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 121668 results
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Decision Reference DRN-4542329
18 Jan 2024 Aviva Insurance Limited UpheldInsuranceDRN-4542329 The complaint B and X have complained about what Aviva Insurance Limited has said it is willing to pay in settlement of a claim under their Minifleet insurance policy. B and X are represented by a director of B. But for the sake of ease I’ve referred to B and B and X throughout... (3 pages)View decision -
Decision Reference DRN-4545901
18 Jan 2024 Canada Life Limited UpheldInsuranceDRN-4545901 The complaint Mr H complains that Canada Life Limited gave him incorrect information about the benefit end date for a claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties, so I’ve set out a sum... (4 pages)View decision -
Decision Reference DRN-4418212
18 Jan 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4418212 The complaint S, a limited company, complains that Advanced Payment Solutions Limited (APS) didn’t respond promptly enough to notification of fraud and that this caused it a loss. Mr L is S’ director and he brings the complaint on its behalf and has used a representative when d... (3 pages)View decision -
Decision Reference DRN-4332764
18 Jan 2024 Iwoca Ltd UpheldBanking and PaymentsDRN-4332764 The complaint A limited company, which I’ll call V, complains that IWOCA Ltd has acted in a threatening and intimidating manner in relation to a loan. V also complains that IWOCA had charged it an unfair fee of £990 and failed to explain what this fee was for. V is represented ... (3 pages)View decision -
Decision Reference DRN-4524953
18 Jan 2024 The Original Holloway Friendly Society Limited UpheldInsuranceDRN-4524953 The complaint Mrs M is unhappy that The Original Holloway Friendly Society Limited (‘OHFS’) stopped paying the monthly benefit following a successful claim on her income protection insurance policy. What happened Mrs M has the benefit of an income protection insurance policy (‘... (5 pages)View decision -
Decision Reference DRN-4349692
18 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4349692 The complaint Mr and Mrs P complain about a dormant account they held with HSBC UK Bank Plc trading as first direct (first direct). What happened Mr and Mrs P’s current and savings accounts were closed due to dormancy in 2013. In April 2023, Mr P contacted first direct about th... (2 pages)View decision -
Decision Reference DRN-4566029
18 Jan 2024 Fluent Money Limited UpheldMortgagesDRN-4566029 The complaint Mr and Mrs C complain about the way that Fluent Money dealt with them when it acted as mortgage brokers for them during a mortgage application. They said that as a result of its errors, the product and broker fees were not added to the mortgage as they requested. ... (3 pages)View decision -
Decision Reference DRN-4462959
18 Jan 2024 Gain Credit LLC UpheldConsumer CreditDRN-4462959 The complaint Mr H complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out the correct affordability checks. What happened A summary of Mr H’s borrowing can be found in the table below. loan number loan amount agreement da... (5 pages)View decision -
Decision Reference DRN-4556750
17 Jan 2024 Clydesdale Bank Plc UpheldMortgagesDRN-4556750 The complaint Mr W and Miss S are unhappy that Clydesdale Bank Plc (trading as Virgin Money) declined their mortgage application. They say Clydesdale took too long to make its lending decision. By the time they sought a mortgage with a different lender the interest rates had al... (5 pages)View decision -
Decision Reference DRN-4496561
17 Jan 2024 Leeds Building Society UpheldBanking and PaymentsDRN-4496561 The complaint Mr W is unhappy with the service he received from Leeds Building Society (“LBS”) surrounding an ISA transfer. What happened Mr W held approximately £85,396 in a cash ISA. On 26 April 2023, Mr W opened a new fixed rate ISA with LBS and requested a partial transfer ... (3 pages)View decision
