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 369228 results
-
Decision Reference DRN-5221641
13 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5221641 The complaint Mrs J complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened Mrs J applied for a credit card with Aqua in May 2022. In the application Mrs J said she was... (3 pages)View decision -
Decision Reference DRN-5217562
13 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5217562 The complaint Ms R complains that HSBC UK Bank Plc provided her with an appalling level of service when she called its customer assistance to resolve an issue. What happened Ms R called HSBC, but its agent couldn't hear her, and she said she had to scream just to confi... (3 pages)View decision -
Decision Reference DRN-5141660
13 Jan 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5141660 The complaint Mr M complains about the renewal quote for his motor insurance policy offered by Liverpool Victoria Insurance Company Limited (LV). He thinks that the No Claims Discount (NCD) protection offered may have been mis-sold. What happened Mr M’s policy with LV was d... (2 pages)View decision -
Decision Reference DRN-4982741
13 Jan 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4982741 The complaint Mr A complains that Legal and General Assurance Society Limited (L&G) has turned down an incapacity claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set... (5 pages)View decision -
Decision Reference DRN-5256503
13 Jan 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5256503 The complaint Mr S complains about Marshmallow Insurance Limited’s (Marshmallow) decision to avoid his car insurance policy following a claim he made. What happened In December 2023, Mr S bought car insurance underwritten by Marshmallow. In February 2024, following an accid... (4 pages)View decision -
Decision Reference DRN-5124887
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5124887 The complaint Mr M has complained Monzo Bank Ltd won’t refund him for disputed transactions he didn’t make. What happened In September 2022 Mr M noticed many transactions on his Monzo account he didn’t recognise or believed he couldn’t have made. He’d recently been committed... (3 pages)View decision -
Decision Reference DRN-5238473
13 Jan 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5238473 The complaint Mrs R – the wife of the late Mr R, complains that Westerby Trustee Services Limited (‘Westerby’) should have completed more checks before accepting Mr R’s application from Abana Unipessoal Lda (‘Abana’), for a Self-Invested Personal Pension (‘SIPP’). Mr R tran... (43 pages)View decision -
Decision Reference DRN-5161908
13 Jan 2025 National House-Building Council Not upheldInsuranceDRN-5161908 The complaint Mr M and Mrs M complain that National House Building Council (NHBC) have unfairly handled a claim under their building warranty. As Mrs M has been leading in this complaint, and for ease, I’ve referred to her throughout. What happened The details of this compla... (3 pages)View decision -
Decision Reference DRN-5200707
13 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5200707 The complaint Mr P complains that HSBC UK Bank Plc carried out unnecessary credit searches when his account was upgraded, and failed to remove the record of these checks as promised. What happened Mr P wished to upgrade his account with HSBC and discovered that it had carrie... (3 pages)View decision -
Decision Reference DRN-5200607
13 Jan 2025 AJ Bell Management Limited UpheldPensions and AnnuitiesDRN-5200607 The complaint Mrs C complains that AJ Bell Management Limited (AJB) caused avoidable delays to the set-up of her annuity with it, leading to a financial loss. Mrs C is represented in her complaint. But I’ll only refer to her in my decision. What happened Mrs C’s late husband... (8 pages)View decision
