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-4623130
28 Mar 2024 Vodafone Limited UpheldInsuranceDRN-4623130 The complaint Ms P’s complaint is about charges made for a mobile phone insurance policy by Vodafone Limited. What happened Ms P had an insurance policy for her mobile phone. In 2018 she visited a store to change her phone. She was unaware at the time but she was sold another i... (3 pages)View decision -
Decision Reference DRN-4674721
28 Mar 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4674721 The complaint Mr and Mrs G complain that Liverpool Victoria Insurance Company Limited (LV) hasn’t paid a claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think ... (3 pages)View decision -
Decision Reference DRN-4604440
28 Mar 2024 British Gas Insurance Limited UpheldInsuranceDRN-4604440 The complaint Mr H is unhappy with the service provided by British Gas Insurance Limited (BGI) following an incident that caused damage to his home. What happened In December 2020 BGI replaced Mr H’s unvented hot water cylinder. In October 2022 BGI sent a plumber to attend to a... (3 pages)View decision -
Decision Reference DRN-4697109
28 Mar 2024 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-4697109 The complaint Mr M complains that JAJA FINANCE LTD (“JAJA”) has recorded a default on his credit file. He says this has negatively impacted his credit score and his mental health. What happened Mr M held a credit card account that JAJA acquired from the original creditor. Mr M ... (4 pages)View decision -
Decision Reference DRN-4339773
28 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4339773 The complaint Ms F complains that HSBC UK Bank Plc (HSBC) is refusing to refund her the amount she lost as the result of a scam. Ms F is being represented by a third party. To keep things simple, I will refer to Ms F throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-4678107
28 Mar 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4678107 The complaint Mr J is unhappy with how Tesco Underwriting Limited has handled a claim on his motor insurance policy. What happened Mr J held a motor insurance policy underwritten by Tesco. In August 2023, Mr J’s car was parked outside when a third party collided with it and lef... (3 pages)View decision -
Decision Reference DRN-4664163
28 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4664163 The complaint A company, which I will refer to as R, complains that Barclays Bank UK PLC wrongly restricted its access to one of its accounts. Miss K, who is a director of R, brings this complaint on its behalf. What happened In March 2023 Barclays discovered that the Registrar... (2 pages)View decision -
Decision Reference DRN-4714573
28 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4714573 The complaint Mr T complains about being unable to access his Santander UK Plc account. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr T has an account with Santander that was opened when he lived in... (6 pages)View decision -
Decision Reference DRN-4715265
28 Mar 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4715265 The complaint Mrs H complains about the due diligence London & Colonial Services Limited (‘L&C’) undertook before accepting her application for a Self-Invested Personal Pension (‘SIPP’). Mrs H complains that L&C failed to carry out sufficient due diligence when it a... (46 pages)View decision -
Decision Reference DRN-4714855
28 Mar 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4714855 The complaint Mr B complains that Bank of Scotland plc trading as Halifax registered adverse information on his credit file. What happened Mr B says he noticed a default marker on his credit file, but he never missed a payment or received a default notice from Halifax. Mr B say... (5 pages)View decision
