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 130332 results
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Decision Reference DRN-4996636
30 Sep 2024 ActiveQuote Limited UpheldInsuranceDRN-4996636 The complaint Mr A complains about how ActiveQuote Limited handled his application for an income protection policy. What happened Mr A took out an income protection policy through ActiveQuote in December 2022. Mr A made a separate complaint against the insurer with regards ... (4 pages)View decision -
Decision Reference DRN-5050607
30 Sep 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5050607 The complaint Mr N complains that the Kroo Bank Ltd app did not update its display and that the bank’s customer service was lacking. What happened Mr N says: 1. A banner about choosing a tree planting project still appeared on his app when he was told that after 60 days wit... (3 pages)View decision -
Decision Reference DRN-5001359
30 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5001359 The complaint Mr E complains that National Westminster Bank Plc passed his debt to a debt collection agency. What happened Mr E holds an account with NatWest. Due to Mr E’s financial circumstances, he hasn’t made payments to the account for some time. On 1 November 2023 Mr E... (3 pages)View decision -
Decision Reference DRN-4936078
30 Sep 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4936078 The complaint Mrs C’s representative complains on her behalf that Advantage Insurance Company Limited (Advantage) did not follow the correct procedures for dealing with her claim and wrote her car off as a total loss without her authority. She said it has caused delays to pr... (3 pages)View decision -
Decision Reference DRN-5050530
30 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5050530 The complaint Mr I complains that HSBC UK Bank Plc (HSBC) cancelled his credit card. What happened Mr I had a credit card from HSBC. In November 2023, the limit was £5,000 and the balance was £1,149.70. Mr I was making regular monthly payments of around £100 – the contractua... (3 pages)View decision -
Decision Reference DRN-4970286
30 Sep 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-4970286 The complaint Mr and Mrs M complain as directors of a company, R, that Zempler Bank Limited trading as Cashplus Bank (Cashplus) blocked, then closed the business account and has refused to pay the balance to an account in Mr and Mrs M's name What happened In December 20... (2 pages)View decision -
Decision Reference DRN-5050455
30 Sep 2024 Key Retirement Solutions Limited UpheldInvestmentsDRN-5050455 The complaint Mr and Mrs S’ complaint is about the advice they received from Key Retirement Solutions Limited to take out a home reversion plan (HRP) and invest some of the released equity in an investment bond. They believe that both products were mis-sold. What happened Mr... (7 pages)View decision -
Decision Reference DRN-4876219
30 Sep 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4876219 The complaint Mr S and Mrs S complain that Royal & Sun Alliance Insurance Limited have provided poor service when they made a claim for the breakdown of their boiler, and they would like RSA to pay towards the cost of a new boiler. What happened Mr S and Mrs S hold an a... (3 pages)View decision -
Decision Reference DRN-5050375
30 Sep 2024 QIC Europe Ltd UpheldInsuranceDRN-5050375 The complaint Mr and Mrs O complain about the way QIC Europe Ltd handled a claim they made on their home insurance policy for damage caused by a fire. Any reference to QIC includes its appointed agents, unless specifically set out. What happened In June 2018 there was a fire... (5 pages)View decision -
Decision Reference DRN-5020206
30 Sep 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5020206 The complaint Mr and Mrs R have complained that Advantage Insurance Company Limited voided their home insurance policy and declined a claim they made. Reference to Advantage includes its agents and representatives. And as Mrs R has primarily dealt with things, I’ll refer to... (5 pages)View decision