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 119923 results
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Decision Reference DRN-3765296
15 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3765296 The complaint Mrs C complains about how QIC Europe Ltd (QIC) dealt with a claim under her home insurance policy for accidental damage to her property. QIC use agents to administer the policy and to assess claims. Reference to QIC includes these agents. What happened In May 2022... (4 pages)View decision -
Decision Reference DRN-3752148
15 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3752148 The complaint Mrs R complains Santander UK Plc caused significant distress and inconvenience when it stopped her online shopping for no good reason, made worse by how it handled the issue. What happened Mr and Mrs R had a joint account with Santander, and a credit card issued b... (2 pages)View decision -
Decision Reference DRN-3824642
15 Dec 2022 Mulsanne Insurance Company Limited UpheldInsuranceDRN-3824642 The complaint Mr S has complained about the way Mulsanne Insurance Company Limited (Mulsanne) handled his claim following an accident. What happened In June 2022, Mr S’ wife, a named driver on the insurance policy, was involved in a road traffic accident. Mulsanne’s agent was n... (2 pages)View decision -
Decision Reference DRN-3810944
15 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3810944 The complaint Mr S complains that a branch of Lloyds Bank PLC, from which he’d pre-booked a large cash withdrawal, closed early. This meant Mr S didn’t receive the cash when he needed it. What happened Mr S has a current account with Lloyds. On 10 May 2022, Mr S visited his loc... (3 pages)View decision -
Decision Reference DRN-3854454
14 Dec 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3854454 The complaint Miss S has complained about the way Admiral Insurance (Gibraltar) Limited handled a claim against her by a third party’s insurance company, who I’ll refer to as D. I’ve changed the business this complaint is about to Admiral Insurance (Gibraltar) Limited. This is ... (4 pages)View decision -
Decision Reference DRN-3859444
14 Dec 2022 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-3859444 The complaint Mr P complains that Embark Investment Services Limited (Embark) mis-administered his pension transfer request, causing financial losses and distress and inconvenience. He wants the losses re-imbursing and compensation for the inconvenience. What happened Mr P’s SI... (10 pages)View decision -
Decision Reference DRN-3734457
14 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3734457 The complaint Mr D complains HSBC UK Bank Plc won’t reimburse £5,000 he lost when he fell victim to an investment trading scam. He was led to believe he was investing in and trading with Bitcoin. This payment was a final payment to pay for close out costs to enable a withdrawal... (2 pages)View decision -
Decision Reference DRN-3859316
14 Dec 2022 Funding Circle Ltd UpheldConsumer CreditDRN-3859316 The complaint U, a limited company, complains about information supplied by Funding Circle Ltd in the course of its administration of a peer-to-peer loan. U is represented by a director, Ms J, though for ease of reading I shall refer to her actions as those of U. What happened ... (3 pages)View decision -
Decision Reference DRN-3798714
14 Dec 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3798714 The complaint Mr J is unhappy with how Bank of Scotland plc, trading as Halifax, managed his switching application for a reward account and its subsequent actions. What happened Mr J’s application for a reward account was declined. He was given conflicting information as to why... (3 pages)View decision -
Decision Reference DRN-3840886
14 Dec 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3840886 The complaint Mr M complains The Royal Bank of Scotland Plc (RBS) unfairly blocked his account. He says he missed important payments and couldn’t access his benefits. He also says that when they closed his account they used the balance in the account to offset a personal loan h... (3 pages)View decision
