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 121876 results
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Decision Reference DRN-4251821
19 Jul 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4251821 The complaint Miss S is unhappy that NewDay Ltd haven’t provided her with the correct type of credit card. What happened Miss S is severely disabled and is prescribed medication which affects her memory. Because of this, a chip and pin credit card isn’t suitable for Miss S, bec... (3 pages)View decision -
Decision Reference DRN-4236142
19 Jul 2023 Bank of Scotland Plc UpheldMortgagesDRN-4236142 The complaint Mr B complained about what happened when he tried to sell his house, and redeem his mortgage with Bank of Scotland plc trading as Halifax. What happened Mr B decided in 2022 to sell his property. He sold it to a family member, and sent Halifax the money to pay off... (4 pages)View decision -
Decision Reference DRN-4253888
19 Jul 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4253888 The complaint Mrs H complains about how AXA Insurance UK Plc handled a subsidence claim on her buildings insurance policy. Reference to AXA includes its agents. What happened Mrs H held a buildings insurance policy with AXA. When her home was damaged by subsidence, she submitte... (3 pages)View decision -
Decision Reference DRN-4199259
19 Jul 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4199259 The complaint This complaint’s about a request that Mrs B made to Barclays Bank UK Plc to release its charge over her property. She say that due to delays and errors on Barclays’ part, she lost out on a low interest rate for an equity release mortgage, and as a result, the bala... (2 pages)View decision -
Decision Reference DRN-4251310
19 Jul 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4251310 The complaint Miss D complained that Barclays Bank UK PLC gave her incorrect information about her overpayment allowance, which led to her making the payment in the wrong overpayment period. It then failed to resolve the problem, withholding a promised refund. What happened Mis... (4 pages)View decision -
Decision Reference DRN-4154310
19 Jul 2023 QIC Europe Ltd UpheldInsuranceDRN-4154310 The complaint Mrs O complained about how her claim was handled and she was unhappy with the cash settlement she was offered for repairing damage caused by a water leak in her home. Mrs O had a home insurance policy with QIC Europe Ltd (“QIC”). What happened Mrs O made a claim o... (3 pages)View decision -
Decision Reference DRN-4249690
19 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4249690 The complaint Mr O is unhappy that HSBC UK Bank Plc set up a Bounce Back Loan (“BBL”) on a sole trader basis rather than on a limited company basis. What happened Mr O applied for a BBL in the name of his limited company. Mr O’s BBL application was successful, and he received t... (3 pages)View decision -
Decision Reference DRN-4236009
19 Jul 2023 Elevate Portfolio Services Limited UpheldPensions and AnnuitiesDRN-4236009 The complaint Mr O complains that Elevate Portfolio Services Limited (“Elevate”) failed to complete the transfer of his pension savings to another provider in a timely manner. What happened Mr O held pension savings with Elevate that he decided to transfer to another provider –... (4 pages)View decision -
Decision Reference DRN-4188343
19 Jul 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4188343 The complaint Mr Q complains about AXA Insurance UK Plc’s settlement of a claim under his car insurance. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr Q had car insurance underwritten by AXA. He made ... (3 pages)View decision -
Decision Reference DRN-4175546
19 Jul 2023 QIC Europe Ltd UpheldInsuranceDRN-4175546 The complaint Mrs C complains that QIC Europe Ltd rejected her claim under her pet insurance policy. My references to QIC include its claim and complaint handling agents. What happened In December 2022 Mrs C says she noticed that her dog had a lump the size of a quail’s egg. Sh... (3 pages)View decision
