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-3649812
8 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3649812 The complaint Mrs and Mr R had a water leak at their home. They complain about the length of time it took Royal & Sun Alliance Insurance Limited (RSA) to deal with the claim on their home insurance. References to RSA Include other organisations and individuals acting on its... (2 pages)View decision -
Decision Reference DRN-3781564
8 Nov 2022 Advisory Insurance Brokers Limited UpheldInsuranceDRN-3781564 The complaint J complains that Towergate Underwriting Group Limited (“Towergate”) has mis-sold it a public liability insurance policy. Mr B brings the complaint on behalf of J. Any reference to J, Mr B, or Towergate includes any agents or representatives. What happened The back... (4 pages)View decision -
Decision Reference DRN-3722641
8 Nov 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3722641 The complaint Miss D and Mr S complain about poor service from Barclays Bank UK PLC when they applied to port their mortgage. They say they had to take out a mortgage with another lender. Miss D and Mr S ask that Barclays refunds the early repayment charge (ERC) and pays compen... (4 pages)View decision -
Decision Reference DRN-3721332
8 Nov 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3721332 The complaint Mrs T has complained about AXA Insurance UK Plc. She isn’t happy about the way it dealt with a claim under her home insurance policy including the poor service provided and general delays. For ease of reading any reference to AXA includes its agents. What happened... (3 pages)View decision -
Decision Reference DRN-3226128
8 Nov 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3226128 The complaint A company, that I’ll refer to as N, complains that Barclays Bank UK PLC delayed in opening a business bank account and this caused financial difficulties. Ms W, who is director of N, brings the complaint on N’s behalf. What happened In October 2020 Ms W applied fo... (2 pages)View decision -
Decision Reference DRN-3697335
8 Nov 2022 Got You Covered Limited UpheldInsuranceDRN-3697335 The complaint Mr C has complained about advice he was given by his broker, Got You Covered Limited (GYC), when taking out a motor insurance policy. All references to GYC include its agents. What happened In March 2021 Mr C went on a price comparison website to take out a motor... (4 pages)View decision -
Decision Reference DRN-3733408
8 Nov 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3733408 The complaint Miss A complains that Capital One (Europe) plc was irresponsible in its lending to her. What happened Miss A was provided with Capital One credit card in July 2015. The initial limit was £200. There was one credit limit increase in June 2016 to £450. Miss A says t... (3 pages)View decision -
Decision Reference DRN-3792396
8 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3792396 The complaint Mr S complains that HSBC UK Bank Plc closed his current account and his Gold card account with no notice and no justification. He also complains about a number of things that happened after this, which he considers are all consequences of HSBC’s mistake. What happ... (11 pages)View decision -
Decision Reference DRN-3786176
8 Nov 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3786176 The complaint Mr M complains that Transunion International UK Limited (TU) displayed information relating to a third party on his credit file and this stopped him from being able to progress with a mortgage application. What happened Mr M and his wife held a joint mortgage acco... (2 pages)View decision -
Decision Reference DRN-3763602
8 Nov 2022 New Wave Capital Limited UpheldBanking and PaymentsDRN-3763602 The complaint Mrs M complains that New Wave Capital Limited trading as Capital on Tap contacted her again about a debt she had no involvement with. What happened Mrs M explains that her name was used to take out credit fraudulently. And having contacted police that Capital on T... (2 pages)View decision
