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 122183 results
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Decision Reference DRN-3896543
23 May 2023 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-3896543 The complaint Mr and Mrs R are unhappy with the service they received from The Royal Bank of Scotland Plc (“RBS”) in relation to a loan application. What happened In August 2022 Mr and Mrs R applied for a loan with RBS online. Paperwork was sent out for them to sign, which was ... (5 pages)View decision -
Decision Reference DRN-4108127
23 May 2023 Magus Private Wealth Limited UpheldInsuranceDRN-4108127 The complaint Mr T complains that Magus Private Wealth Limited failed to give him appropriate advice regarding his protection insurance cover. What happened In 2013, Mr T took out income protection cover on Magus’s advice. This was taken out on a ‘working tasks’ incapacity defi... (4 pages)View decision -
Decision Reference DRN-3775962
23 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3775962 The complaint R complains that HSBC UK Bank Plc closed its account despite its director being told a safeguard review had been successfully completed. R is represented by its director Mr B. What happened HSBC wrote to Mr B in June 2020 asking him to provide information for a sa... (3 pages)View decision -
Decision Reference DRN-3741297
23 May 2023 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-3741297 The complaint Mrs G complains that Quilter Life & Pensions Limited caused delays when she was transferring her personal pension to it, and she lost out because the funds were invested at a later date than they should have been. What happened Mrs G’s complaint was considered... (6 pages)View decision -
Decision Reference DRN-4148502
23 May 2023 QIC Europe Ltd UpheldInsuranceDRN-4148502 The complaint Mr A complains about QIC Europe Ltd (“QIC”) for declining his claim in its entirety. He wants QIC to accept and settle his claim for damage. What happened Mr A held building insurance with QIC from May 2022. In November 2022, following heavy rain, Mr A observed th... (2 pages)View decision -
Decision Reference DRN-4119008
23 May 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4119008 The complaint Mr R complains that due to a Santander UK Plc error, he wasn’t able to take advantage of a year’s Individual Savings Account (ISA) allowance. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts a... (2 pages)View decision -
Decision Reference DRN-4147195
23 May 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4147195 The complaint A company, which I’ll refer to as W, complains about how National Westminster Bank Plc conducted a review of W’s business profile, which resulted in restrictions being placed on W’s account. Mr B, a director of W, brings the complaint on W’s behalf. What happened ... (6 pages)View decision -
Decision Reference DRN-4021451
23 May 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4021451 The complaint Miss H has complained about her car insurer Haven Insurance Company Limited regarding two claims she made to it. What happened In March 2022, Miss H found her car had been damaged – it was dented and scratched on its side and she found the seatbelt wasn’t working.... (3 pages)View decision -
Decision Reference DRN-4036458
23 May 2023 QIC Europe Ltd UpheldInsuranceDRN-4036458 The complaint Ms H complains that QIC Europe Ltd unfairly declined a claim she made on her buildings insurance policy. Reference to QIC includes its agents. What happened Ms H held a buildings insurance policy with QIC. When she noticed damage to her conservatory, she made a cl... (2 pages)View decision -
Decision Reference DRN-4076118
23 May 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4076118 The complaint Mrs A, through a representative, says Everyday Lending Limited (ELL), trading as Everyday Loans, irresponsibly lent to her. What happened Mrs A took out an instalment loan from ELL in July 2019 for £2,000 over 24 months. The monthly repayments were £163.75 and the... (3 pages)View decision
