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 125400 results
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Decision Reference DRN-4752394
19 Apr 2024 HCC International Insurance Company Plc UpheldInsuranceDRN-4752394 The complaint Mrs R has complained about her property insurer HCC International Insurance Company Plc about how it has handled a claim following a flood, including outstanding repairs and poor work completed. HCC has used a number of agents to progress the claim. I’ll refer to ... (10 pages)View decision -
Decision Reference DRN-4748382
19 Apr 2024 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4748382 The complaint Mr K complains Ikano Bank AB (publ) failed to update his address on their systems, and this resulted in his account being unfairly defaulted. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts a... (4 pages)View decision -
Decision Reference DRN-4747356
19 Apr 2024 PEBBLE PROTECTION LTD UpheldInsuranceDRN-4747356 The complaint Mr R complains that PEBBLE PROTECTION LIMITED (Pebble) mis-sold him a new life insurance policy, that left him with considerably less cover than he had previously. What happened Mr R says he had a term assurance policy in place, which provided him with £200,000 of... (3 pages)View decision -
Decision Reference DRN-4747361
19 Apr 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4747361 The complaint Mr R complains that Legal and General Assurance Society Limited (L&G) let him cancel a life insurance policy, before reducing the terms on his succeeding policy. What happened Mr R says he had a term assurance policy in place with L&G, which provided him w... (4 pages)View decision -
Decision Reference DRN-4621008
19 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4621008 The complaint Mrs W and Mr T complain that Santander UK Plc closed their joint bank account without providing an explanation. They are also unhappy with the level of service and communication provided by Santander. What happened The detailed background of this complaint is well... (4 pages)View decision -
Decision Reference DRN-4699305
19 Apr 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4699305 The complaint Mr D complains about the actions of The Royal Bank of Scotland Plc (RBS) when he lost money to a scam. Mr D is being represented by a claims management company but for ease of reading I’ll only refer to Mr D in the decision. What happened The detailed background t... (4 pages)View decision -
Decision Reference DRN-4714201
19 Apr 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4714201 The complaint Mr N complains American Express Services Europe Limited (AESEL) have discriminated against him, on the grounds of disability, when they declined his application for a credit card. What happened In late March 2023, Mr N completed AESEL’s eligibility checker for a c... (4 pages)View decision -
Decision Reference DRN-4743997
19 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4743997 The complaint Mr P complains about how HSBC UK Bank Plc handled a payment dispute he brought to it. What happened The parties are familiar with the background facts of this case so I will summarise these briefly. It reflects my informal remit. Mr P bought an item from a retaile... (4 pages)View decision -
Decision Reference DRN-4752136
19 Apr 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4752136 The complaint Mr and Mrs L, represented by their daughter, Ms L, have complained about their property insurer Royal & Sun Alliance Insurance Limited (RSA), regarding a subsidence claim. What happened Mr and Mrs L made a claim to RSA in October 2021 when they noticed cracks ... (5 pages)View decision -
Decision Reference DRN-4715825
19 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4715825 The complaint Mrs D says Clydesdale Bank Plc, trading as Virgin Money, irresponsibly lent to her. What happened Mrs D applied for a credit card from Virgin Money in February 2019. She was given a limit of £4,300. She says Virgin Money did not complete enough checks, she had lot... (3 pages)View decision
