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 361839 results
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Decision Reference DRN-4331254
26 Mar 2024 Andrew Smith Not upheldInsuranceDRN-4331254 The complaint Mr V and Mrs V, trading as a company who I will refer to as A, have complained about the service they received from their loss assessor Andrew Smith trading as Citrus Funding (who I will refer to as ‘C’) in connection with their buildings insurance claim. C appoin... (5 pages)View decision -
Decision Reference DRN-4416155
26 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4416155 The complaint Miss G complains that National Westminster Bank Plc are holding her to the terms of a loan she says she didn’t apply for, that they allowed unauthorised payments from her account, failed to identify suspicious activity and kept her account blocked longer than they... (5 pages)View decision -
Decision Reference DRN-4489114
26 Mar 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4489114 The complaint Mr W complains TSB Bank plc (TSB) unfairly refused to refund direct debits he had cancelled. What happened Mr W says in December 2022 he cancelled his subscription with a TV and telecommunications provider (Y). Mr W says he contacted TSB in May 2023 as a number of... (2 pages)View decision -
Decision Reference DRN-4659175
26 Mar 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4659175 The complaint Mr D complains about Aviva Insurance Limited withdrawing cover under his legal expenses insurance policy. Where I refer to Aviva, I include the agents who handled Mr D’s claim on their behalf. What happened Mr D had legal expenses insurance (LEI) with Aviva. In Ju... (5 pages)View decision -
Decision Reference DRN-4517707
26 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4517707 The complaint Mr M is complaining about HSBC UK Bank Plc following a series of events that led to his debt being sold to a debt collection company. He believes this happened because HSBC didn’t update his address when he moved and he’s concerned the amount has increased signifi... (3 pages)View decision -
Decision Reference DRN-4703881
26 Mar 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4703881 The complaint Mrs H has complained about the amount Liverpool Victoria Insurance Company Limited (LV) has paid in settlement of a claim for subsidence damage to her property. What happened There have been several businesses involved in Mrs H’s claim and complaint, acting as rep... (5 pages)View decision -
Decision Reference DRN-4576486
26 Mar 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4576486 The complaint Mr C complains AXA Insurance UK Plc unfairly declined his contents insurance claim. AXA’s been represented by an agent for the claim. For simplicity I’ve referred to the agent’s actions as being AXA’s own. What happened In late 2021 Mr C went abroad on holiday. He... (4 pages)View decision -
Decision Reference DRN-4416088
26 Mar 2024 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-4416088 The complaint Miss G complains that Bank of Ireland (UK) Plc (BOI) are holding her to the terms of a loan agreement that she says she didn’t enter into. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview... (4 pages)View decision -
Decision Reference DRN-4673945
26 Mar 2024 Soteria Insurance Limited Not upheldInsuranceDRN-4673945 The complaint Mr G complains Soteria Insurance Limited (Soteria) did not make satisfactory repairs to his bathroom after he made a claim on his home buildings insurance policy. He also complains Soteria unfairly concluded that water damage to the adjoining property was a separa... (3 pages)View decision -
Decision Reference DRN-4321711
26 Mar 2024 Spreadex Limited Not upheldInvestmentsDRN-4321711 The complaint Mr L complains that Spreadex Limited failed to safeguard him against problem gambling. He’s also raised some more specific concerns about having to commit additional funds to place bets and accruing debt despite having a credit facility available to him. What happ... (4 pages)View decision
