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-3672281
14 Nov 2022 Amtrust Europe Limited UpheldInsuranceDRN-3672281 The complaint Mr B complains about Amtrust Europe Limited’s handling of a legal expenses’ insurance claim. References to Amtrust include actions of its agent who handled the claim. What happened Mr B held legal expenses cover through a home insurance policy from around Februar... (2 pages)View decision -
Decision Reference DRN-3804436
14 Nov 2022 Aviva Insurance Limited UpheldInsuranceDRN-3804436 The complaint Mr E is unhappy with Aviva Insurance Limited’s handling of a subsidence claim made under his home insurance policy. All references to Aviva include its appointed agents What happened Aviva has been dealing with a subsidence claim raised by Mr E under his home insu... (7 pages)View decision -
Decision Reference DRN-3716975
14 Nov 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3716975 The complaint Mr S is unhappy that Bank of Scotland plc trading as Halifax (Halifax) removed funds from his account as a result of a fraud investigation and left blocks on his account for over a year. Mr S’s complaint was brought by a representative. As the account is held in M... (3 pages)View decision -
Decision Reference DRN-3766417
14 Nov 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3766417 The complaint Ms S complains that Liverpool Victoria Insurance Company Limited (LV) caused delays in a claim on her motor insurance policy. She wants her policy excess refunded. What happened Ms S was involved in a collision with a lorry that didn’t stop at the scene and so Ms ... (2 pages)View decision -
Decision Reference DRN-3717163
14 Nov 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3717163 The complaint Mr S is unhappy that Bank of Scotland plc trading as Halifax (Halifax) removed funds from his account after receiving a fraud claim. Mr S’s complaint was brought by a representative. As the account is held in Mr S’s name, I’ll refer to Mr S throughout the decision... (3 pages)View decision -
Decision Reference DRN-3561559
14 Nov 2022 National Westminster Bank Plc UpheldMortgagesDRN-3561559 The complaint Ms J complains that National Westminster Bank Plc changed the contact details on her buy to let mortgage in response to a request from a fraudster, which led to a series of debts being taken out in her name without her knowledge. What happened Ms J has a buy to le... (3 pages)View decision -
Decision Reference DRN-3804069
14 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3804069 The complaint Mr L is unhappy with the way Royal & Sun Alliance Insurance Limited (RSA) dealt with his claim under his home emergency policy. What happened In February 2022 Mr L contacted RSA to report that his boiler had broken down. RSA arranged for their agents to deal w... (3 pages)View decision -
Decision Reference DRN-3717141
14 Nov 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3717141 The complaint Mr S is unhappy that Bank of Scotland plc trading as Halifax (Halifax) took money out of his account following a fraud investigation. Mr S’s complaint was brought by a representative. As the account is held in Mr S’s name, I’ll refer to him throughout the decision... (3 pages)View decision -
Decision Reference DRN-3750817
14 Nov 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3750817 The complaint Mr S complains about the administration of his personal pension by ReAssure Limited. What happened In 2020 the responsibility for administering Mr S’s pension was transferred from Legal & General (L&G) to ReAssure. Mr S called ReAssure about his pension at... (3 pages)View decision -
Decision Reference DRN-3027690
14 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3027690 The complaint Mr M complains that HSBC UK Bank Plc lent to him irresponsibly on a credit card. What happened In January 2018 Mr M applied for a credit card and bank account with HSBC. Based on the checks it completed the bank offered a credit limit of £3,000 on the card, and an... (3 pages)View decision
