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 121115 results
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Decision Reference DRN-3975517
20 Feb 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3975517 The complaint Mr F has complained about Santander UK Plc’s (“Santander”) handling of his request to see the personal information it holds about him – known as a Data Subject Access Request (“DSAR”). What happened Mr F complained to Santander in August 2019 that Santander had pr... (5 pages)View decision -
Decision Reference DRN-3924839
20 Feb 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-3924839 The complaint Mr and Mrs W complains that Shawbrook Bank Limited (“Shawbrook”) did not respond in full to a claim they made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say was misrepresented to them by its supplier. Mr a... (4 pages)View decision -
Decision Reference DRN-3942389
20 Feb 2023 Tradex Insurance Company Limited UpheldInsuranceDRN-3942389 The complaint Mr R1 and Mr R2 complain that the telematics box provided by Tradex Insurance Company Limited for their commercial motor insurance policy caused damage to their car, a taxi. They want compensation for the damage this caused and their consequent loss of earnings. M... (3 pages)View decision -
Decision Reference DRN-3871565
20 Feb 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3871565 The complaint Mrs S, on behalf of the estate of Mr S, complains that Lloyds Bank PLC cannot locate a refund that was sent to Mr S’s credit card account. What happened Ms H (Mr and Mrs S’s daughter) says a holiday company issued a refund to her late father’s credit card account ... (2 pages)View decision -
Decision Reference DRN-3885651
20 Feb 2023 Legal and General Assurance Society Limited UpheldInsuranceDRN-3885651 The complaint Mrs C has complained that Legal and General Assurance Society Limited (‘L&G’) has unfairly declined her claim. What happened Mrs C has a representative acting for her. All references to Mrs C include any submissions made by her representatives on her behalf. M... (4 pages)View decision -
Decision Reference DRN-3952103
20 Feb 2023 Haven Insurance Company Limited UpheldInsuranceDRN-3952103 The complaint Mr M complains about the settlement that Haven Insurance Company Limited paid him after a claim made on his commercial motor insurance policy. What happened Mr M’s van was damaged by fire and declared to be a total loss. Haven offered him £5,564 in settlement of ... (3 pages)View decision -
Decision Reference DRN-3905271
20 Feb 2023 Toyota Financial Services (UK) No. 2 Plc UpheldConsumer CreditDRN-3905271 The complaint Mr F complains that car he acquired through a Hire Purchase Agreement (HPA) with Toyota Financial Services (UK) No 2 PLC (TFS) wasn’t fit for purpose. He would like to reject the car and be compensated for loss of earnings as well as distress and inconvenience. W... (2 pages)View decision -
Decision Reference DRN-3773055
20 Feb 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-3773055 The complaint Mr P complains that ReAssure Limited has failed to deal with his request to transfer pension benefits to another provider in an efficient or timely manner. What happened Mr P holds pension savings with ReAssure. Those pension savings are held in a Personal Retirem... (4 pages)View decision -
Decision Reference DRN-3861429
20 Feb 2023 Rock Insurance Services Limited UpheldInsuranceDRN-3861429 The complaint Mr A and Mr F complain about the customer service they’ve received from Rock Insurance Services Limited. As Mr F brought the complaint to us, for ease of reading, I’ve referred mainly to him. What happened Mr F and Mr A took out an annual travel insurance policy t... (2 pages)View decision -
Decision Reference DRN-3971590
20 Feb 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3971590 The complaint Mr and Mrs R are unhappy HSBC UK Bank Plc failed to reply to their questions after declining their request for an increased overdraft facility. What happened In April 2022 Mr and Mrs R asked for a temporary increase to their overdraft limit. HSBC wrote declining t... (3 pages)View decision
