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 365360 results
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Decision Reference DRN-4607585
20 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4607585 The complaint Mr S complains that Bank of Scotland plc, trading as Halifax, didn’t do enough to protect him when he fell victim to a scam. What happened Mr S fell victim to a job scam. He was led to believe that he’d receive commission for completing tasks. But, as part of t... (2 pages)View decision -
Decision Reference DRN-5028189
20 Sep 2024 Dignity Funerals Limited UpheldFuneral Planning ServicesDRN-5028189 The complaint Mrs C’s complained – on behalf of her late father, Mr C’s, estate – that Dignity Funerals Limited didn’t deliver Mr C’s pre-paid funeral plan in accordance with his wishes. What happened Mr C bought a pre-paid funeral plan from Dignity in 2016. He paid the full... (2 pages)View decision -
Decision Reference DRN-5024547
20 Sep 2024 QIC Europe Ltd UpheldInsuranceDRN-5024547 The complaint Ms M complains QIC Europe Ltd [“QIC”] has unfairly settled a claim she’s made on her equine insurance policy for some treatment for her horse’s laminitis. What happened QIC is the underwriter of this policy and so it’s responsible for this complaint about the w... (3 pages)View decision -
Decision Reference DRN-4964930
20 Sep 2024 Arthur J. Gallagher Insurance Brokers Limited Not upheldInsuranceDRN-4964930 The complaint I, a company, complains about Arthur J. Gallagher Insurance Brokers Limited’s (‘AJG’) conduct when acting as its broker of business protection insurance. I’s complaint is brought by Mr A on its behalf, but I shall refer to all submissions as being I’s own for e... (4 pages)View decision -
Decision Reference DRN-4846673
20 Sep 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4846673 The complaint Mr P complains that Lloyds Bank PLC (“Lloyds”) recalculated the repayments on his fixed rate mortgage. What happened In August 2022 Mr P got a repayment mortgage with Lloyds. The mortgage had a fixed rate product that applied until May 2032. After the initial m... (5 pages)View decision -
Decision Reference DRN-4865721
20 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4865721 The complaint Mr M complains HSBC UK Bank Plc (“HSBC”) closed his account - held jointly with his mother - without his consent. He also complains that HSBC provided poor service. Mr M says that the closure led to regular payments being missed, leading to threatening letters ... (2 pages)View decision -
Decision Reference DRN-4722741
20 Sep 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-4722741 The complaint Miss D complains that PayPal UK Ltd (PayPal) should have done more to help her as she was in financial difficulty. What happened In March 2016 Miss D applied for a credit card with PayPal. The credit card application was approved with a credit limit of £2,000. ... (3 pages)View decision -
Decision Reference DRN-5027068
20 Sep 2024 TSB Bank plc UpheldBanking and PaymentsDRN-5027068 The complaint Mr W complains that TSB Bank plc failed to provide him with appropriate passcodes so that he could do his banking from abroad. What happened In October 2023 Mr W travelled abroad to be with his daughter. He has since made this a permanent arrangement. Before he... (4 pages)View decision -
Decision Reference DRN-4775872
20 Sep 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4775872 The complaint Mr W complains about the actions of Wise Payments Limited when he lost money to a scam. Mr W is being represented by a claims management company but for ease I’ll only refer to Mr W. What happened In September 2023 Mr W was contacted out of the blue via a mes... (4 pages)View decision -
Decision Reference DRN-4929026
20 Sep 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4929026 The complaint Mr and Mrs P complain about how Inter Partner Assistance SA (“IPA”) handled a claim they made on their home emergency insurance policy. IPA are the underwriters of this policy, i.e. the insurer. Part of this complaint concerns the actions of t... (4 pages)View decision
