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 121262 results
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Decision Reference DRN-4316857
8 Nov 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4316857 The complaint Mr S complains that Domestic & General Insurance Plc (D&G) has provided poor service when handling a claim he made for a faulty TV. What happened Mr S has several policies with D&G that provided repair or replacement services for various items he owns.... (4 pages)View decision -
Decision Reference DRN-4188856
8 Nov 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4188856 The complaint Mr W and Mrs W complain Clydesdale Bank PLC trading as Virgin Money (Virgin) failed to initiate the automatic sweep from their deposit account to their current account resulting in a direct debit being returned unpaid. What happened Mr W says on 23 March 2023 he r... (3 pages)View decision -
Decision Reference DRN-4378835
8 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4378835 The complaint C, a limited company, complains that HSBC UK Bank Plc has failed to return a sum of money which has not reached the recipient bank account. C wants HSBC to refund the money. C’s complaint is brought by Mr S, a director of C. What happened After C’s HSBC bank accou... (2 pages)View decision -
Decision Reference DRN-4120089
8 Nov 2023 more 2 life Ltd UpheldMortgagesDRN-4120089 The complaint Mr and Mrs S complain that more 2 life Ltd (“M2L”) didn’t give them the opportunity to port their equity release mortgage. Mr and Mrs S are represented by Mr T, their mortgage adviser. What happened In early March 2022 Mr and Mrs S phoned M2L to discuss the possib... (2 pages)View decision -
Decision Reference DRN-4374819
8 Nov 2023 QIC Europe Ltd UpheldInsuranceDRN-4374819 The complaint Mr K complains about how QIC Europe Ltd (QIC) dealt with a claim under his home insurance policy for damage from a burst pipe at his property. QIC use agents to administer the policy and to assess claims. Reference to QIC includes these agents. What happened In Fe... (4 pages)View decision -
Decision Reference DRN-4422233
8 Nov 2023 AWP P&C SA UpheldInsuranceDRN-4422233 The complaint Miss P and Mr S complain about the settlement they’ve been paid by AWP P&C SA for 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 are... (4 pages)View decision -
Decision Reference DRN-4439602
8 Nov 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4439602 The complaint X complains that PayPal (Europe) Sarl et Cie SCA has mishandled their Section 75 claim under the Consumer Credit Act 1974 following the return of a mobile phone to a merchant that they had purchased using PayPal. What happened In May 2022 X purchased a mobile phon... (5 pages)View decision -
Decision Reference DRN-4063967
8 Nov 2023 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4063967 The complaint Mr and Mrs G have complained about the administration of one of their buy-to-let (BTL) mortgage accounts held with The Mortgage Works (UK) Plc (TMW). Mr and Mrs G are unhappy at the length of time taken to secure a new interest rate product. They had chosen a rate... (4 pages)View decision -
Decision Reference DRN-4442995
8 Nov 2023 Embark Investment Services Limited UpheldInvestmentsDRN-4442995 The complaint Mr B complains that Embark Investment Services Limited, trading as Stocktrade (“Stocktrade”), blocked his account and didn’t allow him to place a sale. By the time the block was removed, and he was able to trade, the price had moved against him. He wants Stocktrad... (8 pages)View decision -
Decision Reference DRN-4417282
8 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4417282 The complaint Mrs K has complained about the way her motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim she made on her policy after her car’s rear windscreen was damaged. Admiral is the underwriter of this policy i.e., the insurer. Throughout t... (4 pages)View decision
