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-3882693
5 Jan 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3882693 The complaint The estate of Mr B complains that Lloyds Bank PLC (Lloyds) won’t refund the money he lost when Mrs B, acting with authority for Mr B, fell victim to a scam. What happened The details of this complaint are well known to both parties. So rather than repeat them all ... (4 pages)View decision -
Decision Reference DRN-3826566
5 Jan 2023 SEIB INSURANCE BROKERS LIMITED UpheldInsuranceDRN-3826566 The complaint Mr W complains that SEIB INSURANCE BROKERS LIMITED incorrectly debited a duplicate payment from his account and acted unfairly by not agreeing his request to cancel his policy. What happened Mr W complained to SEIB after it incorrectly charged him a duplicate prem... (2 pages)View decision -
Decision Reference DRN-3884036
5 Jan 2023 Accord Mortgages Limited UpheldMortgagesDRN-3884036 The complaint Miss G complains that after she re-mortgaged with Accord Mortgages Limited it asked her to make an additional interest payment that she hadn’t been told about. She’s also unhappy that she had to pay an early repayment charge. What happened Miss G re-mortgaged with... (2 pages)View decision -
Decision Reference DRN-3883991
5 Jan 2023 Berkshire Hathaway International Insurance Ltd UpheldInsuranceDRN-3883991 The complaint Miss R complains that Berkshire Hathaway International Insurance Ltd unfairly rejected a claim she made on her motor insurance policy. What happened Miss R’s car was stolen from where it was parked on the road outside her house. Miss R notified Berkshire of the th... (4 pages)View decision -
Decision Reference DRN-3867483
5 Jan 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3867483 The complaint Mr R complains that Creation Consumer Finance Ltd (“Creation”) were unreasonable to reject a claim he made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened The details of this complaint are well known to both parties, so I won... (3 pages)View decision -
Decision Reference DRN-3883984
5 Jan 2023 HSBC UK Bank Plc UpheldInsuranceDRN-3883984 The complaint Mr W has complained on behalf of himself and the estate of the late Mrs W, about the amount of compensation HSBC UK Bank Plc paid for the mis-sale of a payment protection insurance (PPI) policy. What happened Mr W complained about the sale of PPI on his and the la... (3 pages)View decision -
Decision Reference DRN-3859077
5 Jan 2023 ATLANTA 1 INSURANCE SERVICES LIMITED UpheldInsuranceDRN-3859077 The complaint Ms K has complained about the fees she was charged by ATLANTA 1 INSURANCE SERVICES LIMITED (‘Atlanta’) after she cancelled her motor insurance policy and generally about the way it administered her policy. What happened Ms K took out a motor insurance policy throu... (4 pages)View decision -
Decision Reference DRN-3853001
5 Jan 2023 Investec Wealth & Investment Limited UpheldInvestmentsDRN-3853001 The complaint Mr P complains that Investec Wealth & Investment Limited failed to manage his investment portfolio in line with the discretionary mandate he agreed to. What happened In 2017, Mr P held an account with Investec and agreed for his portfolio to be managed on a di... (5 pages)View decision -
Decision Reference DRN-3728898
5 Jan 2023 Vitality Health Limited UpheldInsuranceDRN-3728898 The complaint Mr B complains that Vitality Health Limited unfairly declined his private medical insurance policy and that the policy was mis-sold. My references to Vitality include its agents which include the business that sold the policy to Mr B. What happened In June 2019 Vi... (4 pages)View decision -
Decision Reference DRN-3883290
5 Jan 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3883290 The complaint Mr H complained that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined his storm claim under his home insurance policy. What happened Mr H made a claim to RSA for the damage caused to his main property and calf shed by a storm. RSA instructed Mr... (4 pages)View decision