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 128312 results
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Decision Reference DRN-3922484
24 Jan 2023 Premier Insurance Company Limited UpheldInsuranceDRN-3922484 The complaint Mrs G complains about damage caused by Premier Insurance Company Limited’s (Premier) repairer following an accident claim, under her motor insurance policy. What happened Mrs G was involved in an accident. She contacted Premier and it arranged for the damage to be... (3 pages)View decision -
Decision Reference DRN-3727314
24 Jan 2023 Nationwide Building Society UpheldMortgagesDRN-3727314 The complaint Mr S’ complaint about Nationwide Building Society (NBS) relates to the service he received when making an application for a residential mortgage. What happened Mr S has said it took NBS eight weeks to reach the decision that it could not offer him a mortgage durin... (3 pages)View decision -
Decision Reference DRN-3295599
24 Jan 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3295599 The complaint Ms W complains Vanquis Bank Limited didn’t offer her an alternative way of authenticating that didn’t involve phones when it implemented strong customer authentication. Ms W also complains Vanquis Bank Limited didn’t remove an old number or send her statements in ... (6 pages)View decision -
Decision Reference DRN-3922162
24 Jan 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3922162 The complaint Miss G complains Clydesdale Bank Plc didn’t do enough to protect her from losing over £21,000 to an investment scam. What happened Miss G has explained that in 2021 she made the following payments to Binance from her Clydesdale account, using her debit card, to fu... (4 pages)View decision -
Decision Reference DRN-3922198
24 Jan 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3922198 The complaint Mr C complains about the handing of a claim under his legal expenses insurance policy by Royal & Sun Alliance Insurance Limited (“RSA”). Where I refer to RSA, this includes its agents and claims handlers. What happened In approximately 2019, Mr C made a claim ... (4 pages)View decision -
Decision Reference DRN-3691515
24 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3691515 The complaint Mr S complains that HSBC UK Bank Plc blocked his bank account and placed a fraud marker against his name causing serious repercussions for him. What happened Mr S had a personal account with HSBC. In January 2021, two payments totalling just over £2,000 were made ... (4 pages)View decision -
Decision Reference DRN-3838998
24 Jan 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3838998 The complaint Mr P has complained about his car insurer Admiral Insurance (Gibraltar) Limited because when he claimed for fire damage to his car, it accused him of fraud, declining his claim and cancelling his policy. What happened Mr P made a claim to Admiral for fire and smok... (3 pages)View decision -
Decision Reference DRN-3894366
24 Jan 2023 Lloyds Bank PLC UpheldMortgagesDRN-3894366 The complaint Mr and Mrs D complain through their representative that Lloyds Bank PLC trading as Scottish Widows Bank did not give them the full offset of their mortgage interest and restricted it to one part of the mortgage only. Mr and Mrs D say that as result they paid £10,0... (6 pages)View decision -
Decision Reference DRN-3921788
24 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3921788 The complaint Miss G complains HSBC UK Bank Plc didn’t do enough to protect her from losing over £35,000 to an investment scam. What happened Miss G has explained that in 2021 she made the following payments from her HSBC account, using her debit card, to fund what she thought ... (4 pages)View decision -
Decision Reference DRN-3919333
24 Jan 2023 Euroins AD UpheldInsuranceDRN-3919333 The complaint Miss H is unhappy that Euroins AD declined a claim she made under her travel insurance policy. What happened Miss H booked a holiday abroad – with her due to be travelling between 10 January 2022 and 22 January 2022. The holiday was one in which Miss H would be tr... (3 pages)View decision