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 360982 results
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Decision Reference DRN-4417196
23 Feb 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4417196 The complaint Mrs and Mr G complain that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim under their home contents insurance policy. What happened The circumstances of this complaint are well known to both parties, so I’ll only summarise them here. ... (3 pages)View decision -
Decision Reference DRN-4577615
23 Feb 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4577615 The complaint Mrs H, on behalf of Company N, is unhappy Metro Bank PLC (“Metro”), won’t refund the money she lost whereby she sent money to an account held at Metro that she considers was as a result of an authorised push payment (“APP”) scam. What happened The details and fact... (5 pages)View decision -
Decision Reference DRN-4504088
23 Feb 2024 Nationwide Building Society UpheldInvestmentsDRN-4504088 The complaint Mr G has complained about Nationwide Building Society’s (Nationwide’s) role in delays he experienced when transferring an Individual Savings Account (ISA) to them. What happened Mr G held ISA and savings accounts with Nationwide, as well as an ISA with a third-par... (2 pages)View decision -
Decision Reference DRN-4561068
23 Feb 2024 Skyfire Insurance Company Limited Not upheldInsuranceDRN-4561068 The complaint Mr B has complained that Skyfire Insurance Company Limited has unreasonably refused to accept his No Claims Discount (NCD) and increased his premium for his motor policy. What happened Mr S bought his policy through an aggregator website and declared he had seven ... (2 pages)View decision -
Decision Reference DRN-4327186
23 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4327186 The complaint Mr C complains that Santander UK Plc (‘Santander’) didn’t do enough to help him with a dispute about two payments taken from his current account. What happened Mr C entered into agreements with separate merchants to hire cars on two occasions in late 2022. He then... (5 pages)View decision -
Decision Reference DRN-4433390
23 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4433390 The complaint A company I’ll call M complains that HSBC UK Bank PLC (HSBC) blocked then closed its account, before recalling its Bounce Back Loan (BBL). HSBC also used part of the account balance to offset against the BBL and retained the rest of the funds in the account. To pu... (3 pages)View decision -
Decision Reference DRN-4587728
23 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4587728 The complaint Mr F complains about how Admiral Insurance (Gibraltar) Limited settled a claim he made on his motor insurance policy. Reference to Admiral, where appropriate, includes its agents. What happened Mr F holds a motor insurance policy with Admiral. Following an acciden... (2 pages)View decision -
Decision Reference DRN-4516874
23 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4516874 The complaint Two linked companies, that I’ll refer to as U1 and U2, complain about the decision of Aviva Insurance Limited to avoid their commercial insurance policy and decline their claim. What happened The following is intended as a brief summary of events. Additionally, wh... (3 pages)View decision -
Decision Reference DRN-4375758
23 Feb 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4375758 The complaint Mr and Mrs W have complained that Vacation Finance Limited (“VFL”) needed to pay compensation arising out of the sale of a holiday product bought using a VFL loan. What happened In November 2016, Mr and Mrs W took out a membership with a holiday product supplier (... (4 pages)View decision -
Decision Reference DRN-4299664
23 Feb 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4299664 The complaint Mr C complains Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (Novuna) irresponsibly entered a fixed term loan agreement with him because it failed to carry out reasonable and proportionate checks to ensure he could affordably make the repayments.... (4 pages)View decision
