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 128312 results
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Decision Reference DRN-4092375
4 May 2023 HSBC UK Bank Plc UpheldMortgagesDRN-4092375 The complaint Mrs C and Mr P are unhappy with HSBC UK Bank Plc’s (HSBC) reporting to credit reference agencies (CRAs) in relation to their mortgage. What happened Mrs C and Mr P held a repayment mortgage with HSBC, originally taken out in 2020. The mortgage was made up of two s... (5 pages)View decision -
Decision Reference DRN-4083801
4 May 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4083801 The complaint Mr T says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him. What happened Mr T took out a loan for £3,400 over 36 months on 10 May 2021. The monthly repayments were £150.95 and the total repayable was £5,434.20. Mr T fell behind with his ... (4 pages)View decision -
Decision Reference DRN-4111538
4 May 2023 Curve UK Limited UpheldBanking and PaymentsDRN-4111538 The complaint Mr T complains about how Curve OS Limited handled his refunds and poor customer service they gave him. What happened Mr T had received refunds to his Curve Cash account instead of the original payment card. He had tried several times to get Curve to pay the money ... (3 pages)View decision -
Decision Reference DRN-3921395
4 May 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3921395 The complaint Mr R complains that Accredited Insurance (Europe) Ltd (Accredited) disposed of the salvage of his car resulting in a financial loss for him. What happened Mr R’s car was stolen and subject to an arson attack. A separate complaint has been considered by our service... (3 pages)View decision -
Decision Reference DRN-4111432
4 May 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4111432 The complaint Mr M complains about Haven Insurance Company Limited’s (“Haven”) valuation of his car following a claim under his car insurance. He also complains about the repairs carried out following a previous claim and about the price he has been paying for his insurance. Wh... (4 pages)View decision -
Decision Reference DRN-4109843
4 May 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4109843 The complaint Mr and Mrs J complain that AA Underwriting Insurance Company Limited declined their claim on their home insurance. What happened Mr and Mrs J had home insurance that’s underwritten by AA. In February 2022 there was a storm that caused damage to their property. The... (3 pages)View decision -
Decision Reference DRN-3933829
4 May 2023 Society of Lloyd's UpheldInsuranceDRN-3933829 The complaint Mr B has complained about the way that Society of Lloyd’s has dealt with his sickness claim on a mortgage payment protection insurance (PPI) policy. What happened Mr B first contacted the underwriters to make a claim in July 2021. It was finally accepted in April ... (2 pages)View decision -
Decision Reference DRN-4111410
4 May 2023 Arch Insurance (UK) Limited UpheldInsuranceDRN-4111410 The complaint L, a limited company, complains that Arch Insurance (UK) Limited (“Arch”) has unfairly declined a claim made under its business protection insurance policy. Any reference to L or Arch includes respective agents or representatives. What happened The background of t... (5 pages)View decision -
Decision Reference DRN-3988946
4 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3988946 The complaint Mr H complains that Casualty & General Insurance Company (Europe) Ltd unfairly refused to pay his pet insurance claims. My references to Casualty & General include its agents. What happened Mr H made two separate claims for his dog. The first was for ear i... (4 pages)View decision -
Decision Reference DRN-3645721
3 May 2023 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-3645721 The complaint Mr B complains St James’s Place Wealth Management Plc (SJP) provided unsuitable advice and poor service. He complains that SJP recommended he invest partly in a money fund in case investment markets fell in future and that SJP then failed to advise him to move fro... (7 pages)View decision