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 365917 results
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Decision Reference DRN-4944582
30 Sep 2024 I Go 4 Ltd. Not upheldInsuranceDRN-4944582 The complaint Miss R complains about I Go 4 Ltd’s (“IGO4”) handling of her motor insurance renewal. She feels the price quoted was too high and she wasn’t given sufficient notice of the renewal. What happened Miss R had a policy which was arranged by IGO4, acting as a broke... (2 pages)View decision -
Decision Reference DRN-5050917
30 Sep 2024 Equifax Limited UpheldConsumer CreditDRN-5050917 The complaint Mr A complains about third party information as well as incorrect information showing on his Equifax Limited credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In April 2023, M... (3 pages)View decision -
Decision Reference DRN-5018718
30 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5018718 The complaint Ms J complains that HSBC UK Bank Plc (HSBC) have created two profiles for her. She says that has created confusion about the amount outstanding on her account. What happened Ms J opened a new credit card account with HSBC in June 2023. She transferred balances ... (2 pages)View decision -
Decision Reference DRN-5025633
30 Sep 2024 Santander UK Plc Not upheldMortgagesDRN-5025633 The complaint Mr B complains that Santander UK Plc restricted access to his mortgage online without telling him, failed to supply mortgage statements he wanted, and then sent him statements with his ex-partners details. What happened This complaint deals with a joint mortgag... (3 pages)View decision -
Decision Reference DRN-5011707
30 Sep 2024 Liverpool Victoria Financial Services Limited UpheldPensions and AnnuitiesDRN-5011707 The complaint Mr D has complained about the delays in transferring his pension held with Liverpool Victoria Financial Services Limited (‘LV’) to Legal and General (‘L&G’) to purchase an annuity. Mr D has stated that delays caused by LV resulted in a quoted annuity rate e... (5 pages)View decision -
Decision Reference DRN-5050460
30 Sep 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5050460 The complaint Mr B says that after he made a claim on his motor insurance policy when his car was written- off, Liverpool Victoria Insurance Company Limited (‘LV’) didn’t settle it properly. What happened Mr B’s car was on a lease arrangement whereby he paid a lease firm (‘... (3 pages)View decision -
Decision Reference DRN-4992897
30 Sep 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4992897 The complaint Mr D has complained that Admiral Insurance (Gibraltar) Limited declined a claim he made under his home insurance policy. Reference to Admiral includes its agents and representatives. What I’ve decided – and why I’ve considered all the available evidence and a... (2 pages)View decision -
Decision Reference DRN-4713824
30 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4713824 The complaint Mr H complains that Monzo Bank closed his account without providing a proper explanation. Mr H is also unhappy about how Monzo handled his complaint. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a... (3 pages)View decision -
Decision Reference DRN-4983151
30 Sep 2024 The Co-operative Bank Plc UpheldMortgagesDRN-4983151 The complaint Mr and Mrs P say that The Co-operative Bank Plc (“Co-op”) gave them wrong advice about when they could make an overpayment to their mortgage. They want Co-op to backdate their payment to the first possible point when it could have been made. What happened Whils... (3 pages)View decision -
Decision Reference DRN-5017896
30 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5017896 The complaint Ms G complains that Bank of Scotland plc (BoS) was irresponsible in its lending to her. She wants the charges and fees applied to her account refunded and any adverse information removed from her credit file. What happened Ms G applied for a BoS credit card in ... (2 pages)View decision
