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 120614 results
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Decision Reference DRN-3709475
22 Sep 2022 HSBC UK Bank Plc UpheldInvestmentsDRN-3709475 The complaint Mr M, a director of a company, which I will refer to as Z, complains on its behalf about the sale of the funds in its Select Investment Funds (SIF) Account by HSBC Bank Plc (HSBC) in December 2020. Mr M says he requested a transfer to a new provider and his repres... (6 pages)View decision -
Decision Reference DRN-3411456
22 Sep 2022 Specialist Motor Finance Limited UpheldConsumer CreditDRN-3411456 The complaint Miss T believes Specialist Motor Finance Limited (‘SMF’) acted irresponsibly by approving a hire purchase agreement she’d applied for. She’s also unhappy that the car they supplied to her was of an unsatisfactory quality. What happened On 26 September 2019, Miss T... (3 pages)View decision -
Decision Reference DRN-3410238
22 Sep 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3410238 The complaint Ms H and Mr S have complained that Casualty & General Insurance Company (Europe) Ltd unreasonably deducted varying sums from their claim for treatment of their dog under their pet policy. They’ve also complained that it increased their premium due to the breed... (4 pages)View decision -
Decision Reference DRN-3537797
22 Sep 2022 David Jameson Limited UpheldInvestmentsDRN-3537797 The complaint Mr and Mrs B, as trustees of the B Trust, complain that David Jameson Limited (DJL) gave them unsuitable advice to invest using a Discounted Gift Trust (DGT). What happened The background to this complaint is well known to both parties so I won’t repeat it in deta... (5 pages)View decision -
Decision Reference DRN-3697183
22 Sep 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3697183 The complaint Mr M has complained about the poor handling of a claim he made under his home and buildings insurance policy with Lloyds Bank General Insurance Limited. He’s also unhappy with the cash amount it paid to settle his claim. All reference to the insurer Lloyds in my d... (3 pages)View decision -
Decision Reference DRN-3642272
22 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3642272 The complaint Mr S complains that NewDay Ltd irresponsibly gave him a credit card he couldn’t afford to repay. What happened In September 2015, Mr S applied for a credit card with NewDay. He was given an initial credit limit of £250. The limit was increased to £900 in January 2... (2 pages)View decision -
Decision Reference DRN-3705956
22 Sep 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3705956 The complaint Mr C has complained that Shawbrook Bank Limited (“Shawbrook”) rejected his claim against it under section 75 of the Consumer Credit Act 1974 in relation to his purchase of some solar panels. Background Mr C bought solar panels for his home in November 2015. The pu... (3 pages)View decision -
Decision Reference DRN-3707952
22 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3707952 The complaint Mrs H says Bank of Scotland plc, trading as Halifax, treated her unfairly when she visited a branch to withdraw cash from her account. It’s the second time she’s complained about the member of staff in question. What happened Very briefly, in August 2021 while Mrs... (3 pages)View decision -
Decision Reference DRN-3699048
22 Sep 2022 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3699048 The complaint Mr G complains about a claim for water damage on his home insurance policy underwritten by Accredited Insurance (Europe) Ltd. His claim was declined many months after repair work had already been authorised and started. What happened Mr G suffered water damage fol... (3 pages)View decision -
Decision Reference DRN-3384225
22 Sep 2022 Society of Lloyd's UpheldInsuranceDRN-3384225 The complaint Mr B is unhappy that the Society of Lloyd’s (‘Lloyd’s’) declined a claim made on his income insurance policy. What happened Mr B had had the benefit of an income insurance policy which started in March 2020. In the event of a successful claim, the policy provides ... (3 pages)View decision
