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-3362164
13 Apr 2022 Bank of Scotland Plc UpheldMortgagesDRN-3362164 The complaint Mr and Mrs H are unhappy with the way that Bank of Scotland plc (trading as Birmingham Midshires) have managed their mortgage accounts. They also complain about the service they received when both mortgage terms had ended. What happened Mr and Mrs H have a mortgag... (3 pages)View decision -
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
