) has handled a claim made under their home insurance policy. Any references to Accredited in this decision include its appointed agents. What happened In January 2023, there was a ... (4 pages)View decision -
Decision Reference DRN-4773899
10 Jun 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4773899 The complaint Mr K’s complaint is about the handling of a claim made under his appliance insurance policy with Domestic & General Insurance Plc. What happened Mr K holds a policy with Domestic & General which provides insurance in respect of the breakdown of his televis... (3 pages)View decision -
Decision Reference DRN-4836080
10 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4836080 The complaint Ms C complains that HSBC UK Bank Plc blocked her bank accounts. She is also unhappy about the service she received and wants compensation for the trouble and upset she was caused. What happened Ms C has a current account and savings accout with HSBC. Ms C used her... (4 pages)View decision -
Decision Reference DRN-4583266
10 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4583266 The complaint Mr and Mrs S complain that Nationwide Building Society blocked their joint current account without good reason and without giving them notice that it intended to do so. What happened Mr and Mrs S hold a joint current account with Nationwide. On 31 July 2023 Nation... (2 pages)View decision
