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 125299 results
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Decision Reference DRN-4025424
15 Mar 2023 Bank of Scotland Plc UpheldMortgagesDRN-4025424 The complaint This complaint is brought by Ms A and is about her mortgage account with Bank of Scotland plc trading as Halifax. The complaint is about the following issues: 1. incorrect information about taking a pandemic payment deferral in November 2020; 2. a branch manager t... (4 pages)View decision -
Decision Reference DRN-3954145
15 Mar 2023 AXA PPP Healthcare Limited UpheldInsuranceDRN-3954145 The complaint Mrs A complains that AXA PPP Healthcare Limited has turned down a claim she made on a personal private medical insurance policy and that it applied an exclusion to the contract. What happened The background to this complaint is well-known to both parties and there... (5 pages)View decision -
Decision Reference DRN-3781116
15 Mar 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3781116 The complaint Mrs A complains to Gallium Fund Solutions Limited about a bond issued by Basset & Gold Plc (“B&G Plc”). She feels, in brief, that she was mis-sold the bond as she was led to believe it was safe and offered the protection of the Financial Services Compensat... (5 pages)View decision -
Decision Reference DRN-3687247
15 Mar 2023 Argentis Financial Planning Ltd UpheldPensions and AnnuitiesDRN-3687247 The complaint Mr H complains that Argentis Financial Planning Limited unreasonably delayed the implementation of his requests for a lump sum withdrawal and change of investment strategy causing him a financial loss. What happened Mr H had been a client of a firm of financial ad... (6 pages)View decision -
Decision Reference DRN-3992706
15 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3992706 The complaint Mr and Mrs H complain about how AXA Insurance UK Plc settled a claim they made on their contents insurance policy following a burglary. Reference to AXA includes its agents. What happened Mr and Mrs H held a home insurance policy with AXA which provided cover for ... (3 pages)View decision -
Decision Reference DRN-3955696
15 Mar 2023 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-3955696 The complaint Mrs L complains about the way that CIGNA Life Insurance Company of Europe SA-NV handled a claim she made on a private medical insurance policy. What happened Mrs L was insured, by CIGNA, under a group private medical insurance policy. However, in March 2020, she t... (3 pages)View decision -
Decision Reference DRN-3889859
15 Mar 2023 N.I.I.B. Group Limited UpheldConsumer CreditDRN-3889859 The complaint Mr Q complains about the quality of a car he has been financing through an agreement with N.I.I.B. Group Limited, trading as Northridge Finance, (who I’ll call “Northridge”). What happened Mr Q took receipt of a used car in March 2020. He financed the deal through... (3 pages)View decision -
Decision Reference DRN-4003836
15 Mar 2023 Unum Ltd UpheldInsuranceDRN-4003836 The complaint Mrs M is unhappy with Unum Ltd’s decision to decline a claim she made under an income protection policy. What happened Mrs M had a group income protection policy through her employer. The policy had a deferred period of 26 weeks. After this point the policy said t... (5 pages)View decision -
Decision Reference DRN-3347029
15 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3347029 The complaint Mr B and Miss M, who are the partners in M, complain that HSBC UK Bank Plc closed M’s bank account. What happened M had an account with HSBC. In January 2020, HSBC contacted the partners of M, saying it needed them to update and confirm their business details. One... (4 pages)View decision -
Decision Reference DRN-3991838
15 Mar 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3991838 The complaint Mr and Ms B say Bank of Scotland plc, trading as Halifax, did not follow Ms B’s instructions to cancel a cheque. What happened Ms B gave a cheque for £1,250 to the vendor of a property she was buying on 31 August 2022. It was for fixtures and fittings she was buyi... (2 pages)View decision
