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 121262 results
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Decision Reference DRN-3757513
4 Nov 2022 Gresham Insurance Company Limited UpheldInsuranceDRN-3757513 The complaint Mr X complains about the actions of Gresham Insurance Company Limited after he made an accidental damage claim under his home insurance policy. References to Gresham include its agents. What happened In early 2022, Mr X made a claim under his home insurance (conte... (2 pages)View decision -
Decision Reference DRN-3761751
4 Nov 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3761751 The complaint Mr B complains that Bank of Scotland plc trading as Halifax declined his cash withdrawal request in branch. What happened In October 2021 Mr B visited a branch of Halifax to withdraw £4,200 in cash before travelling abroad the following day. But whilst Mr B had hi... (2 pages)View decision -
Decision Reference DRN-3780414
4 Nov 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-3780414 The complaint Mr P complains that he has lost out financially due to failings by The Prudential Assurance Company Limited (Prudential). In particular, he says it failed to promptly process the instruction it received from his Independent Financial Adviser (IFA) to fully crystal... (5 pages)View decision -
Decision Reference DRN-3766407
4 Nov 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3766407 The complaint Mr N complains about the repairs that Admiral Insurance Company Limited made to his car’s windscreen following a claim made on his motor insurance policy. He wants it to reimburse his costs and compensate him for the time he couldn’t use his car. What happened Mr ... (2 pages)View decision -
Decision Reference DRN-3787041
4 Nov 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3787041 The complaint Miss G complains about the actions of Bank of Scotland plc trading as Halifax, in relation to cheque payments she made from her current account. What happened I previously issued a provisional decision on this case. It was my intention to come to a different outco... (4 pages)View decision -
Decision Reference DRN-3758660
4 Nov 2022 Topaz Finance Limited UpheldBanking and PaymentsDRN-3758660 The complaint This complaint is about delays N says it experienced when it asked Topaz Finance Limited, trading as Rosinca Mortgages (“Rosinca Mortgages”) to approve an agreement it had made with developers in relation to Right of Light. What happened On 15 November 2021, N con... (3 pages)View decision -
Decision Reference DRN-3774999
4 Nov 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3774999 The complaint Miss O is complaining that Clydesdale Bank Plc (t/a Virgin Money) hasn’t refunded an amount she paid on her Virgin credit card to rent a villa. What happened In June 2019 Miss O paid to rent a villa on a Spanish island through an online property rental company – w... (3 pages)View decision -
Decision Reference DRN-3722313
4 Nov 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3722313 The complaint Miss T complains that Everyday Lending Limited trading as Everyday Loans (Everyday) irresponsibly lent her money on a high cost loan which she couldn’t afford the repayments for. What happened Everyday provided a loan to Miss T on 13 February 2017, of £3,000 repay... (4 pages)View decision -
Decision Reference DRN-3748690
4 Nov 2022 esure Insurance Limited UpheldInsuranceDRN-3748690 The complaint Mr T complains about the settlement payment esure Insurance Limited (esure) offered him following the total loss of his car, under his motor insurance policy. What happened Mr T was involved in a car accident. He made a claim to esure and it arranged for the damag... (3 pages)View decision -
Decision Reference DRN-3745316
4 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3745316 The complaint Mr H complains that NewDay Ltd trading as Marbles lent to him on his marbles and Aqua cards irresponsibly. What happened Mr H had two cards from NewDay, a marbles card (agreed in October 2016) and an Aqua card (agreed in September 2013). For simplicity, I will ref... (6 pages)View decision
