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 366350 results
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Decision Reference DRN-4856874
7 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4856874 The complaint Ms S complains that Nationwide Building Society did not allow her to add funds to her new savings bond. What happened Ms S says she visited a branch of Nationwide on 28 September 2023 to open a one-year bond and was told it would be opened in a few days. She s... (2 pages)View decision -
Decision Reference DRN-5013227
7 Oct 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5013227 The complaint Miss L complains that J.P. Morgan Europe Limited (which I’ll refer to as Chase) blocked and then closed her account without telling her why. What happened Miss L held an account with Chase. On 1 February 2024 Chase placed restrictions on the account, effectivel... (2 pages)View decision -
Decision Reference DRN-4833079
7 Oct 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4833079 The complaint Mr H complains that Acromas Insurance Company Limited (Acromas) declined her claim on the Parts and Garage optional extra, of her roadside assistance motor insurance policy. What happened Mr H was registered as the new owner of the car on 24 December 2023. He ... (3 pages)View decision -
Decision Reference DRN-4997423
7 Oct 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4997423 The complaint Mr and Mrs H complain about their travel insurance policy underwritten by Liverpool Victoria Insurance Company Limited (LV). What happened In summary, Mr and Mrs H had an annual travel insurance policy with LV which started on 20 October 2022 and ended on 19 O... (3 pages)View decision -
Decision Reference DRN-4785793
7 Oct 2024 Time Broker Finance Limited UpheldConsumer CreditDRN-4785793 The complaint Mr I complains that Time Broker Finance Limited (“Time”) didn’t let him know that a hire agreement was going to be automatically renewed. What happened In July 2018 Mr I entered into a hire agreement, as a sole trader, for the hire of an ice cream machine. The ... (2 pages)View decision -
Decision Reference DRN-5031469
7 Oct 2024 Santander UK Plc UpheldMortgagesDRN-5031469 The complaint Mr and Mrs S complain that when they asked Santander UK Plc to port their Buy To Let (“BTL”) mortgage to a new property, it initially agreed, but then reduced the amount it would lend at a late stage. Mr and Mrs S said that meant the purchase fell through. What... (3 pages)View decision -
Decision Reference DRN-5065618
7 Oct 2024 Ageas Insurance Limited UpheldInsuranceDRN-5065618 The complaint Mrs S has complained that Ageas Insurance Limited (Ageas) unfairly dealt with a claim under a home insurance policy. What happened Mrs S’s home was broken into and jewellery and other items were stolen. Mrs S contacted Ageas to make a claim. Ageas asked Mrs S ... (5 pages)View decision -
Decision Reference DRN-5065307
7 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5065307 The complaint A company, which I’ll refer to as C, complains that HSBC UK Bank Plc caused C inconvenience when requesting Know Your Customer documents. Mr P, who is a director of C, brings the complaint on C’s behalf. What happened C had an account with HSBC. In February, Ma... (3 pages)View decision -
Decision Reference DRN-4988792
7 Oct 2024 Protector Insurance UK UpheldInsuranceDRN-4988792 The complaint Mr B complains that Protector Insurance UK has treated him unfairly when handling a claim made in relation to his property. What happened Mr B is a leaseholder of a flat. The buildings insurance is provided by the freeholder with Mr B being eligible to benefit ... (5 pages)View decision -
Decision Reference DRN-4857627
7 Oct 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4857627 The complaint Miss W complains about the quality of a car she has been financing through an agreement with Zopa Bank Limited (Zopa). What happened Miss W took receipt of a used car in August 2022. She financed the deal through an agreement with Zopa. At the point of supply t... (2 pages)View decision
