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-3971173
16 Feb 2023 Building Block Insurance PCC Ltd UpheldInsuranceDRN-3971173 The complaint Mrs W complains that Building Block Insurance PCC Ltd voided her pet insurance policies and wouldn’t pay her claims. My references to Building Block include its agents. What happened Mrs W took out a pet insurance policy online for her dog, insured by Building Blo... (6 pages)View decision -
Decision Reference DRN-3959397
16 Feb 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3959397 The complaint Miss B and Mrs B have complained about the service provided by Lloyds Bank General Insurance Limited (‘Lloyds’) following a claim for water damage under their home insurance policy. For the avoidance of doubt, ‘Lloyds’ includes its representatives, loss adjusters ... (5 pages)View decision -
Decision Reference DRN-3963036
16 Feb 2023 QIC Europe Ltd UpheldInsuranceDRN-3963036 The complaint Mr D is unhappy that QIC Europe Ltd has delayed and declined his water damage claim under his home insurance policy. What happened Mr D made a claim after finding a leak coming from a radiator. QIC arranged for a surveyor to inspect and validate the claim. The cla... (5 pages)View decision -
Decision Reference DRN-3969071
16 Feb 2023 Highway Insurance Company Limited UpheldInsuranceDRN-3969071 The complaint Mr S says when he claimed on his van insurance policy with Highway Insurance Company Limited the repairs to the van weren’t acceptable. He also says the long delays in the process led to great inconvenience and upset for him and his family. What happened Mr S told... (3 pages)View decision -
Decision Reference DRN-3921259
16 Feb 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3921259 The complaint Mr R complains that Advantage Insurance Company Limited mishandled a claim on a motor insurance policy. What happened For the year from late July 2021, Mr R had a vehicle insured on a comprehensive policy with Advantage. Unfortunately, in mid-September 2021, he re... (3 pages)View decision -
Decision Reference DRN-3971453
16 Feb 2023 HSBC UK Bank Plc UpheldMortgagesDRN-3971453 The complaint Mr U is unhappy with how HSBC UK Bank Plc (“HSBC”) handled his request to port his mortgage and apply for a new fixed rate. What happened Mr U held a two-year fixed rate repayment mortgage with HSBC. It had an interest rate of 1.89% which was due to end on 31 May ... (5 pages)View decision -
Decision Reference DRN-3890297
16 Feb 2023 NewDay Ltd UpheldConsumer CreditDRN-3890297 The complaint Mr D complains about a default recorded on his credit file by NewDay Ltd trading as Aqua. What happened Mr D had a credit card with Aqua that fell into arrears. On 29 September 2017 Aqua sent Mr D a Default Notice that said he had until 21 October 2017 to clear t... (2 pages)View decision -
Decision Reference DRN-3955105
16 Feb 2023 Brightside Insurance Services Limited UpheldInsuranceDRN-3955105 The complaint On behalf of firm O, its director Mr O says Brightside Insurance Services Limited renewed a van insurance policy in error and provided poor service overall. What happened In 2022 Mr O decided not to allow the automatic renewal of the insurance cover for firm O’s v... (2 pages)View decision -
Decision Reference DRN-3927633
16 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3927633 The complaint Mr H, Mrs H and Mr H are business partners, trading as H. They complain that Barclays Bank UK PLC changed the interest rate on their business loan before it was drawn down without making sufficient effort to notify them. What happened The circumstances of this com... (5 pages)View decision -
Decision Reference DRN-3968844
16 Feb 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3968844 The complaint Mr B complains about the way Clydesdale Bank Plc trading as Virgin Money (‘CB’) handled a claim he made in respect of a purchase on his credit card. What happened Mr B bought theme park tickets using his CB credit card from a travel agent (‘the supplier’) for use ... (4 pages)View decision
