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 125299 results
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Decision Reference DRN-3667453
8 Sep 2022 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3667453 The complaint Mr and Mrs S complain as trustees on behalf of the S Trust that Aviva Life & Pensions UK Limited (Aviva) provided incorrect information following a failed review of their Whole of Life (WoL) policies. They felt this impacted their ability to make a decision ab... (3 pages)View decision -
Decision Reference DRN-3674013
8 Sep 2022 One Insurance Limited UpheldInsuranceDRN-3674013 The complaint Mr J complains about how One Insurance Limited has handled a claim made on his motor insurance policy. He wants it to write off his car so he can buy it back and repair it himself. What happened Mr J’s car was damaged whilst parked and One Insurance took it for re... (3 pages)View decision -
Decision Reference DRN-3691575
8 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3691575 The complaint Miss H complains that Bank of Scotland plc (trading as Halifax) paid a large cash withdrawal to her in the public banking hall of its branch, not in a private room. Miss H was robbed soon after leaving the branch, and she thinks Halifax carries some responsibility... (4 pages)View decision -
Decision Reference DRN-3666257
8 Sep 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3666257 The complaint R, a business, complains that HSBC UK Bank Plc placed a ‘gone away’ marker on its commercial card account meaning that an important payment was missed. What happened R says that a marker had been applied when HSBC had recorded that an account statement had been re... (2 pages)View decision -
Decision Reference DRN-3687368
8 Sep 2022 QIC Europe Ltd UpheldInsuranceDRN-3687368 The complaint Mr and Mrs J complained that QIC Europe Ltd (“QIC”) unfairly declined their storm claim under their home insurance. What happened Mr and Mrs J made a claim to QIC when high winds caused damage to their property. Mr and Mrs J’s said the winds caused a ridge tile to... (3 pages)View decision -
Decision Reference DRN-3691290
8 Sep 2022 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-3691290 The complaint Mr M complains about the way John Lewis Financial Services Limited (JLFS) handled his attempt to recover money he paid for a hotel stay that didn’t go ahead. What happened Mr M paid for two nights’ accommodation at a hotel in the UK, which I’ll refer to as H. He p... (3 pages)View decision -
Decision Reference DRN-3684897
8 Sep 2022 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-3684897 The complaint Miss H complains that Home Retail Group Card Services Limited, trading as Argos Financial Services (“Argos”), lent to her irresponsibly. What happened Miss H applied for a store card with Argos in June 2012. She opened an account with a credit limit of £550. Miss ... (3 pages)View decision -
Decision Reference DRN-3457471
8 Sep 2022 Skipton Building Society UpheldMortgagesDRN-3457471 The complaint Mrs B complains that Skipton Building Society is requiring her to repay an interest only mortgage on her property even though she was unaware of the mortgage and it was taken out without her knowledge and consent, with a forgery of her signature. What happened Mrs... (5 pages)View decision -
Decision Reference DRN-3642850
8 Sep 2022 QIC Europe Ltd UpheldInsuranceDRN-3642850 The complaint Mrs N and Mr N complain about QIC Europe Ltd (QIC), declining a claim under their home insurance policy for damage to their property caused by bad weather. QIC use agents to administer the policy and to assess claims. Reference to QIC includes these agents. What h... (5 pages)View decision -
Decision Reference DRN-3685947
8 Sep 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3685947 The complaint Miss M complained ReAssure Limited provided her with inadequate service. What happened On 15 and 23 November 2020 Miss M contacted ReAssure as she wanted to increase her direct debit paying the monthly premiums to her personal pension plan (PPP) from £36 to £86 a ... (8 pages)View decision
