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 366763 results
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Decision Reference DRN-4816688
24 May 2024 eToro (UK) Ltd UpheldInvestmentsDRN-4816688 The complaint Mr K complains that eToro didn’t pay him the correct entitlements when it sold his shares following a corporate action. He complains this caused him a financial loss for which he believes he is entitled to compensation. What happened Mr K held shares in Whiting Pe... (10 pages)View decision -
Decision Reference DRN-4815072
24 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4815072 The complaint Miss D complains that HSBC UK Bank Plc trading as first direct wouldn't allow her to raise a payment dispute without speaking to her further on the phone. What happened The details of this complaint are well known to both parties. But I've summarised the... (5 pages)View decision -
Decision Reference DRN-4815808
24 May 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4815808 The complaint Miss G complains that Great Lakes Insurance SE hasn’t fully settled a medical expenses claim she made on a travel insurance policy. What happened Miss G (and Mr A) held an annual travel insurance policy. In early January 2022, they flew to a country I’ll call T an... (4 pages)View decision -
Decision Reference DRN-4812507
24 May 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4812507 The complaint Miss H says Vanquis Bank Limited irresponsibly lent to her. What happened Miss H applied for a credit card from Vanquis in July 2018. Her application was accepted and Vanquis gave her a £1,000 credit limit. It increased this to £2,500 in October 2019 and to £3,750... (3 pages)View decision -
Decision Reference DRN-4813689
24 May 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4813689 The complaint Miss M complains that Marshmallow Insurance Limited unfairly declined her motor insurance claim after her car was stolen. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows; Miss M had a fully comprehensive m... (4 pages)View decision -
Decision Reference DRN-4810609
24 May 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4810609 The complaint Mr B and Ms B are complaining about the way Liverpool Victoria Insurance Company Limited (LV) has settled a claim they made on their buildings insurance policy. What happened Mr B and Ms B took out a buildings insurance policy through a broker to insure their high... (10 pages)View decision -
Decision Reference DRN-4813960
24 May 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4813960 The complaint B, a limited company, complains about the time Clydesdale Bank Plc trading as Virgin Money took to open its new savings account What happened The director of B explains that B had an existing savings account with Clydesdale holding a substantial balance. It applie... (3 pages)View decision -
Decision Reference DRN-4816123
24 May 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4816123 The complaint Mrs M complains about Lloyds Bank General Insurance Limited’s (Lloyds) handling of a subsidence claim made under her home insurance policy. Mrs M also complains that she’s been overcharged by Lloyds for her home insurance. Mrs M is being represented in this compla... (6 pages)View decision -
Decision Reference DRN-4815239
24 May 2024 Fleet Mortgages Ltd Not upheldMortgagesDRN-4815239 The complaint Mrs S complained that Fleet Mortgages Ltd took an unreasonable amount of time to renew her Buy To Let (“BTL”) mortgage. She said she paid a higher rate of interest for three months, and Fleet hadn’t refunded all the overpayment, or paid interest or compensation. W... (5 pages)View decision -
Decision Reference DRN-4816084
24 May 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4816084 The complaint Mr T complains that damage was caused to his home by Inter Partner Assistance SA’s (IPA) agent when they were carrying out repairs following a home emergency claim. Where I’ve referred to IPA, this also includes any actions or communication by agents acting on the... (2 pages)View decision
