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-4730189
9 Apr 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4730189 The complaint Ms H complains that Casualty & General Insurance Company (Europe) Ltd (C&G) declined a claim made under her pet insurance policy. What happened Ms H had a pet insurance policy provided by C&G for her dog. The policy was taken out in January 2023. In Fe... (4 pages)View decision -
Decision Reference DRN-4697900
9 Apr 2024 Wakam Not upheldInsuranceDRN-4697900 The complaint Mr S complains that Wakam held him liable for a claim made on his commercial motor insurance policy. What happened Mr S’s car collided with the open door of another car. Wakam accepted liability for the claim as it said an independent witness had confirmed that t... (2 pages)View decision -
Decision Reference DRN-4686349
9 Apr 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4686349 The complaint Miss C complains Admiral Insurance (Gibraltar) Limited caused further damage to her car when completing claim repairs under her motor insurance policy. What happened In summary, Miss C’s car was involved in an incident with a third-party in 2023. Admiral accepted ... (3 pages)View decision -
Decision Reference DRN-4696929
9 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4696929 The complaint Mr P complains that HSBC UK Bank Plc trading as First Direct won’t allow a warrant to credit his account, despite them allowing eight similar warrants to credit his account. What happened Mr P says that he paid nine warrants from a third party company on 14 Decemb... (3 pages)View decision -
Decision Reference DRN-4620082
9 Apr 2024 Capital Home Loans Limited Not upheldMortgagesDRN-4620082 The complaint Mrs H’s complaint arises out of a buy-to-let (BTL) mortgage she used to hold with Capital Home Loans Limited (CHL). Mrs H says that after the property was sold by CHL, Mrs H wasn’t able to collect her furniture and fittings from the property. Mrs H wants CHL to pa... (3 pages)View decision -
Decision Reference DRN-4725470
9 Apr 2024 Landmark Mortgages Limited Not upheldMortgagesDRN-4725470 The complaint Mr M and Miss M have complained that the interest rate on their mortgage held with Landmark Mortgages Limited is too high. They would like Landmark to reassess the level of its Standard Variable Rate (SVR) compared with fluctuations in the Bank of England Base Rat... (4 pages)View decision -
Decision Reference DRN-4542230
9 Apr 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4542230 The complaint Miss B’s complaint is about her mortgage account with Bank of Scotland PLC trading as Halifax. Miss B says that Halifax would not offer her a new interest rate product due to mortgage arrears, which Miss B believes has exacerbated her financial difficulties. To se... (5 pages)View decision -
Decision Reference DRN-4717989
9 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4717989 The complaint Mr M is unhappy that Monzo Bank Ltd won’t refund him for money he lost as part of a scam. What happened Further to looking for jobs online, Mr M was contacted by WhatsApp with a supposed job opportunity with a company I’ll call ‘M’. Unfortunately for Mr M, they we... (3 pages)View decision -
Decision Reference DRN-4729882
9 Apr 2024 Trade Capital UK (TCUK) Ltd UpheldInvestmentsDRN-4729882 The complaint Mr F complains that Trade Capital UK Ltd (“TCUK”): 1. Didn’t provide him with information about a corporate action which affected one of his contract for difference positions. 2. Tried to defraud him by paying him less than he was entitled to receive. 3. Closed hi... (4 pages)View decision -
Decision Reference DRN-4729979
9 Apr 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-4729979 The complaint This complaint is about a mortgage Mr D held until recently with Clydesdale Bank Plc trading as Virgin Money. The mortgage was in two parts, each with a different interest rate product. The two products had different end dates; one was in October 2022, the other i... (3 pages)View decision
