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 363152 results
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Decision Reference DRN-5056121
4 Oct 2024 Amtrust Europe Limited UpheldInsuranceDRN-5056121 The complaint Mr S complains about Amtrust Europe Limited (“Amtrust”) for the way it handled his boiler breakdown at his holiday home. He wants Amtrust to increase its offer of compensation for his distress and inconvenience. What happened Mr S owns a holiday home, not far f... (3 pages)View decision -
Decision Reference DRN-3977540
4 Oct 2024 Finteractive Ltd UpheldInvestmentsDRN-3977540 The complaint Mr D complains that Finteractive Ltd let him open a CFD trading account when it shouldn’t have done. He says Finteractive encouraged him to deposit money he couldn’t afford. He says it encouraged him to place trades which resulted in him losing around £20,000. ... (4 pages)View decision -
Decision Reference DRN-4658956
4 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4658956 The complaint Mr B complains that HSBC UK Bank PLC (“HSBC”) failed to help him recover money he paid for a pilot training course following the liquidation of the supplier. What happened Between 9 January 2021 and 8 September 2021, Mr B made nine separate transactions totalli... (3 pages)View decision -
Decision Reference DRN-4981707
4 Oct 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4981707 The complaint Mr W has complained about the way his commercial motor insurer, Haven Insurance Company Limited (‘Haven’) dealt with a claim he made on his policy. Haven is the underwriter of this policy i.e. the insurer. During the claim Mr W also dealt with other businesses... (5 pages)View decision -
Decision Reference DRN-4731331
4 Oct 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4731331 The complaint Mr E complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance, won’t refund him for a watch he bought. What happened In July 2023 Mr E used finance (a Fixed Sum Loan Agreement) provided by Mitsubishi HC Capital... (3 pages)View decision -
Decision Reference DRN-4976268
4 Oct 2024 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-4976268 The complaint Ms J has complained about a number of issues connected with her mortgages with The Royal Bank of Scotland Plc (RBS). This complaint relates to RBS adding legal fees to her mortgage account following repossession action. What happened Ms J has raised numerous is... (2 pages)View decision -
Decision Reference DRN-5006405
4 Oct 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5006405 The complaint Miss H complains that Casualty & General Insurance Company (Europe) Ltd deducted two excess payments when she made a claim on her pet insurance policy. What happened In January 2024, Miss H took her dog to the vet when it was unwell. The dog was diagnosed w... (2 pages)View decision -
Decision Reference DRN-5059940
4 Oct 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5059940 The complaint Miss J and Mr J complaint about Accredited Insurance (Europe) Ltd (“Accredited”) for declining their claim for storm damage to their home, along with failings in customer service. They want Accredited to settle the claim in line with the policy terms. What hap... (3 pages)View decision -
Decision Reference DRN-5050558
4 Oct 2024 Paragon Bank Plc UpheldBanking and PaymentsDRN-5050558 The complaint Mrs M complains that funds she had intended for her 2022/2023 ISA subscription allowance were instead applied to her 2023/2024 allowance by Paragon Bank Plc. What happened Mrs M has said that on 3 April 2023, shortly before the end of the 2022/2023 tax year, sh... (5 pages)View decision -
Decision Reference DRN-4876890
4 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4876890 The complaint Mr G complains that National Westminster Bank Plc failed in its duty of care to him by allowing him to make a number of payments. What happened In February 2023, Mr G received a large sum of money into his account. In the weeks that followed he spent the majori... (2 pages)View decision
