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 360982 results
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Decision Reference DRN-4517806
7 Feb 2024 Gain Credit LLC Not upheldConsumer CreditDRN-4517806 The complaint Mr B complains through a representative that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out the correct affordability checks. What happened A summary of Mr B’s borrowing can be found in the table below. loan number... (3 pages)View decision -
Decision Reference DRN-4550678
7 Feb 2024 Rock Insurance Services Limited UpheldInsuranceDRN-4550678 The complaint Mr and Mr A are unhappy with the customer service provided to them by Rock Insurance Services Limited in relation to their travel insurance policy. What happened In May 2022, Mr and Mr A took out an annual multi-trip travel insurance policy for their family, provi... (2 pages)View decision -
Decision Reference DRN-4605927
7 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4605927 The complaint Mr C complains that NewDay Ltd trading as Amazon Card closed his account. What happened Mr C had an Amazon branded NewDay credit card. Through the application (app), he received a letter stating that the credit card was closing and that the account would be transf... (5 pages)View decision -
Decision Reference DRN-4508784
7 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4508784 The complaint Mr Q complains about the time it took Aviva Insurance Limited (“Aviva”) to close a claim under his car insurance policy What happened Mr Q had car insurance cover with Aviva. He was involved in a collision in February 2022 causing damage to his car. He made a clai... (2 pages)View decision -
Decision Reference DRN-4605910
7 Feb 2024 Covea Insurance plc Not upheldInsuranceDRN-4605910 The complaint Mr W complains that Covea Insurance Plc (Covea) hasn’t settled a claim made under his let property insurance policy. What happened Mr W owns a property that he lets out to tenants. He also has an insurance policy for the property underwritten by Covea. The tenant ... (8 pages)View decision -
Decision Reference DRN-4567029
7 Feb 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4567029 The complaint Mr N complains that his pension plan provider, Scottish Widows Limited trading as Clerical Medical (CM) caused avoidable delays to the transfer of his pension plan from it to his Self- Invested Personal Pension (SIPP) provider. He also feels it provided him with a... (6 pages)View decision -
Decision Reference DRN-4479477
7 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4479477 The complaint Ms T complains HSBC UK Bank plc (HSBC) unfairly charged her for a foreign exchange loss. What happened Ms T says in early May 2023 she attempted to make a transfer for US$ 50,000 to her spouses US$ account, both accounts held with HSBC. Ms T says her US$ account w... (3 pages)View decision -
Decision Reference DRN-4379286
7 Feb 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4379286 The complaint Mr S complains of a problem with a direct debit (DD) when he switched accounts to TSB Bank plc and of not being able to cancel a DD on his app. He further complains of a staff member making inappropriate comments when he called, the interest rates on savings pots ... (3 pages)View decision -
Decision Reference DRN-4526410
7 Feb 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4526410 The complaint Mr S is unhappy Amtrust Europe Limited has declined a claim he made for accidental damage on a caravan insurance policy. What happened The details of the complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on providing ... (2 pages)View decision -
Decision Reference DRN-4297180
7 Feb 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4297180 The complaint Mr and Mrs C complain about the way Barclays Bank UK PLC have applied interest to their offset mortgage account. What happened Mr and Mrs C took out an offset mortgage with Barclays which was drawn down on 3 March 2023. They borrowed £401,749, and subsequently dep... (3 pages)View decision
