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 367928 results
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Decision Reference DRN-5027641
8 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5027641 The complaint Mr E is complaining about U K Insurance Limited’s handling of his car insurance claim. What happened Mr E had a car insurance policy with U K Insurance Limited (UKI), and in June 2020 he made a claim following an accident. Mr E referred a complaint to the Finan... (4 pages)View decision -
Decision Reference DRN-5043662
8 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5043662 The complaint Ms G complains Bank of Scotland plc trading as Halifax unfairly closed her accounts. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Ms G held an Everyday Saver and Instant Access Sa... (2 pages)View decision -
Decision Reference DRN-5123220
8 Nov 2024 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-5123220 The complaint Mr M and Mrs M complain that Bank of Ireland (UK) Plc didn’t give them the information about their business loan they needed to make decisions about overpayments. What happened Mr M and Mrs M took a business loan from Bank of Ireland in 2015. Mr M says he tried... (3 pages)View decision -
Decision Reference DRN-5132053
8 Nov 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5132053 The complaint Mrs S is unhappy that National Savings and Investments won’t credit her reinvestment with an interest rate they incorrectly told her that she was guaranteed to receive. Mrs S was assisted in his interactions with NS&I by her husband, Mr S. However, for eas... (6 pages)View decision -
Decision Reference DRN-5132032
8 Nov 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5132032 The complaint Mr S is unhappy that National Savings and Investments won’t credit his reinvestment with an interest rate they incorrectly told him that he was guaranteed to receive. Mr S was assisted in his interactions with NS&I by his wife, Mrs S. However, for ease of ... (6 pages)View decision -
Decision Reference DRN-5070594
8 Nov 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5070594 The complaint Mrs B and Mr S have complained about the administration of a policy by Aviva Life & Pensions UK Limited. What happened The background to this complaint is known to the parties so it serves no purpose for me to repeat it in detail here. In summary Mrs B exper... (2 pages)View decision -
Decision Reference DRN-5129650
8 Nov 2024 Utility Warehouse Limited Not upheldInsuranceDRN-5129650 The complaint Mr and Mrs C complain that Utility Warehouse Limited did not renew a home emergency insurance policy. What happened Mr and Mrs C had their home energy supplied by Utility Warehouse and took out a home emergency policy alongside this. During 2023 they had corres... (2 pages)View decision -
Decision Reference DRN-5046206
8 Nov 2024 IG Markets Limited Not upheldInvestmentsDRN-5046206 The complaint Mr W has complained that information given on IG Markets Limited’s (‘IG’) webpage misled him regarding its procedure for short positions and delisted stock. He says he would like to be compensated for the costs he has incurred as he cannot close his position. ... (4 pages)View decision -
Decision Reference DRN-4880055
8 Nov 2024 Lendable Ltd UpheldConsumer CreditDRN-4880055 The complaint Mr G complains about the quality of a car he has been financing through an agreement with Lendable Ltd, trading as Autolend. What happened Mr G took receipt of a used car in September 2022. He financed the deal through a hire purchase agreement with Autolend. H... (3 pages)View decision -
Decision Reference DRN-5130773
8 Nov 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5130773 The complaint Mr T complains that Creation Consumer Finance Limited (‘Creation’) failed to locate a payment he made to settle his loan account. He says this has caused him financial loss as well as significant distress and inconvenience. Unless otherwise indicated, or stated... (4 pages)View decision
