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-5006531
28 Oct 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5006531 The complaint Mr B complains that AA Underwriting Insurance Company Limited (the AA) settled a claim on his motor insurance policy as split liability. He wants it to change this to non-fault and refund the other half of his premium. What happened Mr B said another driver ha... (2 pages)View decision -
Decision Reference DRN-4552573
28 Oct 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-4552573 The complaint Mr S’s complaint is, in essence, that Shawbrook Bank Limited (‘Shawbrook’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ... (14 pages)View decision -
Decision Reference DRN-5030575
28 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5030575 The complaint Mr Y complains that Nationwide Building Society (Nationwide) blocked and closed his account. What happened Mr Y had an account with Nationwide. On 24 February 2024 an amount of money was transferred into Mr Y’s account. It was transferred out again on the same ... (3 pages)View decision -
Decision Reference DRN-4821257
28 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4821257 The complaint Mr and Mrs W complain that HSBC UK Bank Plc (‘HSBC’) won’t refund money they lost when they say they were the victims of a scam. What happened Mr and Mrs W say that in March 2019 they paid a cheque from their joint account with HSBC to a company I’ll call H in... (2 pages)View decision -
Decision Reference DRN-5084501
28 Oct 2024 U K Insurance Limited Not upheldInsuranceDRN-5084501 The complaint Mr S complains about the amount of compensation U K Insurance Limited (UKI) offered to make up for an issue with the value of his vehicle when it was deemed a total loss. What happened Mr S was contacted by UKI in May 2024 to let him know a previous claim he’d... (2 pages)View decision -
Decision Reference DRN-5065211
28 Oct 2024 Ageas Insurance Limited UpheldInsuranceDRN-5065211 The complaint Miss A complains about Ageas Insurance Limited’s (Ageas) handling of her claim for a damaged mobile phone handset, and the poor service she received, under her home contents insurance policy. What happened Miss A damaged her phone when accidently dropping it i... (4 pages)View decision -
Decision Reference DRN-5042030
28 Oct 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-5042030 The complaint Mr W complains that Inter Partner Assistance SA (IPA) declined his claim against his travel insurance policy. Reference to IPA includes its agents. What happened In summary, Mr W had a single trip travel insurance policy underwritten by IPA in relation to a tr... (4 pages)View decision -
Decision Reference DRN-5090840
28 Oct 2024 Aviva Life & Pensions UK Limited Not upheldMortgagesDRN-5090840 The complaint The estate of Ms T complains that Aviva Life & Pensions UK Limited mis-sold the late Ms T a lifetime mortgage. The estate also complains that Aviva has unfairly taken legal action to repossess the mortgaged property following Ms T’s death. The complaint is ... (4 pages)View decision -
Decision Reference DRN-5081494
28 Oct 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-5081494 The complaint Mr and Mrs C complain about how Clydesdale Bank Plc trading as Virgin Money dealt with an overpayment. What happened Mr and Mrs C had an offset mortgage with Virgin Money. The mortgage was on two-year tracker mortgage product. They contacted the bank to pay a l... (2 pages)View decision -
Decision Reference DRN-5109068
28 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5109068 The complaint Mrs P and Mr P are unhappy with several aspects of the service they received from Nationwide Building Society surrounding restrictions applied to their account. What happened Mrs P and Mr P found that they were unable to use their Nationwide debit card. They c... (3 pages)View decision
