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-4308400
21 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4308400 The complaint Mr and Mrs B are unhappy that Aviva Insurance Limited declined a claim they made on their travel insurance policy. What happened Mr and Mrs B were due to travel abroad with their son and friends in the summer of 2022. Mrs B had also planned to do an endurance acti... (5 pages)View decision -
Decision Reference DRN-4303921
21 Aug 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4303921 The complaint Mr and Mrs B are unhappy with the way Fairmead Insurance Limited has dealt with a claim they made under their home insurance policy. Mr B has primarily dealt with the claim, so for ease of reading I’ll refer to him only. Reference to Fairmead includes its appointe... (6 pages)View decision -
Decision Reference DRN-4300049
21 Aug 2023 National Westminster Bank Plc UpheldPensions and AnnuitiesDRN-4300049 The complaint Mr L complained because he felt National Westminster Bank Plc (“NatWest”) gave him unsuitable advice to set up a self-invested personal pension (“SIPP”) and to then invest in a commercial property. What happened In November 2006 Mr L met with one of NatWest’s advi... (8 pages)View decision -
Decision Reference DRN-4310223
21 Aug 2023 Santander UK Plc UpheldMortgagesDRN-4310223 The complaint This complaint is about a mortgage that Mr E and Mrs S took out, eventually jointly, with Santander UK Plc. The mortgage was originally applied for, an offered, in Mr E’s sole name, but then withdrawn due to Mrs S holding a charge over the mortgaged property. They... (2 pages)View decision -
Decision Reference DRN-4266531
21 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4266531 The complaint Mr J complains that HSBC UK Bank Plc wouldn’t open fixed rate savers accounts and hadn’t removed his former wife’s name from his existing savings accounts. He wants her name to be removed and the savers opened with interest paid from 21 January 2021. What happened... (3 pages)View decision -
Decision Reference DRN-4303106
21 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4303106 The complaint Mr C is unhappy that Aviva Insurance Limited decided to stop funding his mental health treatment. What happened Mr C was receiving in-patient mental health treatment. Aviva contacted Mr C to say that they would no longer be covering this treatment. They then agree... (4 pages)View decision -
Decision Reference DRN-4287580
21 Aug 2023 HSBC UK Bank Plc UpheldMortgagesDRN-4287580 The complaint This complaint is about a mortgage that Mr S took out with HSBC UK Bank Plc. He’s unhappy that delays, error and omissions on HSBC’s part resulted in him paying more for the property than originally agreed, and caused him a high degree of stress and worry. What ha... (3 pages)View decision -
Decision Reference DRN-4211577
21 Aug 2023 Business Insurance Solutions Limited UpheldInsuranceDRN-4211577 The complaint Mr B complains that Business Insurance Solutions Limited (BISL) overcharged him for a commercial vehicle policy. What happened Mr B took out a policy with BISL. When validating the policy, BISL said Mr B’s no claims discount (NCD) couldn’t be used toward this poli... (2 pages)View decision -
Decision Reference DRN-4291075
21 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4291075 The complaint Mr S complains that Creation Financial Services Limited closed his account, didn’t credit his points, a free night stay voucher or refund the annual fee. He’d like his benefits credited and compensation for the impact. What happened Mr S had a rewards club premium... (3 pages)View decision -
Decision Reference DRN-4237012
21 Aug 2023 Post Office Management Services Limited UpheldInsuranceDRN-4237012 The complaint Mrs T is unhappy with the service she received from Post Office Management Services Limited. What happened Mrs T contacted Post Office by phone in February 2023 to get a quote for a travel insurance policy. She took out a policy during the phone call. Mrs T contac... (4 pages)View decision
