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 119592 results
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Decision Reference DRN-3296495
17 Mar 2022 Ageas Insurance Limited UpheldInsuranceDRN-3296495 The complaint Mr and Mrs C complained about poor workmanship / damage caused by Ageas Insurance Limited (“Ageas”) whilst it carried out works to settle a damage claim under Mr and Mrs C’s home insurance policy. What happened Ageas appointed contractors to carry out works at Mr ... (2 pages)View decision -
Decision Reference DRN-3366724
17 Mar 2022 Tokio Marine Kiln Insurance Limited UpheldInsuranceDRN-3366724 The complaint Mr H complains about the settlement offered by Tokio Marine Kiln Insurance Limited (TMK) on a claim he made on a business protection insurance policy. Mr H’s claim and policy is administered by agents and representatives acting on behalf of TMK. Where I refer to T... (5 pages)View decision -
Decision Reference DRN-3293352
17 Mar 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3293352 The complaint Mr C complains that Santander Consumer (UK) Plc refused to accept his request to reject a faulty car. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute so instead I’ll focus ... (2 pages)View decision -
Decision Reference DRN-3374915
17 Mar 2022 BUPA Insurance Limited UpheldInsuranceDRN-3374915 The complaint Mrs S complains that BUPA Insurance Limited turned down her private medical insurance claim. What happened Mrs S held private medical insurance cover with BUPA. In 2019, Mrs S needed a c-section because large fibroids meant her life was at risk during childbirth d... (5 pages)View decision -
Decision Reference DRN-3331524
17 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3331524 The complaint B, a limited company, complains about the way that HSBC UK Bank Plc has requested information, and which has led to its account being closed. What happened B says that it tried to respond to HSBC’s requests for information. But it was unhappy that a member of staf... (3 pages)View decision -
Decision Reference DRN-3376663
17 Mar 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3376663 The complaint Miss R has complained that Bank of Scotland plc (trading as Halifax) was irresponsible to give her an overdraft given her financial circumstances at the time. She says that she has asked for help to repay the overdraft but that the assistance Halifax has offered h... (3 pages)View decision -
Decision Reference DRN-3361461
17 Mar 2022 Aviva Insurance Limited UpheldInsuranceDRN-3361461 The complaint Mrs M complains about the service she got from Aviva Insurance Limited (Aviva), following a claim under her home emergency policy. What happened Mrs M held a home emergency policy with Aviva, which among other things covered her for toilet blockages and drain issu... (3 pages)View decision -
Decision Reference DRN-3334147
17 Mar 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3334147 The complaint and what happened Mrs B complains that Lloyds Bank PLC (“Lloyds”) won’t refund money she lost when she fell victim to a scam. The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key points and foc... (3 pages)View decision -
Decision Reference DRN-3245625
17 Mar 2022 Skrill Limited UpheldBanking and PaymentsDRN-3245625 The complaint Mr B complains about Skrill Limited’s decision to review and subsequently close his account. Mr B is also unhappy with Skrill’s actions when returning money left in the account to its original source. What happened Mr B held an account with Skrill. In February 202... (4 pages)View decision -
Decision Reference DRN-3254196
16 Mar 2022 Sandringham Financial Partners Limited UpheldInvestmentsDRN-3254196 The complaint Mr P brings this complaint on behalf of his business, which I will call S. He says an adviser from Sandringham Financial Partners Limited mis-sold a Disability Cover for Business policy to S in 2017 because it failed to explain that the policy didn’t comprise crit... (5 pages)View decision
