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-4358725
20 Feb 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4358725 The complaint Mr B complains that the past performance statistics he has been provided relating to his pension have changed on the statements he has been provided by Scottish Widows Limited, trading as Halifax Financial Services (Scottish Widows). What happened Mr B holds a pen... (3 pages)View decision -
Decision Reference DRN-4585126
20 Feb 2024 Clegg Gifford & Co Limited UpheldInsuranceDRN-4585126 The complaint Mr P has complained that Clegg Gifford & Co Limited overcharged him for his Motor Trader insurance policy over a period of five years between 2018 and 2022. What happened Mr P had a Motor Trade policy through Clegg Gifford. He was disqualified from driving. Wh... (3 pages)View decision -
Decision Reference DRN-4531151
20 Feb 2024 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-4531151 The complaint Miss B complains about a loan granted to her by Bank of Ireland (UK) Plc (BOI). She says that BOI shouldn’t have agreed to the loan because it was unaffordable for her. What happened BOI agreed a loan for Miss B in July 2019. The loan was for £13,000 to be repaid ... (3 pages)View decision -
Decision Reference DRN-4293515
20 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4293515 The complaint Mrs G and Mr K complain that HSBC UK Bank Plc (HSBC) is refusing to refund them the amount they lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr K w... (3 pages)View decision -
Decision Reference DRN-4506112
20 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4506112 The complaint Mr D complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The background of this co... (3 pages)View decision -
Decision Reference DRN-4506710
20 Feb 2024 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-4506710 The complaint Mr and Mrs A complain about the service provided by Scottish Friendly Assurance Society Limited (Scottish Friendly) after they requested the surrender of a unit linked savings plan with life cover (‘the policy’). What happened Mr and Mrs A took out the policy with... (4 pages)View decision -
Decision Reference DRN-4609141
20 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4609141 The complaint Miss F complains that esure Insurance Limited (“esure”) has poorly handled a claim made under her motor insurance policy and failed to provide her with regular updates. Any reference to esure includes respective agents and representatives. What happened The backgr... (2 pages)View decision -
Decision Reference DRN-4632028
20 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4632028 The complaint Mr W complains that Aviva Insurance Limited is responsible for mishandling a claim and mishandling his car in connection with a motor insurance policy. What happened The subject matter of the claim and the complaint is a premium-brand car with a three-litre engine... (7 pages)View decision -
Decision Reference DRN-4631144
20 Feb 2024 HDI Global Specialty SE UpheldInsuranceDRN-4631144 The complaint Mrs S and Mr S have complained that HDI Global Specialty SE unfairly declined a claim on Mr S’s pet insurance policy. For convenience in this decision I shall just refer to Mr S as he is the policyholder. What happened On 3 March 2023 Mr S took out a pet insurance... (2 pages)View decision -
Decision Reference DRN-4384064
20 Feb 2024 Nationwide Building Society UpheldMortgagesDRN-4384064 The complaint Mr S complains that Nationwide Building Society caused delays during the processing of his mortgage application and sent his personal data to an incorrect email recipient. What happened Mr S applied, via a broker, for a mortgage with Nationwide on 5 September 2022... (3 pages)View decision
