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 366874 results
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Decision Reference DRN-4502096
29 Apr 2024 Topaz Finance Limited Not upheldMortgagesDRN-4502096 The complaint Mr S complains that Topaz Finance Limited trading as Hyalite Mortgages failed to set up a direct debit (“DD”) correctly that meant that his monthly payment wasn’t collected causing the account to go into arrears. What happened Mr S has a mortgage with Hyalite. The... (2 pages)View decision -
Decision Reference DRN-4768740
29 Apr 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4768740 The complaint Mr and Mrs C are unhappy a claim made under their contents insurance policy has been declined by Royal & Sun Alliance Insurance Limited (RSA). Where I’ve referred to RSA, this also includes any actions and communication by agents acting on their behalf. What h... (3 pages)View decision -
Decision Reference DRN-4701154
29 Apr 2024 Arthur J. Gallagher Insurance Brokers Limited Not upheldInsuranceDRN-4701154 The complaint T, a company, complains that Arthur J. Gallagher Insurance Brokers Limited (‘AJI’) missold it an office and surgeries policy. T says AJI should have drawn a particular policy exclusion to its attention and ensured the cover it sold protected it for the type of cla... (3 pages)View decision -
Decision Reference DRN-4759516
29 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4759516 The complaint Mr R complains that HSBC Bank Plc trading as First Direct did not appropriately notify him his account was overdrawn, and they reported adverse information to the Credit Reference Agencies (CRA’s). What happened Mr R says that he switched his account from First Di... (3 pages)View decision -
Decision Reference DRN-4763346
29 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4763346 The complaint A company, which I will refer to as H, complains that Barclays Bank UK Plc closed its bank accounts without notice and for no obvious reason. What happened H’s directors told us: In January 2023 they discovered that H’s Barclays accounts had been closed. They wer... (7 pages)View decision -
Decision Reference DRN-4536336
29 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4536336 The complaint E complains Aviva Insurance Limited handled its motor insurance claim poorly. E is a limited company. For simplicity I’ve referred to its representatives’ actions and comments as being its own. What happened In April 2022 a vehicle belonging to E was damaged in a ... (4 pages)View decision -
Decision Reference DRN-4731215
29 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4731215 The complaint Mr I complains that Barclays Bank UK PLC (“Barclays”) incorrectly paid direct debits from his account after a direct debit indemnity claim was rejected leaving his account overdrawn. What happened On 14 April 2020 Mr I had three direct debit payments due to go out... (3 pages)View decision -
Decision Reference DRN-4718472
29 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4718472 The complaint Mrs M complains that Bank of Scotland trading as Halifax gave her poor customer service. What happened Mrs M says that her phone was stolen from her, and she realised that someone may be able to access her online banking, so she visited a branch of Halifax to bloc... (2 pages)View decision -
Decision Reference DRN-4677815
29 Apr 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4677815 The complaint Mr and Mrs F’s complaint is about a claim they made on their Amtrust Europe Limited (‘Amtrust’) legal expenses insurance policy. Mr and Mrs F say that Amtrust treated them unfairly. In this decision all references to Amtrust include their claims handlers. What hap... (4 pages)View decision -
Decision Reference DRN-4758081
29 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4758081 The complaint Mr S is unhappy about Barclays Bank UK PLC’s (Barclays) decision not to refund the money he paid for electrical services. What happened The view of 11 April 2024 detailed the background to this complaint. So, I’ll only provide a brief overview of some of the key e... (4 pages)View decision
