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 119464 results
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Decision Reference DRN-3462891
24 Jun 2022 U K Insurance Limited UpheldInsuranceDRN-3462891 The complaint Mrs W and Mr W complain about U K Insurance Limited’s handling of a claim made under their home insurance policy. What happened Mrs W and Mr W have a home insurance policy underwritten by UKI which covers their house and its contents, amongst other things. They bo... (5 pages)View decision -
Decision Reference DRN-3459434
24 Jun 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3459434 The complaint Mr C complains about Advantage Insurance Company Limited’s settlement of his car which left him with an outstanding amount to pay on his lease agreement. He is also unhappy with the length of time taken for Advantage to deal with the claim. What happen... (3 pages)View decision -
Decision Reference DRN-3330169
24 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3330169 The complaint B has complained (through its representative Mr O) about the way HSBC UK Bank Plc has dealt with its request for information regarding its account, failed to provide details of the advisor dealing with the request, and used an incorrec... (3 pages)View decision -
Decision Reference DRN-3513439
24 Jun 2022 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3513439 The complaint Miss T complains that Watford Insurance Company Europe Limited (Watford Insurance) avoided her motor insurance policy (treated it like it never existed) and refused to pay her claim. There are several parties and representatives of Watford Insurance involved throu... (3 pages)View decision -
Decision Reference DRN-3421755
24 Jun 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3421755 The complaint Company A says Bank of Scotland plc (BoS) agreed a development loan but later changed the terms of that loan, causing a delay which left Company A with a significant financial loss. The complaint is being brought by Mr W, a director of Company A. What happened In ... (5 pages)View decision -
Decision Reference DRN-3560208
24 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3560208 The complaint Mr B complains that HSBC UK Bank Plc trading as first direct gave him wrong information about a transfer he attempted and gave him poor customer service. What happened Mr B opened a savings account with a third party building society. He transferred £1 from his Fi... (5 pages)View decision -
Decision Reference DRN-3394803
24 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3394803 The complaint Mr M complains about a default date recorded on his credit file by HSBC UK Bank Plc. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr M had a credit card with HSBC. In the summer of 2018 ... (3 pages)View decision -
Decision Reference DRN-3372793
24 Jun 2022 Morses Club PLC UpheldConsumer CreditDRN-3372793 The complaint Mrs T, through a representative complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. Had it done so, Morses would’ve discovered Mrs T was struggling financially and had a poor credit history. What... (4 pages)View decision -
Decision Reference DRN-3560571
24 Jun 2022 Ageas Insurance Limited UpheldInsuranceDRN-3560571 The complaint Mr H and Ms M are unhappy that Ageas Insurance Limited declined a claim they made on their travel insurance policy. What happened Mr H and Ms M booked a holiday abroad in July 2020. They were due to travel to a country I’ll refer to as ‘F’ in September 2020. Durin... (3 pages)View decision -
Decision Reference DRN-3534553
24 Jun 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3534553 The complaint Ms R is unhappy with the way Nationwide Building Society (“Nationwide”) treated her when she was experiencing financial difficulties. She is also unhappy it closed her account when she switched banks as she thought she would have use of the overdraft for a further... (3 pages)View decision
