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-5182039
10 Dec 2024 HDI Global Specialty SE UpheldInsuranceDRN-5182039 The complaint Mr and Mrs P complain that HDI Global Specialty SE (“HDI”) unfairly declined a claim they made under their home insurance policy for subsidence related damage to their property. What happened In 2021, Mr and Mrs P noticed cracking in the walls of their conserva... (3 pages)View decision -
Decision Reference DRN-5146868
10 Dec 2024 Barclays Bank Plc UpheldBanking and PaymentsDRN-5146868 The complaint Miss W complains that Barclays Bank Plc trading as Barclaycard provided incorrect advice when it told her to cancel her direct debit. She says that as a result she’s missed payments and has incurred interest and charges. Miss W is also unhappy that the Barclayc... (3 pages)View decision -
Decision Reference DRN-5202845
10 Dec 2024 Wakam Not upheldInsuranceDRN-5202845 The complaint Mr W complains that he’s been overcharged for his pet insurance policy since mid-2022. Mr W’s current policy is underwritten by Wakam. There was a different insurer that underwrote the policy before September 2023. Whilst there was a change of insurer during t... (3 pages)View decision -
Decision Reference DRN-5055045
10 Dec 2024 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5055045 The complaint Mr B complains that Brent Shrine Credit Union Limited trading as My Community Bank (“My Community Bank”) is holding him liable for the debt on a loan which he says he neither applied for nor consented to. What happened The background to this complaint is well ... (2 pages)View decision -
Decision Reference DRN-4912853
10 Dec 2024 Northern Bank Limited UpheldBanking and PaymentsDRN-4912853 The complaint Miss M has complained that Northern Bank Limited (trading as Danske Bank) won’t refund the money she lost after falling victim to a scam. What happened Miss M received a falsified text message about a missed parcel delivery. She clicked the link and entered her... (4 pages)View decision -
Decision Reference DRN-5200882
10 Dec 2024 TSB Bank plc Not upheldMortgagesDRN-5200882 The complaint Mr and Mrs B complain about the way their mortgage with TSB Bank plc is arranged. They consider that TSB is acting inflexibly to maximise the amount it can charge in fees. What happened In 2016, TSB recommended a mortgage to Mr and Mrs B. It had a fixed rate un... (4 pages)View decision -
Decision Reference DRN-5161652
10 Dec 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5161652 The complaint Mr C complains that Domestic & General Insurance Plc (“D&G”) unfairly cancelled his electronic device insurance policies. What happened Mr C has a daughter with autism. On about 18 May 2020, Mr C took out a D&G electronic device policy. On about ... (2 pages)View decision -
Decision Reference DRN-5191541
10 Dec 2024 Personal Touch Financial Services Ltd Not upheldInvestmentsDRN-5191541 The complaint Ms M is unhappy with the advice she says she received in 2012 to re-mortgage her home to invest in Harlequin properties in the Dominican Republic. She says the advice was given to her by Mr O who worked for The Mortgage Company (“TMC”) which was an appointed re... (9 pages)View decision -
Decision Reference DRN-5110577
10 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5110577 The complaint Mr F and Miss W complain of the difficulties they faced in obtaining additional borrowing from Bank of Scotland plc trading as Halifax. What happened Mr F and Miss W spoke with a mortgage advisor in August 2024 about additional borrowing on their mortgage. Hali... (2 pages)View decision -
Decision Reference DRN-5194831
10 Dec 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5194831 The complaint Mr B complains that Lloyds Bank General Insurance Limited (Lloyds) incorrectly renewed his home insurance policy and deducted two premiums. What happened In 2022 Mr B took out policy with Lloyds effective from 2 January 2023. In November 2023 Lloyds sent rene... (2 pages)View decision
