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 125400 results
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Decision Reference DRN-4037836
22 Mar 2023 TSB Bank plc UpheldMortgagesDRN-4037836 The complaint Mr W and Mrs S complain that TSB Bank plc (“TSB”) withdrew a mortgage offer and made an entry about them on the National Hunter database in connection with a joint mortgage application. What happened Mr W and Mrs S applied for an interest only mortgage with TSB in... (3 pages)View decision -
Decision Reference DRN-4025796
22 Mar 2023 U K Insurance Limited UpheldInsuranceDRN-4025796 The complaint Mr D complains about U K Insurance Limited (UKI)’s handling of the renewal of his car insurance policy. All references to UKI also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them agai... (2 pages)View decision -
Decision Reference DRN-4018146
22 Mar 2023 QIC Europe Ltd UpheldInsuranceDRN-4018146 The complaint Mr L has complained about his let property insurer QIC Europe Ltd in reference to the settlement it has offered to him for his fire damage claim. What happened Mr L’s property suffered a fire in April 2020. He made a claim and QIC began investigating it. It had so... (7 pages)View decision -
Decision Reference DRN-3974143
22 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3974143 The complaint Miss B has complained that Royal & Sun Alliance Insurance Limited (‘RSA’) declined a claim for storm damage under her home insurance policy. For the avoidance of doubt, the term ‘RSA’ includes reference to its agents and representatives. What happened Miss B’s... (4 pages)View decision -
Decision Reference DRN-4015475
22 Mar 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4015475 The complaint Mr M, through his representative, complains that Everyday Lending Limited, trading as Everyday Loans, lent to him irresponsibly. What happened Mr M was approved for one loan on 20 January 2020 which was for £3,100 over 18 months at £267.42 each month. That meant t... (4 pages)View decision -
Decision Reference DRN-4040527
22 Mar 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4040527 The complaint Mr W complains about Santander UK Plc’s actions when reviewing and subsequently closing his personal and business account. Mr W is also unhappy about the delay in receiving the money held in his personal account. What happened Mr W held two accounts – one for pers... (4 pages)View decision -
Decision Reference DRN-4036582
22 Mar 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4036582 The complaint Mr M is unhappy how Clydesdale Bank Plc trading as Virgin Money (Virgin Money) handled his request for help to recover money he’d paid for services he was unable to use due to the Covid-19 pandemic. What happened Mr M was due to fly abroad with his family in April... (5 pages)View decision -
Decision Reference DRN-3026139
22 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3026139 The complaint Mr H complains that an unregulated business called Commercial Land and Property Brokers (CL&P) introduced him to Options UK Personal Pensions LLP, (‘Options’, which was trading as Carey Pensions UK LLP at the time of the relevant events) and gave him advice an... (30 pages)View decision -
Decision Reference DRN-4040194
22 Mar 2023 One Call Insurance Services Limited UpheldInsuranceDRN-4040194 The complaint Mrs C is unhappy she’s been charged by One Call Insurance Services Limited (One Call) after she tried to cancel her insurance policy renewal. What happened Mrs C was insured via One Call insurance for a number of years for her landlord’s property insurance. The po... (4 pages)View decision -
Decision Reference DRN-3683641
22 Mar 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3683641 The complaint Mr O is unhappy that Bank of Scotland plc trading as Halifax (‘Bank of Scotland’) won’t refund the remaining money he lost after he fell victim to an Authorised Push Payment (APP scam). What happened On 7 March 2023 I issued my provisional decision on this complai... (6 pages)View decision
