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 121115 results
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Decision Reference DRN-3588745
18 Aug 2022 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3588745 The complaint Ms O complains about DAS Legal Expenses Insurance Company Limited's decision to decline a claim she made on her policy for legal assistance. What happened Ms O took out home insurance which included legal expenses cover in 2016. In 2017 she made a claim on th... (7 pages)View decision -
Decision Reference DRN-3654116
18 Aug 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3654116 The complaint Mr H complains about Lloyds Bank PLC and their failure to provide him with the PIN to his current account on an audio CD. What happened In April 2021, Mr H opened a current account with Lloyds. Mr H has said when opening the account, he asked for his PIN to be sen... (4 pages)View decision -
Decision Reference DRN-3654689
17 Aug 2022 British Gas Insurance Limited UpheldInsuranceDRN-3654689 The complaint Mrs M complains British Gas Insurance Limited (British Gas) poorly handled her claim on her home emergency policy. What happened Mrs M had a HomeCare home emergency insurance policy with British Gas, In November 2020 she contacted British Gas to arrange a service ... (4 pages)View decision -
Decision Reference DRN-3654622
17 Aug 2022 Zurich Insurance PLC UpheldInsuranceDRN-3654622 The complaint Miss L’s representative complains on her behalf that Zurich Insurance PLC (Zurich) have not offered to settle her claim on her home insurance policy fairly. References to Miss L, or her representative, will include the other. There are several parties and represen... (4 pages)View decision -
Decision Reference DRN-3626375
17 Aug 2022 HDI Global Specialty SE UpheldInsuranceDRN-3626375 The complaint Mr and Mrs R complain about how HDI Global Specialty SE dealt with and settled their claim on their home insurance following an escape of water. All references to HDI include the actions of its agents. What happened Mr and Mrs R had home insurance that was underwr... (3 pages)View decision -
Decision Reference DRN-3588920
17 Aug 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3588920 The complaint Mr D complains that Marks & Spencer Financial Services Plc (M&S) marked his credit file with a default and missed payments. What happened Mr D had a credit card with M&S. In April 2020, the limit was £4,800 and the balance was £4,284.01. Minimum monthl... (5 pages)View decision -
Decision Reference DRN-3417697
17 Aug 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3417697 The complaint Mrs D complains about the quality of a car she has been financing through an agreement with Volkswagen Financial Services (UK) Limited (“VWFS”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead ... (3 pages)View decision -
Decision Reference DRN-3654003
17 Aug 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3654003 The complaint Mr K complains that he was mis-sold an Ultimate Reward Current Account (URCA) in 2011 by Bank of Scotland plc trading as Halifax (Halifax). What happened I have previously issued a provisional decision about this complaint. The following represents excerpts from m... (3 pages)View decision -
Decision Reference DRN-3642190
17 Aug 2022 QIC Europe Ltd UpheldInsuranceDRN-3642190 The complaint Mr M complains that QIC Europe Limited (‘QIC’) declined a claim under his home insurance. QIC used a third party company to handle Mr M’s claim and most of his correspondence has been with this company rather than directly with QIC. For the avoidance of doubt, any... (5 pages)View decision -
Decision Reference DRN-3334878
17 Aug 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3334878 The complaint Mr M complains about the advice given by Portal Financial Services LLP (‘Portal’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a f... (8 pages)View decision
