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 128535 results
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Decision Reference DRN-4323772
30 Aug 2023 National Savings and Investments UpheldInvestmentsDRN-4323772 The complaint Mr H complained about what happened when National Savings and Investments (‘NS&I’) realised it had paid him prize money on bonds that NS&I later deemed ineligible to win prizes and restricted his access on another account until he agreed to allow the prize... (6 pages)View decision -
Decision Reference DRN-4275758
30 Aug 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4275758 The complaint Mr S and Miss W have complained about the handling of a claim under their home buildings insurance policy with Accredited Insurance (Europe) Ltd (“AIE”). AIE are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the a... (4 pages)View decision -
Decision Reference DRN-4288904
30 Aug 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4288904 The complaint Mrs K complains about the settlement she received from Accredited Insurance (Europe) Ltd (“AI”) under her motor insurance policy after her car was written off following an accident. She was also unhappy with the way the claim and the repairs were handled. What hap... (3 pages)View decision -
Decision Reference DRN-4026859
30 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsThe complaint B, a limited company complains that HSBC UK Ban k Plc unfairly closed its bank accounts, which caused financial problems. B’s complaint has been brought to our service by its director, C. What happened B had two business accounts with HSBC – a GBP account and USD currency acc... (4 pages)View decision -
Decision Reference DRN-4264160
30 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4264160 The complaint Mr V complains that Creation Financial Services Limited unfairly closed his credit card account, which meant he missed out of the rewards associated with the account. What happened Mr V had a credit card with Creation, that conferred various awards such as reward ... (2 pages)View decision -
Decision Reference DRN-4322210
30 Aug 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4322210 The complaint Mr B has complained about Skyfire Insurance Company Limited. He isn’t happy about the way it cancelled his motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows. Mr B was stopped by the p... (4 pages)View decision -
Decision Reference DRN-4273033
30 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4273033 The complaint Mr T complains that Monzo Bank Ltd won’t refund money he lost as a result of a scam. What happened Mr T was looking to purchase a vehicle. He found an apparently suitable one on the marketplace of a well-known social media website. He contacted the seller. It sai... (4 pages)View decision -
Decision Reference DRN-4314371
30 Aug 2023 Leeds Building Society UpheldMortgagesDRN-4314371 The complaint Mr D complains about the mismanagement of his mortgage accounts by Leeds Building Society. When Mr D paid off Part 2 of his mortgage account. Leeds increased the contractual monthly payments (“CMP”) for Part 1.Mr D says that the mortgage was subject to an annual r... (3 pages)View decision -
Decision Reference DRN-4284851
30 Aug 2023 National Westminster Bank Plc UpheldMortgagesDRN-4284851 The complaint Mr S has complained that he’s been unable to get a new preferential interest rate product on his mortgage that he holds with National Westminster Bank Plc. Mr S holds this mortgage jointly with his former partner. His former partner told NatWest that he doesn’t ag... (3 pages)View decision -
Decision Reference DRN-4298124
30 Aug 2023 ManyPets Ltd UpheldInsuranceDRN-4298124 The complaint Mrs V is unhappy ManyPets Ltd didn’t send her vouchers she was entitled to following the renewal of her pet insurance policy in December 2022. What happened Mrs V renewed her policy with ManyPets in December 2022. I understand as a reward for renewing she should h... (2 pages)View decision