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 370149 results
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Decision Reference DRN-5277395
22 Jan 2025 Lloyd and Whyte (Financial Services) Limited UpheldInsuranceDRN-5277395 The complaint Mr and Mrs P are unhappy with the way Lloyd and Whyte (Financial Services) Limited sold and renewed their home insurance policy. What happened Mr and Mrs P took out a home insurance policy through a broker in 2012 and renewed it with them each year up to 2022. ... (4 pages)View decision -
Decision Reference DRN-5249176
22 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5249176 The complaint Mr G complains that NewDay Ltd lent irresponsibly when it approved two credit card applications he made and then increased the credit limits. What happened Mr G applied for a Marbles credit card with NewDay in November 2015. In his application, Mr G said he wa... (3 pages)View decision -
Decision Reference DRN-5272198
22 Jan 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5272198 The complaint Miss H1 and Miss H2 complain because AXA PPP Healthcare Limited (‘AXA PPP’) declined claims made under a private medical insurance policy and retrospectively added exclusions to the policy. Miss H1 and Miss H2’s complaint has been brought to us by a representat... (6 pages)View decision -
Decision Reference DRN-5266144
22 Jan 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5266144 The complaint Mr P is unhappy that Skipton Building Society (“SBS”) wouldn’t update his grandchildren’s passbooks when he took them into branch. What happened Mr P went into an SBS branch and asked them to update the account passbooks for accounts held by his adult grandchil... (2 pages)View decision -
Decision Reference DRN-5272471
22 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5272471 The complaint Mr E complains that Bank of Scotland Plc trading as Halifax (‘Halifax’) charged him interest on his credit card account when he wasn’t expecting it. Mr E wants an independent review of Halifax’s terms and conditions and a refund of the interest charged. He’d l... (4 pages)View decision -
Decision Reference DRN-5018546
22 Jan 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5018546 The complaint Mr P complains about how Scottish Widows Limited handled his pension transfer. What happened Mr P contacted Scottish Widows in advance to discuss a transfer he wanted to make out of his pension fund to another provider. He told Scottish Widows that he didn’t want ... (4 pages)View decision -
Decision Reference DRN-5169979
22 Jan 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5169979 The complaint Mr Y complains about how PayPal UK Ltd has dealt with a claim for an item he purchased that wasn’t as described. What happened In February 2024 Mr Y made a purchase online, which he paid for using PayPal. In March 2024, he told PayPal that the item he’d receive... (2 pages)View decision -
Decision Reference DRN-5271474
22 Jan 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5271474 The complaint Mrs E and Mr E are unhappy with the decision made by Liverpool Victoria Insurance Company Limited (trading as LV) following a claim for escape of water under their home insurance policy. Mr E and Mrs E are both parties to this complaint. Mrs E primarily dealt ... (5 pages)View decision -
Decision Reference DRN-5245143
22 Jan 2025 Connells Limited Not upheldMortgagesDRN-5245143 The complaint This complaint is about a new fixed rate product Miss H and Mr S arranged on their mortgage via IMH, the trading name of a mortgage broker firm that is part of Connells Limited. The essence of the complaint is that having arranged the new product approximately... (2 pages)View decision -
Decision Reference DRN-5207289
22 Jan 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5207289 The complaint Mr B complains that Advantage Insurance Company Limited settled his motorcycle theft claim on a proportional basis. What happened Mr B took out an insurance policy with Advantage to insure his motorcycle in September 2023. In March 2024, his motorcycle was unf... (5 pages)View decision
