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 118878 results
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Decision Reference DRN-3430666
13 Apr 2022 Brazier Consulting Services Ltd UpheldClaims ManagementDRN-3430666 The complaint Mrs H and Mr H complain about Brazier Consulting Services Ltd (BCS) and their failure to progress their claim for mis-sold Payment Protection Insurance (PPI) effectively. What happened Mrs H and Mr H instructed BCS to pursue a claim for mis-sold PPI against Lender... (3 pages)View decision -
Decision Reference DRN-3428015
13 Apr 2022 Aviva Insurance Limited UpheldInsuranceDRN-3428015 The complaint Mr J is unhappy that Aviva Insurance Limited declined his claim for a faulty boiler under his home emergency policy. What happened Mr J has a home emergency policy underwritten by Aviva covering his boiler, electrics, and pipes. It was purchased in December 2020 a... (5 pages)View decision -
Decision Reference DRN-3405347
13 Apr 2022 RAC Insurance Limited UpheldInsuranceDRN-3405347 The complaint Ms C complains that RAC Insurance Limited has wrongly rejected a claim on her legal expenses insurance policy. Where I refer to RAC Insurance Limited, this includes its agents and claims handlers acting on its behalf. What happened Ms C completed the purchase of h... (5 pages)View decision -
Decision Reference DRN-3415784
13 Apr 2022 Tesco Underwriting Limited UpheldInsuranceDRN-3415784 The complaint Mr S and Mrs S complain about the service they got from, and about the standard of the repairs carried out by, Tesco Underwriting Limited following a claim on their buildings insurance policy. When I refer to “Tesco” in this decision, I’m also including the agents... (5 pages)View decision -
Decision Reference DRN-3168047
13 Apr 2022 HSBC UK Bank Plc UpheldMortgagesDRN-3168047 The complaint Mr R and Miss S complain that HSBC UK Bank Plc trading as first direct (first direct) were slow to process their mortgage application. What happened Mr R and Miss S had a mortgage with first direct. They wanted to move to a new house and needed to borrow another £... (3 pages)View decision -
Decision Reference DRN-3319581
13 Apr 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3319581 The complaint Mr G complains about how HSBC UK Bank Plc has treated him in relation to a personal loan he has with it. What happened Mr G has a loan account with HSBC. He says he requested a payment holiday to defer loan repayments in June 2020, which HSBC authorised. Once the ... (6 pages)View decision -
Decision Reference DRN-3146467
13 Apr 2022 AWP P&C SA UpheldInsuranceDRN-3146467 The complaint Mrs F complains about AWP P&C SA’s handling of her claim about rainwater entering through her roof, under her home emergency policy. What happened In October 2020 Mrs F contacted AWP to make a claim for damage to her home following a period of heavy rain. She ... (3 pages)View decision -
Decision Reference DRN-3340066
13 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3340066 The complaint S, a limited company complains that HSBC UK Bank Plc failed to open a foreign currency account on its behalf. S is represented in its complaint by a director, Mr K. What happened In around mid-July 2021, S enquired with HSBC about opening a foreign currency accoun... (2 pages)View decision -
Decision Reference DRN-3293363
13 Apr 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3293363 The complaint Mr V complains that PayPal (Europe) Sarl et Cie SCA refused to refund him for a purchase that wasn’t delivered to him under its Buyer Protection policy. What happened In mid-2021, Mr V purchased an item online. The next day he received notification from the courie... (3 pages)View decision -
Decision Reference DRN-3186109
13 Apr 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3186109 The complaint Mr S has complained that J D Williams & Company Limited trading as Jacamo irresponsibly lent to him. What happened Mr S opened a shopping account with J D Williams in May 2013. His account limit was initially low - £175. Over the course of the next three years... (3 pages)View decision
