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 381195 results
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Decision Reference DRN7562055
8 Mar 2016 Markerstudy Insurance Company Limited Not upheldInsurance (excluding PPI)Mr A complains that Markerstudy Insurance Company Limited provided him with poor service after he made a claim on his motor insurance policy.background Mr A’s car was damaged and was driven to Markerstudy’s approved repairer for repairs. Shortly after he was told it was... (2 pages)View decision -
Decision Reference DRN9744763
8 Mar 2016 Santander Cards UK Limited UpheldBanking and creditMiss B complains that Santander Cards UK Limited is chasing her for payment on an item that she returned to the supplier due to it being faulty.backgroundIn 2008, Miss B acquired items of furniture using a fixed sum loan agreement. On delivery of the items one was d... (2 pages)View decision -
Decision Reference DRN3266091
8 Mar 2016 HSBC Bank plc Not upheldBanking and creditMr and Mrs D complain that HSBC Bank plc pressured them to consolidate existing debt and take out and provide security for a loan that was repayable on demand.To resolve this complaint Mr and Mrs D told us they wanted HSBC to:- hold off taking further action in re... (3 pages)View decision -
Decision Reference DRN4248966
8 Mar 2016 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Mrs P complains that the compensation Liverpool Victoria Insurance Company Limited (LV)has paid her for the way it handled her claim under her home insurance policy doesn’t reflect the trouble and upset she suffered.backgroundI issued a provisional decision on this complai... (4 pages)View decision -
Decision Reference DRN1647903
8 Mar 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Dr I complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy.backgroundDr I made a claim under her ‘Homecare’ policy on 4 September when the fridge/freezer in her tenanted property broke down.An engineer was bo... (2 pages)View decision -
Decision Reference DRN0700495
8 Mar 2016 HSBC Bank plc Not upheldBanking and creditMrs M and Mr S complain that HSBC Bank plc has treated them unfairly.backgroundMrs M complained to HSBC about the length of time it was taking to credit her account with monthly overseas cheques. She said she would close her account if she could clear her overdraft... (2 pages)View decision -
Decision Reference DRN9738679
8 Mar 2016 Santander UK Plc Not upheldBanking and creditMr A has complained that Santander UK Plc didn’t remove adverse information from his credit file in a timely manner.background Mr A had a default recorded on his credit file, which should have been removed in January 2014. Unfortunately it wasn’t removed until Septembe... (2 pages)View decision -
Decision Reference DRN9294226
8 Mar 2016 Guarantee Protection Insurance Limited Not upheldInsurance (excluding PPI)Mr D has complained about the decision of Guarantee Protection Insurance Limited (“GPI”) to decline his claim under an insurance backed buildings guarantee.backgroundIn 2008, Mr D had double glazed windows installed at his home. In 2015, he noticed that there was wat... (3 pages)View decision -
Decision Reference DRN3323647
8 Mar 2016 PayPal Sarl & Cie, SCA Not upheldBanking and creditMs N has complained that PayPal Sarl & Cie, SCA hasn’t processed a refund, and that she’s also having trouble using her account.backgroundMs N bought a pair of boots online, using her PayPal account. She’s explained that the boots weren’t as described, so she’d l... (1 page)View decision -
Decision Reference DRN0859034
8 Mar 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs M have complained about U K Insurance Limited (UKI) and the repairs it did at their home which took far longer than they should have done.backgroundMr and Mrs M had a water leak which affected the ground floor of their home. UKI took on repairs but Mr ... (5 pages)View decision
