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 121262 results
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Decision Reference DRN-3798547
22 Nov 2022 Aviva Insurance Limited UpheldInsuranceDRN-3798547 The complaint B, a limited company, is unhappy with what Aviva Insurance Limited did after it made a claim on the ‘goods lifted’ extension to its engineering insurance policy. B is represented by its broker. What happened B had an engineering policy with Aviva which includes an... (7 pages)View decision -
Decision Reference DRN-3557514
22 Nov 2022 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-3557514 The complaint Mrs W is unhappy The National Farmers' Union Mutual Insurance Society Limited (NFU) didn’t provide cover for legal expenses she incurred when defending a claim a contractor brought against her. What happened Mrs W has home and lifestyle cover with NFU which i... (2 pages)View decision -
Decision Reference DRN-3763957
22 Nov 2022 Clarkewood Limited UpheldClaims ManagementDRN-3763957 The complaint Mrs O complains that Clarkewood Limited trading as Financial Justice (FJ) failed to pursue a mis-sold payment protection insurance (PPI) claim. What happened In 2018, Mrs O said that she’d instructed FJ to pursue mis-sold PPI claim(s) with her lenders, including h... (2 pages)View decision -
Decision Reference DRN-3718726
22 Nov 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3718726 The complaint Mr R complains that Bank of Scotland plc trading as Halifax (‘Halifax’) hasn’t written off a loan he took out during a scam. What happened Mr R says that on 17 March 2022 he received a call from someone who said they were from Halifax’s fraud department. Although ... (6 pages)View decision -
Decision Reference DRN-3702308
22 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3702308 The complaint Mrs H is unhappy with how HSBC UK Bank Plc trading as First Direct (First Direct) has handled her fraud claim. What happened In September 2021, Mrs H fell victim to two scams. The first scam happened on 14 September 2021 and involved a fraudulent email that appear... (4 pages)View decision -
Decision Reference DRN-3668884
21 Nov 2022 U K Insurance Limited UpheldInsuranceDRN-3668884 The complaint Miss P complains about U K Insurance Limited (“UKI”) for issues she experienced when she claimed for two escapes of water in her home. She wants UKI to increase the level of compensation it has offered her. What happened Miss P held home insurance with UKI. In Sum... (3 pages)View decision -
Decision Reference DRN-3767978
21 Nov 2022 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3767978 The complaint Mrs M complains about a five-year bond issued by Basset & Gold Plc (“B&G Plc”) she invested into. She says the bond was mis-sold to her, as through conversations with Bassett and Gold and via their literature, she was led to believe that she would be inves... (25 pages)View decision -
Decision Reference DRN-3818309
21 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3818309 The complaint Mr R complains that HSBC UK Bank Plc restricted and closed his account without notice. They also recorded negative information on his credit file and he’d like this removed. What happened Mr R had an account with HSBC. On 18 November 2020 HSBC restricted Mr R’s ac... (3 pages)View decision -
Decision Reference DRN-3818268
21 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3818268 The complaint Mr S is unhappy with the service he received from HSBC UK Bank Plc surrounding the reporting of fraudulent transactions on his mother’s account. What happened Mr S contacted HSBC as he’d noticed large transactions on his mother’s account – for whom he held a lasti... (3 pages)View decision -
Decision Reference DRN-3816790
21 Nov 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3816790 The complaint Mrs B complains through her representative that Loans 2 Go Limited irresponsibly lent her money on three high cost loans, on which she couldn’t afford the repayments. What happened Loans 2 Go provided Mrs B with the following loans: Date of loan Amount Repayment p... (4 pages)View decision
