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 121876 results
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Decision Reference DRN-3348014
24 Oct 2022 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3348014 The complaint Mrs H complaint is about the service provided by The Co-operative Bank Plc when dealing with her international transfer. The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my reasons for my... (2 pages)View decision -
Decision Reference DRN-3769948
24 Oct 2022 Bank of Scotland Plc UpheldMortgagesDRN-3769948 The complaint Mr and Mrs M complained about how Bank of Scotland plc (trading as Halifax) handled their request for a Covid-19 payment deferral on their mortgage account in April 2020. They’re unhappy with how Halifax has reported adverse information to the credit reference age... (8 pages)View decision -
Decision Reference DRN-3732446
24 Oct 2022 QIC Europe Ltd UpheldInsuranceDRN-3732446 The complaint Mr and Mrs W complain about QIC Europe Limited (QIC) who declined their claim under their home insurance policy. What happened Following a named storm, Mr and Mrs W contacted QIC as there was damage to their roof. Prior to the surveyor’s arrival, they carried out ... (4 pages)View decision -
Decision Reference DRN-3770223
24 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3770223 The complaint Ms P complains British Gas Insurance Limited (British Gas) incorrectly cancelled her home emergency insurance policy and declined to settle her claim after a leak. What happened Ms P had a home emergency insurance policy with British Gas. On 1 June 2021, after hav... (3 pages)View decision -
Decision Reference DRN-3761287
24 Oct 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3761287 The complaint Mr G complains about a hire purchase agreement he took out with Volkswagen Financial Services (UK) Limited (“VWFS”). What happened Mr G is represented in his complaint, but for ease of reading I’ll refer to everything sent and said on his behalf as if he said or s... (6 pages)View decision -
Decision Reference DRN-3535934
24 Oct 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3535934 The complaint Mr K complains that HSBC UK Bank Plc trading as first direct (firstdirect) didn’t make a payment. What happened On 16 December 2021, Mr K called firstdirect to make a payment of £5,000 to another bank to pay for foreign currency. He had agreed to buy £5,000 worth... (3 pages)View decision -
Decision Reference DRN-3770027
24 Oct 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3770027 The complaint Mr and Mrs K complain that Fairmead Insurance Limited unfairly declined a claim under their legal expenses insurance policy. Where I refer to Fairmead, this includes its agents and claims handlers. What happened Mr and Mrs K made a claim on their policy seeking co... (3 pages)View decision -
Decision Reference DRN-3770145
24 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3770145 The complaint Mr G complains on behalf of his business, a dentist’s practice and a limited company, that Aviva Insurance Limited hasn’t offered a fair settlement for a claim made under his business protection insurance policy. Where I refer to Aviva, this includes its agents an... (4 pages)View decision -
Decision Reference DRN-3769749
24 Oct 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3769749 The complaint Mr S complains that Clydesdale Bank Plc Virgin) didn’t respond to his complaint and defaulted his account. What happened Mr S had a credit card from Virgin. In April 2020, Virgin agreed to a three-month payment holiday under the FCA’s covid support scheme. Mr S wa... (4 pages)View decision -
Decision Reference DRN-3746451
24 Oct 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3746451 The complaint Mr T and Mrs T complain that a repair carried out by Royal & Sun Alliance Insurance Limited (RSA) under their home emergency assistance policy caused further damage in their home. Mr T and Mrs T’s policy was administered by a third-party company but, for ease ... (3 pages)View decision
