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 370902 results
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Decision Reference DRN-4923432
30 Aug 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4923432 The complaint Mr and Mrs R have complained that Advantage Insurance Company Limited (‘Advantage’) declined their claim for damage following water leaks under their home insurance policy. For the avoidance of doubt, the term ’Advantage’ includes its agents and represntatives ... (4 pages)View decision -
Decision Reference DRN-4917280
30 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4917280 The complaint Mrs B complains Nationwide Building Society (“Nationwide”) refuses to refund her for a transaction on her account she says she didn’t authorise. She also complains of poor customer service and delays in Nationwide’s handing of her complaint. What happened Mrs B... (3 pages)View decision -
Decision Reference DRN-4993193
30 Aug 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4993193 The complaint Mrs W is unhappy with Bank of Scotland plc, trading as Halifax (Halifax). She says that due to her personal and financial circumstances Halifax needed to do more to help her with her credit card. Mrs W is also unhappy with how Halifax dealt with a Subject Acce... (8 pages)View decision -
Decision Reference DRN-4986314
30 Aug 2024 Armstrong Watson Financial Planning Limited UpheldInvestmentsDRN-4986314 The complaint Miss B complains about Armstrong Watson Financial Planning Limited (‘Armstrong Watson’). She says that some withdrawals were made from an investment without her authorisation. This was a joint investment, and the other policyholder made the withdrawals without ... (4 pages)View decision -
Decision Reference DRN-4956072
30 Aug 2024 U K Insurance Limited Not upheldInsuranceDRN-4956072 The complaint Mrs T complains UK Insurance Limited trading as Direct Line (UKI) unfairly accepted liability after a claim was made on her motor insurance policy. UKI are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the int... (3 pages)View decision -
Decision Reference DRN-4647187
30 Aug 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4647187 The complaint Mr M complains that PayPal (Europe) Sarl et Cie SCA has not met its obligations in regard to a payment towards flights. What happened In February 2022 Mr M wanted to fly to Moscow so he paid £95 to a travel arranger for it to book him ont... (3 pages)View decision -
Decision Reference DRN-4993238
30 Aug 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4993238 The complaint Miss M is being represented by solicitors. She’s complaining about Bank of Scotland plc trading as Halifax because she says it lent irresponsibly by allowing her to retain an overdraft facility that she used extensively over a prolonged period and resulted in h... (3 pages)View decision -
Decision Reference DRN-4877300
30 Aug 2024 esure Insurance Limited Not upheldInsuranceDRN-4877300 The complaint Mr L has complained about esure Insurance Limited. He isn’t happy that it offered a cash-in- lieu payment following a claim under his motor insurance policy and the way it dealt with his claim. What happened Mr L has had a representative advance this complaint... (4 pages)View decision -
Decision Reference DRN-4993226
30 Aug 2024 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-4993226 The complaint Miss A has complained about her let property insurer Ocaso SA, Compania de Seguros y Reaseguros regarding a delay to repairing her let flat when a second leak was found. What happened There was a leak found at Miss A’s flat in late 2021. Once the leak was fixe... (4 pages)View decision -
Decision Reference DRN-4818546
30 Aug 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-4818546 Complaint Miss S complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with her. She’s said the monthly payments to the agreement were unaffordable and so she shouldn’t have been accepted for it. Background In March 2021, S... (3 pages)View decision
