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 360264 results
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Decision Reference DRN-4426192
23 Jan 2024 Progressive Money Limited UpheldConsumer CreditDRN-4426192 The complaint Mrs N says Progressive Money Limited (PML) irresponsibly lent to her. What happened Mrs N took out a loan for £10,000 over 60 months from PML on 12 July 2017. The monthly repayments were £368.51 and the total repayable was £22,110.40. Mrs N settled the loan early ... (3 pages)View decision -
Decision Reference DRN-3839192
23 Jan 2024 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3839192 The complaint Mr R complains about the advice NTM Financial Services Ltd (‘NTM’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice might not have been suitable for him and may have caused a... (4 pages)View decision -
Decision Reference DRN-4540805
23 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4540805 The complaint Mr and Mrs L are unhappy with what Royal & Sun Alliance Insurance Limited did after they made claims on their landlord rent guarantee insurance policy. What happened In September 2021, Mr and Mrs L’s tenants fell into arrears on the insured property. They made... (2 pages)View decision -
Decision Reference DRN-4575764
23 Jan 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4575764 The complaint Miss C complains that Great Lakes Insurance SE has turned down a missed departure claim she made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the ke... (3 pages)View decision -
Decision Reference DRN-4534523
23 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4534523 The complaint Miss B has complained that Admiral Insurance (Gibraltar) Limited declined a subsidence claim made on her home insurance policy. What happened As the circumstances of this complaint aren’t in dispute, I’ll summarise what’s happened. In 2022, Miss B noticed a small... (3 pages)View decision -
Decision Reference DRN-4317547
23 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4317547 The complaint Mr S has complained that Bank of Scotland Plc (“Halifax”) closed his accounts. What happened Following a review of Mr S’s account in June 2023, Halifax placed a block on his accounts and wrote to him to explain that it would be closing his accounts on 21 August 20... (3 pages)View decision -
Decision Reference DRN-4465434
23 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4465434 The complaint Mr S complains about the service he received from HSBC UK Bank Plc when trying to open a new bank account. What happened In May 2023, Mr S tried to open a bank account with HSBC. On visiting a branch to complete the process, HSBC mistakenly told Mr S that his appl... (2 pages)View decision -
Decision Reference DRN-4533281
23 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4533281 The complaint Mr K complains about Barclays Bank UK PLC’s handling of his Individual Savings Account (ISA) and the subsequent transfer process. He said Barclays’ actions caused him significant inconvenience, and financial loss. What happened In May 2022 Mr K opened a two-year f... (3 pages)View decision -
Decision Reference DRN-4573788
23 Jan 2024 TICORP Ltd UpheldInsuranceDRN-4573788 The complaint Mr and Mrs S have complained that TICORP Ltd (trading as Avanti) mis-sold a travel insurance policy to them. What happened Mr and Mrs S bought an annual multi trip travel insurance policy through Avanti. They are unhappy that Avanti made a mistake when the policy ... (3 pages)View decision -
Decision Reference DRN-4498870
23 Jan 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4498870 The complaint Mr P complains about the way Tesco Personal Finance PLC trading as Tesco Bank responded to his claim. What happened The background details of this complaint are familiar to the parties so I will only cover these briefly here. In summary, Mr P paid for a two night ... (5 pages)View decision
