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-4231192
7 Jul 2023 Unique Insurance Services Limited UpheldInsuranceDRN-4231192 The complaint Mr G complains his broker, Unique Insurance Services Limited (UISL), sold him a home insurance policy and didn’t subsequently notify him that it had been cancelled. What happened UISL sold Mr G a home insurance policy in November 2021. When Mr G tried to claim o... (2 pages)View decision -
Decision Reference DRN-4233581
7 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4233581 The complaint Mr F and Mrs F complain about how Aviva Insurance Limited have handled a flood claim on their home insurance policy. What happened Mr F and Mrs F have a home insurance policy with Aviva. Following a flood in July 2021, they claimed on their policy for the damage c... (3 pages)View decision -
Decision Reference DRN-3431598
7 Jul 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3431598 The complaint Mr H on behalf of ‘B’, a limited company, complains that Starling Bank Limited (‘Starling’) declined to refund money which he says B lost as a result of an email intercept scam. What happened The details of this complaint are well known to both parties, so I will ... (6 pages)View decision -
Decision Reference DRN-4209049
7 Jul 2023 Bank of Scotland Plc UpheldMortgagesDRN-4209049 The complaint Mr and Mrs B complain that Bank of Scotland plc trading as Halifax told them they could port their mortgage to a new property. But then when they asked to do so, they were refused. They told us they had to pay their mortgage off, which led to financial difficulty ... (3 pages)View decision -
Decision Reference DRN-4225694
7 Jul 2023 Blemain Finance Limited UpheldMortgagesDRN-4225694 The complaint Mr and Mrs S complain about their second charge mortgage (secured loan) with Blemain Finance Limited trading as Together. They’re unhappy that their mortgage balance has increased and think Together isn’t treating them fairly in threatening repossession. And they ... (10 pages)View decision -
Decision Reference DRN-4233367
7 Jul 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4233367 The complaint Mr G has complained about Mulsanne Insurance Company Limited’s referral of him to an Accident Management Company (AMC) after he was involved in a car accident. Any reference to Mulsanne in this decision includes the actions of Mr G’s broker where the broker is act... (4 pages)View decision -
Decision Reference DRN-4053598
7 Jul 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4053598 The complaint Mr M is unhappy that Metro Bank PLC won't refund money he lost as a result of a scam. What happened On 27 February 2023, I issued my provisional decision on this complaint. I wanted to give both sides the opportunity to present any further evidence and argume... (10 pages)View decision -
Decision Reference DRN-4095257
7 Jul 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4095257 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money had issues when he tried to open a savings account, meaning he lost out on interest. What happened In around June 2022, Mr B applied online for a Virgin Money M Plus savings account. However, due to ... (3 pages)View decision -
Decision Reference DRN-4227274
7 Jul 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4227274 The complaint A partnership which I’ll call H complains that National Westminster Bank Plc (NatWest)’s systems prevented them applying for the ‘Pay As You Grow’ options under the Bounce Back Loan Scheme. H also complains that the bank closed their account without reason and too... (6 pages)View decision -
Decision Reference DRN-4227394
7 Jul 2023 Triodos Bank UK Limited UpheldBanking and PaymentsDRN-4227394 The complaint A charity which I’ll call ‘R’ complains that Triodos Bank UK Limited treated them unfairly when it blocked their account. The complaint is brought on R’s behalf by their director, Ms W. What happened R told us: Their current account was held with Triodos and in F... (6 pages)View decision