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-3922882
18 Feb 2023 Lloyds Bank PLC UpheldInsuranceDRN-3922882 The complaint Mr W complains that Lloyds Bank PLC did not fairly compensate him a Personal Income Insurance (‘PII’) policy was mis-sold to him. What happened Mr W complained to Lloyds about the sale of the PII policy. Lloyds accepted it had been mis- sold and offered to compens... (3 pages)View decision -
Decision Reference DRN-3959365
17 Feb 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3959365 The complaint Mr D complains that Clydesdale Bank Plc trading as Virgin Money unfairly defaulted his credit card account. What happened In 2020, Mr D was severely impacted by Covid-19. His work was affected, and he was struggling financially. Also, he had a serious health condi... (6 pages)View decision -
Decision Reference DRN-3974549
17 Feb 2023 Secure Trust Bank Plc UpheldConsumer CreditDRN-3974549 The complaint Mrs H complains about the quality of a car that was supplied to her under a hire purchase agreement with Secure Trust Bank PLC, trading as Moneyway. What happened In November 2021 Mrs H took out a hire purchase agreement with Moneyway for a used car. The car was f... (7 pages)View decision -
Decision Reference DRN-3870183
17 Feb 2023 Bank of Scotland Plc UpheldMortgagesDRN-3870183 The complaint Mr M1, and his brother Mr M2, complain that Bank of Scotland plc trading as Halifax has not honoured a mortgage interest rate they were told in a telephone call. What happened On 16 March 2021, Mr M1 telephoned Halifax to enquire about what interest rate he and Mr... (3 pages)View decision -
Decision Reference DRN-3874789
17 Feb 2023 Aviva Insurance Limited UpheldInsuranceDRN-3874789 The complaint Mr and Mrs I are unhappy with the assistance they received from Aviva Insurance Limited when they claimed on their travel insurance policy. What happened Mr and Mrs I were on holiday when Mrs I sustained serious injuries to her wrist and ankle. She needed to be re... (3 pages)View decision -
Decision Reference DRN-3940166
17 Feb 2023 Admiral Insurance Company Limited UpheldInsuranceDRN-3940166 The complaint Mrs H and Mr H complain that Admiral Insurance Company Limited won’t carry out all the repairs to their car following a claim made on their motor insurance policy. They are also unhappy that they were given incorrect information about their courtesy car entitlemen... (2 pages)View decision -
Decision Reference DRN-3710798
17 Feb 2023 Society of Lloyd's UpheldInsuranceDRN-3710798 The complaint Mr D and Ms R complained about Society of Lloyd's. They aren’t happy about the way it settled a claim under their home insurance policy. For ease of reading any reference to Lloyd’s includes the actions of its agents which it is responsible for. What happened... (2 pages)View decision -
Decision Reference DRN-3651522
17 Feb 2023 Vitality Health Limited UpheldInsuranceDRN-3651522 The complaint Miss H is unhappy Vitality Health Limited declined cover for treatment under her private medical insurance policy. What happened In September 2019 Miss H was diagnosed with severe PMT (Pre-Menstrual Tension) by her consultant. Over the next two years they exhauste... (3 pages)View decision -
Decision Reference DRN-3937594
17 Feb 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3937594 The complaint Miss W has complained about the way in which Lloyds Bank General Insurance Limited (‘Lloyds’) handled her claim under her home insurance policy following water damage to her home. For the avoidance of doubt, the term ‘Lloyds’ includes its agents, claims consultant... (6 pages)View decision -
Decision Reference DRN-3786661
17 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3786661 The complaint Mr I complains that Monzo Bank Ltd (Monzo) won’t refund all the money he lost to an authorised push payment (APP) scam. What happened The details of this complaint are well known to both parties. So rather than repeat them all again here, I’ll briefly summarise th... (2 pages)View decision
