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-4650441
11 Apr 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4650441 The complaint Mr M complains about the way British Gas Insurance Limited (BG) handled a claim he made under his home emergency policy. Any reference to BG includes its agents. What happened On 17 January 2022, Mr M reported a leak in his property to BG, which was affecting the ... (3 pages)View decision -
Decision Reference DRN-4694651
11 Apr 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4694651 The complaint Mrs R and Mrs R are not satisfied with Hargreaves Lansdown Asset Management Limited (‘HLAM’). Mrs R 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 s... (3 pages)View decision -
Decision Reference DRN-4551799
11 Apr 2024 etika Finance UK Limited Not upheldConsumer CreditDRN-4551799 The complaint Mr O complains about how ETIKA FINANCE UK LIMITED dealt with the administration of his loan account and the handling of his subsequent complaint. What happened By February 2023, Mr O was experiencing financial difficulty and was struggling to make his loan payment... (2 pages)View decision -
Decision Reference DRN-4647457
11 Apr 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4647457 The complaint Mr D has complained that The Royal Bank of Scotland Plc, previously trading as Child & Co (“RBS”), didn’t provide any support to him when he tried to downgrade his fee-paying packaged account to a fee-free account. Mr D says he wanted to do this as he was expe... (8 pages)View decision -
Decision Reference DRN-4658196
11 Apr 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4658196 The complaint Ms C complains about Lloyds Bank General Insurance Limited (Lloyds) handling and settlement figure offered, for her claim under her home insurance policy. Any reference to Lloyds includes its agents. What happened I don’t propose to outline the full details of the... (3 pages)View decision -
Decision Reference DRN-4566780
11 Apr 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4566780 The complaint Miss C complains Nationwide Building Society gave her poor customer service and they gave her misleading information which led her to being charged interest on her credit card. What happened Miss C says she switched her current account to Nationwide, and as part o... (2 pages)View decision -
Decision Reference DRN-4733142
11 Apr 2024 ReAssure Life Limited Not upheldInsuranceDRN-4733142 The complaint Mr D and Mrs C complain on behalf of the estate of Mrs R about the service provided by ReAssure Life Limited, referred to as “ReAssure” or “the business”. In short, they say that given Mrs R’s age and vulnerability ReAssure didn’t act in her best interests by allo... (4 pages)View decision -
Decision Reference DRN-4734426
11 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4734426 The complaint Mr T complains that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions UK LLP) failed to conduct adequate due diligence on both his adviser and selected investment when it accepted his application to open a self-invested personal pension (‘SIPP’... (20 pages)View decision -
Decision Reference DRN-4699338
11 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4699338 The complaint Mr W complains that Bank of Scotland plc (trading as Halifax) won’t refund all of the money he lost when he was the victim of a scam. What happened Mr W was looking to buy a motorhome. He found one that met his needs on a well-known online marketplace which specif... (3 pages)View decision -
Decision Reference DRN-4716826
11 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4716826 The complaint Miss H complains about esure Insurance Limited (“EIL”) and their delay in paying her outstanding car finance, as part of the motor insurance claim she made. Miss H also complains about the service EIL provided her during this claim, setting out the impact this has... (5 pages)View decision
