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 365360 results
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Decision Reference DRN-4661549
11 Apr 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4661549 The complaint Mr and Mrs C complain about Aviva Insurance Limited (Aviva) poor service and delay, following a claim under his home emergency policy. Any reference to Aviva includes its agents. What happened Mr and Mrs C held a home emergency policy with Aviva, which covered boi... (3 pages)View decision -
Decision Reference DRN-4691435
11 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4691435 The complaint Mr M says Santander UK Plc (“Santander”) should not have provided him with an overdraft or limit increases as they were not affordable. He says Santander continued charging him excessive amounts for the overdraft when he was in financial difficulty. What happened ... (3 pages)View decision -
Decision Reference DRN-4659065
11 Apr 2024 MoneyGram International Limited Not upheldBanking and PaymentsDRN-4659065 The complaint Mr L complains that MoneyGram International Limited failed to use a “key reference“ when transferring money. What happened Mr L says he made two payments in August 2023 to a foreign account using MoneyGram. He says it should have requested the recipient use a “key... (2 pages)View decision -
Decision Reference DRN-4719676
11 Apr 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4719676 The complaint Mrs H complains about the price charged by Ageas Insurance Limited (“Ageas”) to renew her home insurance policy. What happened Mrs H received a quote to renew her policy which she says was significantly higher than what she’d paid the previous year. Mrs H complain... (3 pages)View decision -
Decision Reference DRN-4486595
11 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4486595 The complaint Mrs T complains that Bank of Scotland plc, trading as Halifax, lent to her irresponsibly. What happened In 2019 Halifax provided Mrs T with a credit card account with a limit of £4,300. Following sustained difficulties for her in managing the account, Halifax ulti... (2 pages)View decision -
Decision Reference DRN-4655466
11 Apr 2024 Zurich Assurance Ltd UpheldInsuranceDRN-4655466 The complaint Mr B complains about the way Zurich Assurance Ltd has handled a claim he made on a group income protection insurance policy. Mr B is represented by Ms M. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary... (4 pages)View decision -
Decision Reference DRN-4669474
11 Apr 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4669474 The complaint Mrs R is not satisfied with Hargreaves Lansdown Asset Management Limited (‘HLAM’). She says the customer service doesn’t meet her requirements. She has found the security procedures difficult to use and she has been provided information by HLAM that she thinks is ... (3 pages)View decision -
Decision Reference DRN-4698247
11 Apr 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4698247 The complaint Miss I complains that Lloyds Bank PLC (‘Lloyds’) irresponsibly granted her credit on a credit card that she couldn’t afford to repay. What happened In October 2010 Miss I took out a credit card with Lloyds. Her credit limit was later increased on various occasions... (2 pages)View decision -
Decision Reference DRN-4729803
11 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4729803 The complaint Mrs W complains that Santander UK Plc (‘Santander’) won’t refund the money she lost after falling victim to a scam. What happened In November 2022, Mrs W was interested in getting solar panels installed and placed a job advert on an online services marketplace. Mr... (5 pages)View decision -
Decision Reference DRN-4652095
11 Apr 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4652095 The complaint Mr and Mrs H complain about Advantage Insurance Company Limited (Advantage) handling of their claim under their home insurance policy. Any reference to Advantage includes its agents. What happened Mr and Mrs H held a home insurance policy with Advantage. Following... (3 pages)View decision
