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 125363 results
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Decision Reference DRN-3672471
14 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3672471 The complaint Mr B complains that HSBC UK Bank Plc has incorrectly spelled his name when reporting his accounts to the credit referencing agencies (“CRAs”). What happened Mr B says that HSBC has been incorrectly reporting his name to CRAs, and this has caused his financial deta... (3 pages)View decision -
Decision Reference DRN-3943281
14 Mar 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3943281 The complaint Ms V complains that Nationwide Building Society provided poor customer service after her credit card was compromised. What happened On 6 September 2022, Ms V’s credit card was declined while she was at the airport trying to make a hotel reservation. She called Nat... (3 pages)View decision -
Decision Reference DRN-4021805
14 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4021805 The complaint Mrs M has complained about the poor workmanship of contractors supplied by her insurer Royal & Sun Alliance Insurance Limited trading as More Than (RSA). What happened Mrs M reported a crack in a window pane of her conservatory to her insurer RSA. RSA said it ... (3 pages)View decision -
Decision Reference DRN-4013790
14 Mar 2023 Legal & General (Unit Trust Managers) Limited UpheldInvestmentsDRN-4013790 The complaint Mrs H complained that Legal & General (Unit Trust Managers) Limited (Legal & General) had paid her insufficient redress in respect of its admitted errors and felt she was still owed a further payment in respect of interest. To put things right, Mrs H wante... (5 pages)View decision -
Decision Reference DRN-4021228
14 Mar 2023 Arch Insurance (UK) Limited UpheldInsuranceDRN-4021228 The complaint Mr H and Mr J, directors of M, complain about the poor service and delays M received from Arch Insurance (UK) Limited (Arch) in respect of a claim for damage to its property. I have just referred to Mr H throughout. What happened I set out the background to the c... (4 pages)View decision -
Decision Reference DRN-4019573
14 Mar 2023 U K Insurance Limited UpheldInsuranceDRN-4019573 The complaint G has complained that UK Insurance Limited (UKI) have turned down its claim under a Motor Trade insurance policy. Mr B, who is a director of G, has brought the complaint on behalf of G. What happened A person posing as a customer stole a car belonging to G from th... (6 pages)View decision -
Decision Reference DRN-4021791
14 Mar 2023 Ageas Insurance Limited UpheldInsuranceDRN-4021791 The complaint Mr and Mrs W complain about Ageas Insurance Limited’s handling of their building’s insurance claim. Mr and Mrs W are being represented by Mrs W2 but I shall refer to Mr and Mrs W below for ease. All references to Ageas also include its appointed agents. What happe... (3 pages)View decision -
Decision Reference DRN-3931641
14 Mar 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3931641 Complaint Ms D’s complaint is about a credit card payment protection insurance (PPI) policy that remained in place after Ms D ceased to be employed. She would like Lloyds Bank General Insurance Limited (“Lloyds”) to refund the premiums she paid for the period it was the insurer... (3 pages)View decision -
Decision Reference DRN-4013945
14 Mar 2023 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-4013945 The complaint Mr W has complained that Bank of Ireland (UK) Plc (BOI) failed to issue him a new Physical Security Key (PSK) on several occasions causing a delay in him making an important payment. What happened The details of the complaint are well known to both parties, so I w... (2 pages)View decision -
Decision Reference DRN-3954606
14 Mar 2023 Aviva Insurance Limited UpheldInsuranceDRN-3954606 The complaint Mr O is unhappy with Aviva Insurance Limited’s decision to only pay part of his claim. What happened Mr O has travel insurance with Aviva through his packaged bank account. He travelled to Nigeria on 23 June 2022 and returned to the UK on 12 July. He didn’t travel... (3 pages)View decision
