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 120469 results
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Decision Reference DRN-3439901
20 Apr 2022 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-3439901 The complaint Mrs F and Mrs J are unhappy with the service received from Arthur J. Gallagher Insurance Brokers Limited (Gallagher), their broker, as their insurance policy was cancelled by their insurer. What happened Mrs F and Mrs J own the freehold of a block of flats. They h... (5 pages)View decision -
Decision Reference DRN-3345678
20 Apr 2022 HSBC UK Bank Plc UpheldMortgagesDRN-3345678 The complaint Mrs K complains that HSBC UK Bank Plc’s failure to respond to her contact attempts in relation to her mortgage application caused her to miss a deadline and to incur legal costs. What happened Mr and Mrs K visited a branch of HSBC in February 2020 to enquire about... (4 pages)View decision -
Decision Reference DRN-3348638
20 Apr 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3348638 The complaint Mr T says Madison CF UK Limited, trading as 118 118 Money, lent to him irresponsibly. What happened Mr T took out a 12-month instalment loan for £1,000 from 118 118 Money on 12 August 2020. The monthly repayment was £100.22 and the total repayable was £1,202.64. M... (3 pages)View decision -
Decision Reference DRN-3431660
20 Apr 2022 Ageas Insurance Limited UpheldInsuranceDRN-3431660 The complaint Mrs M and Mr P complain about Ageas Insurance Limited (Ageas) who has avoided their cover (treated it as though it never existed) and by doing so, declined their claim made to it following a theft. What happened Mrs M and Mr P obtained contents cover from Ageas. F... (3 pages)View decision -
Decision Reference DRN-3436681
20 Apr 2022 AXA France IARD UpheldInsuranceDRN-3436681 The complaint X has complained that AXA France IARD (‘AXA’) unfairly declined her claim. What happened X has a personal accident insurance policy with AXA. After an incident in which X sustained injuries, she made a claim for permanent total disability (PTD) benefit which AXA d... (4 pages)View decision -
Decision Reference DRN-3329280
20 Apr 2022 Allianz Global Assistance UpheldInsuranceDRN-3329280 The complaint Ms L’s complained about the way Allianz Global Assistance (“Allianz”) dealt with a claim under her home emergency insurance policy. What happened In early 2021, Ms L’s boiler stopped working. So she contacted Allianz to arrange for repairs under the cover provide... (3 pages)View decision -
Decision Reference DRN-3231611
20 Apr 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3231611 The complaint and what happened Mr H complains that Bank of Scotland plc, trading as Halifax, won’t reimburse transactions he didn’t make or otherwise authorise. The full details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’l... (2 pages)View decision -
Decision Reference DRN-3439179
20 Apr 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3439179 The complaint Mr and Mrs S complain about the way Barclays Bank UK PLC dealt with his mortgage application. Mr S asks for further compensation or some shares in Barclays. What happened Mr and Mrs S applied for a further advance on their mortgage with Barclays. Mr S was mistaken... (2 pages)View decision -
Decision Reference DRN-3435140
20 Apr 2022 Ageas Insurance Limited UpheldInsuranceDRN-3435140 The complaint Mr G complains Ageas Insurance Limited have refused to meet his claim under his motor insurance policy after his car was stolen. Other companies such as Ageas’ claims investigator, have been involved in this complaint, but as Ageas are responsible for these compan... (6 pages)View decision -
Decision Reference DRN-3438605
20 Apr 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3438605 The complaint Miss A and Mr L complain that Barclays Bank UK PLC delayed their application to make changes to their mortgage – causing them to incur interest at a higher rate for several months. They are also unhappy that Barclays declined to backdate the change to their mortga... (6 pages)View decision
