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 364766 results
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Decision Reference DRN-4533063
18 Mar 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4533063 The complaint Mr M complains that The Co-operative Bank Plc failed to provide him with statements of activity on his account which are capable of being printed. Mr M also wants to be able to see on his statement the amount of the direct debit and the date it will be taken, and ... (2 pages)View decision -
Decision Reference DRN-4603156
18 Mar 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4603156 The complaint Mr A has complained that Haven will not provide a refund of premium on his short-term taxi insurance policies despite having a claim incorrectly recorded as open, which he thinks affected his premiums. What happened Mr A had several short term taxi policies with H... (3 pages)View decision -
Decision Reference DRN-4289120
18 Mar 2024 QIC Europe Ltd Not upheldInsuranceDRN-4289120 The complaint Mr S and Mr S have complained about the refusal of a claim made under their home contents insurance policy with QIC Europe Ltd and its decision to cancel the policy from its start date. Mr S and Mr S are represented in the complaint by a loss assessor but for ease... (7 pages)View decision -
Decision Reference DRN-4659768
18 Mar 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4659768 The complaint Mr S is unhappy that TSB Bank plc didn’t inform him of all the options he had available when he made them aware of his gambling addiction while enquiring about applying gambling blocks to his account. What happened In September 2022, Mr S contacted TSB via their c... (7 pages)View decision -
Decision Reference DRN-4682217
18 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4682217 The complaint Mrs F complains that Revolut Ltd has declined to refund payments that she says she didn’t make or allow anyone else to make. What happened Mrs F says that she opened a Revolut account in September 2022 with the intention of using it as a savings account. Several p... (5 pages)View decision -
Decision Reference DRN-4690793
18 Mar 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4690793 The complaint Mr and Mrs P complain that HSBC UK Bank Plc handled their mortgage application unfairly and gave them poor advice. They said this resulted in them losing the property they wanted to buy due to the delays they encountered. What happened Mr and Mrs P completed a mor... (6 pages)View decision -
Decision Reference DRN-4676580
18 Mar 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4676580 The complaint Mrs M’s complaint relates to a claim she made on her Royal & Sun Alliance Insurance Limited trading as More Than (‘RSA’) pet insurance policy which was declined by RS. Mrs M says this is unfair and wants RSA to cover her claim. What happened Mrs M made a claim... (2 pages)View decision -
Decision Reference DRN-4600371
18 Mar 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4600371 The complaint Mr P is unhappy with how AXA PPP Healthcare Limited (AXA) has applied a policy term on his private medical insurance policy. What happened Mr P took out a private medical insurance policy with AXA in 2009. AXA is the underwriter on the policy. Mr P received a rene... (3 pages)View decision -
Decision Reference DRN-4576906
18 Mar 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4576906 The complaint Mr H complains that the vehicle he was provided with through a hire agreement with Stellantis Financial Services UK Limited trading as Free2Move Lease wasn’t of satisfactory quality. He says the vehicle has broken down and he hasn’t had use of it. What happened Mr... (3 pages)View decision -
Decision Reference DRN-4470051
18 Mar 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4470051 The complaint Mr D complains about Accelerant Insurance Europe SA/NV’s (“Accelerant”) handling of his claim under his home insurance policy. In particular, he complains they incorrectly raised an underinsurance dispute and this leading to the repairs being delayed. He also says... (5 pages)View decision
