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 370904 results
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Decision Reference DRN-4784487
6 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4784487 The complaint Mr D complains about HSBC UK Bank Plc. He says that HSBC didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened The details of what happened are well known to both parties, so I won’... (3 pages)View decision -
Decision Reference DRN-4807997
6 Jun 2024 British Gas Services Limited Not upheldInsuranceDRN-4807997 The complaint Miss A is unhappy with the sale of a contents insurance policy sold by British Gas Services Limited (BGSL). Miss A says the limitations of cover were not fully explained at the time of sale. What happened Miss A purchased contents insurance cover in December 2021.... (2 pages)View decision -
Decision Reference DRN-4739441
6 Jun 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4739441 The complaint Ms N complains about the way Ageas Insurance Limited (“Ageas”) investigated a claim and decided liability for a claim under her car insurance policy. What happened Ms N had a car insurance policy with Ageas. In January 2022 she was involved in a collision with a t... (3 pages)View decision -
Decision Reference DRN-4836522
6 Jun 2024 Godiva Mortgages Limited Not upheldMortgagesDRN-4836522 The complaint Mr W complains that Godiva Mortgages Limited wanted written proof that he’d complied with enforcement notices issued by his local council, before making changes to the Buy To Let (“BTL”) mortgage on that property. Mr W wanted Godiva to accept his verbal reassuranc... (7 pages)View decision -
Decision Reference DRN-4837345
6 Jun 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4837345 The complaint Mrs G complains that Mortgage Agency Services Number Five Limited (MAS5): Unfairly increased the interest rate on her mortgage. Charged a different standard variable rate (SVR) than other companies in the same group. Would not offer her a new interest rate prod... (8 pages)View decision -
Decision Reference DRN-4719970
6 Jun 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4719970 The complaint Mr H complains that Loans 2 Go Limited (L2Go) failed to respond to his request to repay loan funds within the cooling off period. What happened On 21 February 2023 Mr H successfully applied for a loan with L2Go for £1,000 with repayments of £205.56 due every four ... (3 pages)View decision -
Decision Reference DRN-4832692
6 Jun 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-4832692 The complaint Mr K complains Scottish Equitable plc failed to contact him, in a timely manner, about his pension policies and he’s suffered financial loss as a result. What happened Mr K had two retirement annuity plans with Scottish Equitable. He says it contacted him in Augus... (6 pages)View decision -
Decision Reference DRN-4837071
6 Jun 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4837071 The complaint Ms F and Mrs R complain that Great Lakes Insurance SE has unfairly refused to pay a claim in full under their residential property owner insurance policy. Where I refer to Great Lakes, this includes the actions of its agents and claims handlers for which it takes ... (5 pages)View decision -
Decision Reference DRN-4826371
6 Jun 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4826371 The complaint Mr C complains that American Express Services Europe Limited (AESEL) withdrew his account, and provided unclear information about its & # & * + What happened Mr C held a charge card with American Express Services Europe Limited (AESEL) (AmEx... (4 pages)View decision -
Decision Reference DRN-4815121
6 Jun 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4815121 The complaint Mrs & Mr H complain that The National Farmers’ Union Mutual Insurance Society Limited (“NFUM”) declined a claim for the theft of a car under their motor insurance policy. Mrs & Mr H are represented in this case, but for ease I’ll refer to them throughout. ... (4 pages)View decision
