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 128535 results
-
Decision Reference DRN-4070516
18 Apr 2023 Financial Administration Services Limited UpheldInvestmentsDRN-4070516 The complaint Mrs D complains that Financial Administration Services Limited (“Fidelity”) delayed a transfer from her stocks and shares ISA to another provider, preventing her from trading as she wanted, so incurring her a significant loss. She’s also made a complaint against t... (5 pages)View decision -
Decision Reference DRN-3644537
18 Apr 2023 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInvestmentsDRN-3644537 The complaint The estate of Mr L has complained about Sun Life Assurance Company of Canada (U.K.) Limited (Sun Life). This relates to a delay in Sun Life paying a claim on an investment bond. What happened Mrs R is the late Mr L’s sister. She is acting on behalf of his estate. ... (3 pages)View decision -
Decision Reference DRN-4083073
18 Apr 2023 esure Insurance Limited UpheldInsuranceDRN-4083073 The complaint Miss J has complained about the lack of updates she received from esure Insurance Limited when she made a claim under her car insurance policy. What happened Miss J was unfortunately involved in an incident in October 2021 which wasn’t her fault. She made a claim ... (4 pages)View decision -
Decision Reference DRN-4071505
18 Apr 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4071505 The complaint Mr L complains that HSBC Bank UK Bank Plc recorded inaccurate information about his loan and credit card accounts with the credit reference agencies (CRA). What happened Mr L held a loan and credit card with HSBC. He says: Due to the covid pandemic he lost his jo... (7 pages)View decision -
Decision Reference DRN-4078843
18 Apr 2023 Aviva Insurance Limited UpheldInsuranceDRN-4078843 The complaint Mr G has complained about delays Aviva Insurance Limited caused in carrying out a boiler check when he bought a Heating, Plumbing and Electrics Plus (HPE) agreement. Mr G says the delay resulted in him not having cover when a boiler broke down at a property he ren... (3 pages)View decision -
Decision Reference DRN-4051859
18 Apr 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4051859 The complaint Mr R complains about changes to a credit card account he holds with HSBC UK Bank Plc which meant he incurred charges and interest he wasn’t expecting. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Th... (2 pages)View decision -
Decision Reference DRN-3970343
18 Apr 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3970343 The complaint Mr H complains about the settlement AA Underwriting Insurance Company Limited paid him for the loss of his car following a claim made on his motor insurance policy. What happened Mr H’s car was damaged in an accident and AA deemed it to be beyond economical repair... (2 pages)View decision -
Decision Reference DRN-4079481
18 Apr 2023 Sainsbury's Bank Plc UpheldConsumer CreditDRN-4079481 The complaint Mr E complains about how Sainsbury's Bank Plc (Sainsbury’s) handled his personal loan. What happened Mr E took out a personal loan for £25,755.83 with Sainsbury’s in April 2017. The contractual monthly payment was £387.89. The initial attempt by Sainsbury’s t... (3 pages)View decision -
Decision Reference DRN-4083554
18 Apr 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4083554 The complaint A limited company, which I’ll refer to as ‘T’, is unhappy about the way HSBC UK Bank Plc handled its Bounce Back Loan (“BBL”) application. T’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr H’. What happened In July 2020, Mr H appl... (3 pages)View decision -
Decision Reference DRN-4083517
18 Apr 2023 Bank of Scotland Plc UpheldMortgagesDRN-4083517 The complaint Ms M and Mr O complain that Bank of Scotland Plc trading as Halifax led him to believe that they had arranged a new five year fixed rate interest product on their mortgage, when it had not done so. What happened Ms M and Mr O had a mortgage with Halifax. It had a ... (2 pages)View decision