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-4550211
10 Jan 2024 Coventry Building Society UpheldMortgagesDRN-4550211 The complaint Mr and Mrs D complain that Coventry Building Society misled them about whether it would port their buy to let mortgage to a property being sold at auction. They ask for £7,500 compensation and to be able to port the mortgage outside Coventry’s usual criteria, with... (4 pages)View decision -
Decision Reference DRN-4536756
10 Jan 2024 Aviva Insurance Limited UpheldInsuranceDRN-4536756 The complaint Mr I says Aviva Insurance Limited didn’t arrange for a further assessment to be carried out of his legal expenses claim (as agreed following a previous complaint to our service). What happened Mr I invested in property development. As his money wasn’t returned, he... (3 pages)View decision -
Decision Reference DRN-4537063
10 Jan 2024 Covea Insurance plc UpheldInsuranceDRN-4537063 The complaint A limited company, which I will call R, has complained about the refusal of a claim under its Pubs and Wine Bars Insurance policy with Covea Insurance Plc. Mr B, as director of R, has brought the complaint on its behalf. What happened R consists of a pub. In Janua... (12 pages)View decision -
Decision Reference DRN-4418543
10 Jan 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4418543 The complaint Miss E complains that HSBC UK Bank Plc (“HSBC”) irresponsibly granted her two fixed sum loan agreements that she couldn’t afford to repay. What happened In March 2020 Miss E took out a loan with HSBC. Under the terms of the fixed sum loan agreement, Miss E was bor... (3 pages)View decision -
Decision Reference DRN-4524496
10 Jan 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4524496 The complaint Ms O complains that her mortgage lender Barclays Bank UK PLC hasn’t consented to the removal of her former husband from the title of her property. What happened Ms O and her former husband have a mortgage with Barclays. The mortgage remains in joint names though M... (4 pages)View decision -
Decision Reference DRN-4347140
10 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4347140 The complaint Mr and Mrs B complain about how Admiral Insurance (Gibraltar) Limited handled a claim made under the terms of a boiler emergency policy. Admiral Insurance (Gibraltar) Limited, as the underwriter of the insurance contract, is responsible for this complaint. Referen... (5 pages)View decision -
Decision Reference DRN-4543504
10 Jan 2024 U K Insurance Limited UpheldInsuranceDRN-4543504 The complaint Mr F says U K Insurance Limited (‘UKI’) provided poor service and didn’t highlight a significant change in his cover sufficiently when he renewed his motor insurance cover. What happened As the parties are familiar with the facts (and they’re set out in more detai... (2 pages)View decision -
Decision Reference DRN-4548520
10 Jan 2024 Euroins AD UpheldInsuranceDRN-4548520 The complaint Mr and Mrs B’s complaint is about Euroins AD declining a claim they made on their travel insurance policy. What happened Mr and Mrs B were due to go on holiday on 27 May 2023. On 19 May Mr B tested positive for Covid-19 on a lateral flow test at home. On 21 May he... (3 pages)View decision -
Decision Reference DRN-4542243
10 Jan 2024 Apfin Ltd UpheldConsumer CreditDRN-4542243 The complaint Mr S complains through a representative that APFIN LTD trading as cashasap.co.uk (“Apfin”) provided him with loans without carrying out appropriate affordability checks. What happened A summary of Mr S’s borrowing can be found in the table below. loan number loan ... (5 pages)View decision -
Decision Reference DRN-4546061
10 Jan 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4546061 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money requested the transfer of his money from his Individual Savings Account (ISA) before the requested date. What happened Mr B made an online request to transfer his ISA from another bank to Virgin Money... (3 pages)View decision
