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 4310 results
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Decision Reference DRN2589721
15 Apr 2020 UK Insurance Limited Not upheldClaims ManagementMr S complains that U K Insurance Limited (“UKI”) wrongly recorded a fault claim against him when he made a claim on his motor insurance policy. backgroundMr S’s car was hit by the car behind, which in turn had been hit by a third car, and was shunted into Mr S’s car. The third car fled th... (2 pages)View decision -
Decision Reference DRN7974230
15 Dec 2014 Mortgage Express Not upheldBanking and creditMr G has complained that Mortgage Express (ME) has failed to provide him with documents and information he has requested from it relating to the mortgage he granted to ME in 2007.backgroundMr G has a buy-to-let mortgage with ME taken out in 2007. In 2014 he wrote to the CEO of ME enquiri... (2 pages)View decision -
Decision Reference DRN1863629
24 Oct 2014 HSBC Bank plc UpheldBanking and creditMr Q complains that he did not authorise a number of transactions that were made from his account with HSBC Bank Plc. As a result, his account became overdrawn and the bank passed this information to credit reference agencies.background Mr Q said that between May and July 2010 a number... (2 pages)View decision -
Decision Reference DRN-4763125
26 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4763125 Complaint Mr D is unhappy that HSBC UK Bank Plc didn’t reimburse him after he fell victim to a scam. Background In November 2018, Mr D fell victim to a scam. He wanted to buy private registration plates and found some for sale on a well-known online platform. He agreed a price,... (2 pages)View decision -
Decision Reference DRN-2435195
28 Jan 2021 Barclays Bank UK PLC Not upheldMortgagesDRN-2435195 The complaint Mrs and Mr K complain that the information registered by Barclays Bank UK PLC with the land registry in relation to their mortgage account is incorrect. What happened Mrs and Mr K took out a mortgage with Barclays on their home in January 2020. The mortgage offer,... (2 pages)View decision -
Decision Reference DRN-4236073
23 Aug 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4236073 The complaint Mr N complains Royal and Sun Alliance trading as More Than (RSA) offered differently priced motor insurance quotes based on the same information when he used an online price comparison site. And when he amended some details it unfairly increased the quote for the ... (2 pages)View decision -
Decision Reference DRN-4536108
15 Jan 2024 Marshmallow Insurance Limited Not upheldInsuranceDRN-4536108 The complaint Mr T complains that Marshmallow Insurance Limited has recorded an open claim on his motor insurance policy and asked for his full year’s premium to be paid when he cancelled his policy. What happened Another driver’s representatives contacted Marshmallow to alleg... (2 pages)View decision -
Decision Reference DRN9861330
13 Jun 2019 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr R and Mrs R, his mother, are unhappy that Admiral Insurance Company Limited (‘Admiral’) settled a claim on their car insurance policy (‘the policy’).backgroundIn February 2018, Mr R purchased the policy with Admiral. He added his mother, Mrs R, as a named driver.I... (2 pages)View decision -
Decision Reference DRN-4809457
6 Jun 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4809457 The complaint K, a limited company, complains that TSB Bank plc didn’t complete a switch of its bank account and provide sufficient support and help. What happened K asked TSB to switch its bank account from a different financial business which I will anonymise here as the ‘old... (2 pages)View decision -
Decision Reference DRN0851470
9 Jul 2014 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains that CIS General Insurance Limited unreasonably declined a claim he made under his motor insurance policy following an accident.backgroundMr H was involved in a collision with a third party. CIS became concerned about aspects of the third party’s claim so instructed solicit... (2 pages)View decision
