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-3501369
11 Aug 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3501369 The complaint Mr B complains about a default recorded on his credit file by Bank of Scotland trading as Halifax. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr B had a current account and overdraft w... (3 pages)View decision -
Decision Reference DRN-3644230
11 Aug 2022 HSBC UK Bank Plc UpheldMortgagesDRN-3644230 The complaint Mr and Mrs T complain about the way that HSBC UK Bank Plc dealt with their remortgage application. What happened Mr and Mrs T wanted to take remortgage with HSBC. But they said that the service provided by HSBC made that impossible. Mr and Mrs T complain: Cancell... (2 pages)View decision -
Decision Reference DRN-3643830
11 Aug 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3643830 The complaint Mrs M complains about Admiral Insurance Company Limited’s (Admiral) handling of a claim she made under her buildings insurance policy. What happened Mrs M says in November 2021, the building her flat is in was damaged by storm conditions. She says there was a disc... (3 pages)View decision -
Decision Reference DRN-3642205
11 Aug 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3642205 The complaint Mrs J complains Santander UK Plc sent statements to her old address and then restricted her account leaving her with no access to her funds whilst she’s been living abroad. Mrs J is represented by her daughter, Miss M. What happened Mrs J changed her address with ... (4 pages)View decision -
Decision Reference DRN-3644011
11 Aug 2022 PayrNet Limited UpheldBanking and PaymentsDRN-3644011 The complaint The estate of Mr M complains PayrNet Limited (trading as Pockit) won’t release the funds in Mr M’s pre-paid card account, and hasn’t communicated as it should about this. The estate of Mr M is represented here by Mr M’s mother, Ms M. What happened Mr M held a Poc... (3 pages)View decision -
Decision Reference DRN-3580697
11 Aug 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3580697 The complaint Mr O has complained that Great Lakes Insurance SE (Great Lakes) declined a claim he made under his mobile phone insurance policy. What happened Mr O made a claim to Great Lakes for the loss of his mobile phone. Great Lakes interviewed Mr O about the circumstances ... (3 pages)View decision -
Decision Reference DRN-3639728
11 Aug 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3639728 The complaint Mr S has complained about his car insurer Admiral Insurance Company Limited as it initially delayed settling his claim for the theft of his car. Then a short while after having settled it, and following the car’s recovery, it rejected the claim, asking him for all... (5 pages)View decision -
Decision Reference DRN-3589214
11 Aug 2022 Covea Insurance plc UpheldInsuranceDRN-3589214 The complaint Mr T and Miss K have complained about their car insurer Covea Insurance plc in respect of its actions in handling a claim they made after they were involved in an accident which was not their fault. What happened Mr T and Miss K were involved in an accident in 201... (4 pages)View decision -
Decision Reference DRN-3643857
11 Aug 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3643857 The complaint Mr C is unhappy with Lloyds Bank General Insurance Limited’s (Lloyds) handling of a claim made under his home insurance policy. What happened In October 2020 Mr C noticed damp in his property and reported this to Lloyds, his home insurance provider. Lloyds carried... (4 pages)View decision -
Decision Reference DRN-3437975
11 Aug 2022 Target Servicing Limited UpheldMortgagesDRN-3437975 The complaint Mr and Mrs S complain that Target Servicing Limited has treated them unfairly by asking them to repay overdue management fees. They say this is unfair as it was Target’s error that led to the fees not being paid. What happened Mr and Mrs S took out a help to buy ... (3 pages)View decision
