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-4068999
22 Mar 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4068999 The complaint Mr T complains Wise Payments Limited (“Wise”) blocked and returned his payment which was sent for a Cuban humanitarian cause. Mr T adds that Wise’s actions are not in line with UK regulations. What happened In July 2022, Mr T sent a payment of £1 which was convert... (2 pages)View decision -
Decision Reference DRN-4678938
22 Mar 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-4678938 The complaint Mr Z complains that Hastings Insurance Services Limited have treated him unfairly in respect of his motor insurance policy. What happened Mr Z applied for motor insurance through a price comparison website (PCW). That led him to Hastings (an intermediary) who arra... (2 pages)View decision -
Decision Reference DRN-4685128
22 Mar 2024 Coventry Building Society Not upheldBanking and PaymentsDRN-4685128 The complaint Ms H complains that Coventry Building Society (CBS) paid the interest from her ISA into another account of hers so that it was credited on the next, rather than the same, working day. This caused her to lose interest and she believes this to be an unfair contractu... (2 pages)View decision -
Decision Reference DRN-4687768
22 Mar 2024 Topaz Finance Limited UpheldMortgagesDRN-4687768 The complaint Mrs F makes several complaints against Mortgage Express including that in 2022 she wanted to sell a property to redeem the mortgage on it and reduce the balance she owed but was prevented from doing so by Mortgage Express. Topaz Finance Limited has advised us that... (4 pages)View decision -
Decision Reference DRN-4701461
22 Mar 2024 Aviva Insurance Limited UpheldInsuranceDRN-4701461 The complaint Ms N is unhappy that Aviva Insurance Limited cancelled her insurance policy. What happened Ms N held a motor insurance policy with Aviva, for which she paid monthly. In late April 2023, Ms N missed her final repayment. Aviva emailed and wrote to Ms N to say that t... (4 pages)View decision -
Decision Reference DRN-4636033
22 Mar 2024 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-4636033 The complaint The estate of Mr S has complained that Scottish Friendly Assurance Society Limited declined a claim it made on Mr S’s life assurance policy. What happened The background to this complaint is well known to the parties so I won’t repeat it in detail here. In summary... (2 pages)View decision -
Decision Reference DRN-3629918
22 Mar 2024 John Lewis Financial Services Limited Not upheldBanking and PaymentsDRN-3629918 The complaint Mr S says John Lewis Financial Services Limited (‘John Lewis’) has unfairly declined a claim he made under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened In September 2015, Mr S paid £7,801 to purchase an additional 10,000 points for a holiday c... (4 pages)View decision -
Decision Reference DRN-4553914
22 Mar 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4553914 The complaint Mr W complains about Accredited Insurance (Europe) Ltd (‘Accredited’)’s handling of his car insurance claim. All references to Accredited also include its appointed agents. What happened Below is intended to be a summary of the key events that form this complaint ... (3 pages)View decision -
Decision Reference DRN-4419837
22 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4419837 The complaint Mr C complains that HSBC UK Bank Plc (HSBC) is holding him liable for payments which he says he didn’t make. What happened Mr C reports that in early June 2023, he got a notification of spending on his card. When he checked his account, he found several unrecognis... (4 pages)View decision -
Decision Reference DRN-4546937
22 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4546937 The complaint Mr T has complained that Bank of Scotland plc (“Halifax”) won’t remove an email address it has registered for him. Mr T has also complained that he didn’t receive a £5 monthly reward on his account and that it wasn’t made clear that he would have to reselect his r... (3 pages)View decision
