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 128312 results
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Decision Reference DRN-4195494
11 Jul 2023 Target Servicing Limited UpheldMortgagesDRN-4195494 The complaint Miss G complains about how Target Servicing Limited has dealt with her request for a form to be completed in order that she can apply for Support for Mortgage Interest. What happened Miss G bought her property in 2019 with the assistance of a help to buy loan. Hel... (4 pages)View decision -
Decision Reference DRN-4197226
11 Jul 2023 British Gas Insurance Limited UpheldInsuranceDRN-4197226 The complaint Mrs C complains that British Gas Insurance Plc failed to deal with an emergency electrical repair and she had to engage her own contractor and pay for the repair . What happened Mrs C holds a home emergency policy with British Gas which includes home electrical c... (3 pages)View decision -
Decision Reference DRN-4209915
11 Jul 2023 The On-Line Partnership Limited UpheldPensions and AnnuitiesDRN-4209915 The complaint Mr P complains that The On-Line Partnership Limited (On-Line) gave him unsuitable advice to transfer deferred defined benefits in an occupational pension scheme (DBOPS) into a personal pension plan (PPP). Causing him to suffer the loss of valuable guaranteed retir... (7 pages)View decision -
Decision Reference DRN-4163098
11 Jul 2023 Covea Insurance plc UpheldInsuranceDRN-4163098 The complaint Mrs S has complained that Covea Insurance plc unfairly declined a claim on her pet insurance policy. What happened Mrs S first took out a pet insurance policy for her dog with Covea in March 2015. She made a claim under the policy to repair a ruptured cruciate lig... (3 pages)View decision -
Decision Reference DRN-4237790
11 Jul 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4237790 The complaint A company I’ll refer to as N complains that National Westminster Bank PLC (NatWest) set up the wrong type of account for it, which caused it to have to open a new account and update many of its service users. To put things right, N wants NatWest to pay £4,169.98, ... (4 pages)View decision -
Decision Reference DRN-4170209
11 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4170209 The complaint Mr M complains Aviva Insurance Limited (Aviva) did not offer a fair market value for his car after it was stolen. He further complains about the level of service received after he made his claim on his motor insurance policy. What happened In May 2022 Mr M had his... (3 pages)View decision -
Decision Reference DRN-4237751
11 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4237751 The complaint Mr and Mrs L complain that HSBC UK Bank plc (‘HSBC) won’t refund the money they lost in a scam. What happened Mr and Mrs L are represented in this case but for ease I’ll mainly refer to Mr L throughout this decision, as he is the one who was involved in the scam. ... (4 pages)View decision -
Decision Reference DRN-3984727
10 Jul 2023 Loyal Insurance Services Ltd UpheldInsuranceDRN-3984727 The complaint Miss S complains about Loyal Insurance Services Ltd trading as insurance2go (“Loyal”) for failing to let her know that her insurance policy had not renewed. She wants Loyal to honour her claim. What happened Miss S purchased mobile phone insurance from Loyal in 20... (3 pages)View decision -
Decision Reference DRN-4127099
10 Jul 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4127099 The complaint Mr M complains that TSB Bank plc failed to complete an international payment and returned the funds to him after two weeks. What happened Mr M asked TSB make an international payment, but the funds didn’t reach the intended account and were returned to Mr M’s acco... (2 pages)View decision -
Decision Reference DRN-4236728
10 Jul 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4236728 The complaint Mr H complains about some maintenance work he arranged to be carried out on his house, which he paid for using his credit card with Tesco Personal Finance PLC trading as Tesco Bank. What happened Mr H owns a house, which he makes available for people to rent. In M... (4 pages)View decision