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-4367494
2 Apr 2024 QIC Europe Ltd UpheldInsuranceDRN-4367494 The complaint Mr and Mrs D complain that QIC Europe Ltd declined a claim they made on their home insurance policy for a damaged ring. Mr D has primarily dealt with things so, for simplicity, I’ll refer to him only. Reference to QIC includes its agents and representatives. What ... (3 pages)View decision -
Decision Reference DRN-4559222
2 Apr 2024 West Bromwich Building Society UpheldBanking and PaymentsDRN-4559222 The complaint Mr M complains he was charged penalty interest on a fixed rate ISA from West Bromwich Building Society trading as the West Brom (WB). What happened Mr M opened a five-year fixed rate ISA with WB in August 2022. In June 2023, the balance was £30,170.97. The intere... (4 pages)View decision -
Decision Reference DRN-4669030
2 Apr 2024 Society of Lloyd's UpheldInsuranceDRN-4669030 The complaint Mr H has complained about the way Society of Lloyd’s (SOL) handled two claims under his Taxi insurance policy. He’s also complained that SOL refused to renew his policy. Mr H’s policy is underwritten by a syndicate at SOL, but for the sake of ease I’ve referred to... (4 pages)View decision -
Decision Reference DRN-4698475
2 Apr 2024 Patrick O'Donovan Financial Solutions Ltd UpheldMortgagesDRN-4698475 The complaint This complaint is about the service Mr F received when he made what turned out to be an abortive mortgage application through Patrick O’Donovan Financial Solutions Ltd (“POD”). What happened In what follows, I have summarised events in rather less detail than the... (3 pages)View decision -
Decision Reference DRN-4705221
2 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4705221 The complaint Miss H complains about Aviva Insurance Limited (Aviva) declining a claim under her home insurance policy for damage to the roof of her property. Aviva use agents to administer the policy and to assess claims. References to Aviva include these agents. This decision... (7 pages)View decision -
Decision Reference DRN-4716987
2 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4716987 The complaint Mr G complains that due to an error made by Aviva Insurance Limited (Aviva) relating to his van insurance policy for his business, which I’ll refer to as M, he was stopped and detained by the Police for driving without insurance. Mr G, on behalf of his business M,... (3 pages)View decision -
Decision Reference DRN-4631328
2 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4631328 The complaint Mr M complains that Monzo Bank Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr M has explained that in December 2021 and Jan... (5 pages)View decision -
Decision Reference DRN-4711524
2 Apr 2024 Mortgage Connect (N.I) Ltd UpheldInsuranceDRN-4711524 The complaint Mrs M is unhappy that Mortgage Connect (N.I) Limited mis-sold her an income protection policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus ... (3 pages)View decision -
Decision Reference DRN-4716941
2 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4716941 The complaint Mr R complains about racial discrimination when he visited Barclays Bank UK PLC to make a large cash withdrawal. What happened I issued a provisional decision on 7 March 2024, and this is what I said: I’ve considered the relevant information about this complaint. ... (5 pages)View decision -
Decision Reference DRN-4457453
2 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4457453 The complaint Mr L complains HSBC UK Bank Plc passed on an exchange rate loss. What happened Mr L was making a series of transactions from an HSBC account in Swiss Francs (CHF) to an account in Switzerland. The payments were due to be sent in CHF. On the second transfer Mr L re... (3 pages)View decision
