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 122183 results
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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 -
Decision Reference DRN-3961483
20 Feb 2023 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-3961483 The complaint Mr M has experienced a number of problems in his dealings with Home Retail Group Card Services Ltd trading as Argos Card Services (Argos). What happened Mr M has an Argos credit card and made his monthly payments to it using an app on his mobile phone. He received... (3 pages)View decision -
Decision Reference DRN-3886185
20 Feb 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3886185 The complaint Mr L complains that Barclays Bank UK PLC has wrongly increased the balance due on his mortgage after he ported it in April 2022. What happened Mr L had a mortgage with Barclays. He was selling his property and buying another one in April 2022 and porting over his ... (2 pages)View decision -
Decision Reference DRN-3975068
20 Feb 2023 Topaz Finance Limited UpheldMortgagesDRN-3975068 The complaint Ms M has complained about fees and charges applied to her mortgage account by Topaz Finance Limited trading as Heliodor Mortgages, and referred to here as Topaz. Ms M is also unhappy at the way Topaz has communicated with her. On 13 February 2023 I issued a decisi... (3 pages)View decision
