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 125299 results
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Decision Reference DRN-4247561
16 Jul 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4247561 The complaint Mr F and Mrs F complain about Lloyds Bank General Insurance Limited trading as Halifax (“Halifax”) for declining their claim for damage to a Velux window during extreme heat. They want Halifax to settle their claim. What happened Mr F and Mrs F have owned their ho... (2 pages)View decision -
Decision Reference DRN-4068378
14 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4068378 The complaint Miss C is unhappy with how Aviva Insurance Limited handled a claim made on her home insurance following an escape of water. Reference to Aviva includes its appointed agents and representatives. What happened Miss C had a home insurance policy with Aviva that cover... (8 pages)View decision -
Decision Reference DRN-4094577
14 Jul 2023 Bank of Scotland Plc UpheldInvestmentsDRN-4094577 The complaint Mr C complains that Bank of Scotland plc trading as Halifax failed to reply to a subject access request he made, and didn’t answer his questions about how staff were paid for advice he received. What happened In 2007 Mr C was advised by Halifax to invest £7,000 in... (4 pages)View decision -
Decision Reference DRN-4147356
14 Jul 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4147356 The complaint Mr S complains that Bank of Scotland plc trading as Halifax will not refund him the money he lost due to him falling victim to an investment scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detai... (4 pages)View decision -
Decision Reference DRN-4241078
14 Jul 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4241078 The complaint Mr G has complained about the level of service he received from ReAssure Limited over a prolonged period; he feels this resulted in him having to switch his pension to a new provider. Mr G said he is also unhappy with how ReAssure administered his pension transfer... (8 pages)View decision -
Decision Reference DRN-4242783
14 Jul 2023 esure Insurance Limited UpheldInsuranceDRN-4242783 The complaint Mr and Mrs P complain that esure Insurance Limited have poorly handled a subsidence claim made under their buildings insurance policy. Any reference to Mr P, Mrs P, and esure, includes any respective agents or representatives. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-4204669
14 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4204669 The complaint Mr N complains that HSBC UK Bank Plc switched his account from his existing third-party bank without his permission. What happened Mr N applied for a student account with HSBC in 2021 and during that application, asked for his account to be switched from his exist... (3 pages)View decision -
Decision Reference DRN-4218978
14 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4218978 The complaint Mrs M complains that HSBC UK Bank Plc lent to her irresponsibly. What happened Mrs M applied for a credit card. HSBC approved the application and gave Mrs M a card which had a 0% offer on balance transfers for a year. Mrs M made a balance transfer of £4500 in Febr... (3 pages)View decision -
Decision Reference DRN-4217441
14 Jul 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4217441 The complaint Mrs S complains that Casualty & General Insurance Company (Europe) Ltd (“Casualty & General”) has declined her claim for the costs of surgery for her pet dog. She wants Casualty & General to settle her claim in full. What happened Mrs S has owned a pet... (3 pages)View decision -
Decision Reference DRN-3472356
14 Jul 2023 Pensionhelp Limited UpheldPensions and AnnuitiesDRN-3472356 The complaint Mr C complains about the advice given by Pensionhelp Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes this has cau... (12 pages)View decision
