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 364862 results
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Decision Reference DRN-4682852
2 Apr 2024 Argos Limited Not upheldInsuranceDRN-4682852 The complaint Mr K has complained that Argos Limited (Argos) mis-sold him a warranty. What happened Mr K bought a food appliance online on the Argos website and, at the same time, bought a warranty for it. Mr K later complained. He said the policy was described as a three-year ... (2 pages)View decision -
Decision Reference DRN-4559222
2 Apr 2024 West Bromwich Building Society UpheldBanking and PaymentsDRN-4559222 The complaint Mr M complains he was charged penalty interest on a fixed rate ISA from West Bromwich Building Society trading as the West Brom (WB). What happened Mr M opened a five-year fixed rate ISA with WB in August 2022. In June 2023, the balance was £30,170.97. The intere... (4 pages)View decision -
Decision Reference DRN-4669030
2 Apr 2024 Society of Lloyd's UpheldInsuranceDRN-4669030 The complaint Mr H has complained about the way Society of Lloyd’s (SOL) handled two claims under his Taxi insurance policy. He’s also complained that SOL refused to renew his policy. Mr H’s policy is underwritten by a syndicate at SOL, but for the sake of ease I’ve referred to... (4 pages)View decision -
Decision Reference DRN-4617657
2 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4617657 The complaint Mr S, director of B Ltd, complains on its behalf that Barclays Bank UK Plc mismanaged its overdraft and then unfairly closed its account. What happened B Ltd had an overdraft facility with Barclays of £25,000. On 14 January 2022, Barclays paid a direct debit of £5... (4 pages)View decision -
Decision Reference DRN-4698475
2 Apr 2024 Patrick O'Donovan Financial Solutions Ltd UpheldMortgagesDRN-4698475 The complaint This complaint is about the service Mr F received when he made what turned out to be an abortive mortgage application through Patrick O’Donovan Financial Solutions Ltd (“POD”). What happened In what follows, I have summarised events in rather less detail than the... (3 pages)View decision -
Decision Reference DRN-4705221
2 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4705221 The complaint Miss H complains about Aviva Insurance Limited (Aviva) declining a claim under her home insurance policy for damage to the roof of her property. Aviva use agents to administer the policy and to assess claims. References to Aviva include these agents. This decision... (7 pages)View decision -
Decision Reference DRN-4624455
2 Apr 2024 Covea Insurance plc Not upheldInsuranceDRN-4624455 The complaint Mrs B complains about the valuation of her vehicle following a claim under her motor insurance policy with Covea Insurance plc (Covea). References to Covea in this decision include their agents. This decision covers Mrs B’s complaint about the valuation of her veh... (4 pages)View decision -
Decision Reference DRN-4694470
2 Apr 2024 Bank of Scotland Plc Not upheldInvestmentsDRN-4694470 The complaint Ms C complains that Bank of Scotland plc trading as Halifax failed to provide her with sufficiently clear information when she opened a fixed rate ISA in April 2023. What happened Ms C opened a fixed rate ISA with Halifax using an online application in April 2023.... (3 pages)View decision -
Decision Reference DRN-4530124
2 Apr 2024 TSB Bank plc Not upheldMortgagesDRN-4530124 The complaint Mr and Mrs F complain that TSB Bank plc (TSB) applied a missed payment marker to their credit file when they failed to make their June 2023 mortgage repayment on time. What happened Mr and Mrs F had a mortgage with TSB. In January 2022 they had re-mortgaged with T... (3 pages)View decision -
Decision Reference DRN-4478898
2 Apr 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4478898 The complaint Miss Z is unhappy at the way HSBC UK Plc applies the payments she makes to her mortgage account, which keeps leading to her falling into arrears, even though she is paying the amount the HSBC banking app is telling her to pay. To settle the complaint, Miss Z wants... (3 pages)View decision
