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 381082 results
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Decision Reference DRN-5092345
18 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5092345 The complaint Mr and Mrs C complain about Admiral Insurance (Gibraltar) Limited’s (Admiral) claim handling and its settlement payment following a claim for an escape of water, under their home buildings insurance policy. I’ll refer to Mr C in my decision for ease. All refe... (6 pages)View decision -
Decision Reference DRN-4717373
18 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4717373 The complaint Mr H complains that HSBC UK Bank Plc (“HSBC”) won’t refund money he lost to an investment scam. Mr H is being represented by solicitors in this complaint. What happened The background to this complaint is well known to the parties and has been previously set ... (3 pages)View decision -
Decision Reference DRN-4979332
18 Oct 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-4979332 The complaint Mr R complains that National Savings & Investments (NS&I) reinvested the funds in his Guaranteed Growth Bond without his instructions. What happened The background to this complaint and my initial conclusions were set out in my provisional jurisdiction... (6 pages)View decision -
Decision Reference DRN-4934211
18 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4934211 The complaint Mr N complains Nationwide Building Society (“Nationwide”) closed his accounts without explanation and didn’t make reasonable adjustments given his dyslexia. Mr N says Nationwide’s actions have caused him substantive distress and inconvenience for which he shoul... (2 pages)View decision -
Decision Reference DRN-4950686
18 Oct 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4950686 The complaint Miss O is unhappy that Red Sands Insurance Company (Europe) Limited (“RSI”) declined her flood damage claim under her buildings insurance. What happened The background to this complaint is extensive but well-known to both parties. So, I’ve set out a summary of ... (4 pages)View decision -
Decision Reference DRN-5059238
18 Oct 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-5059238 The complaint Miss S has complained that Loans 2 Go Limited (“L2G”) acted irresponsibly when it approved her for two personal loans in January and May 2023. Background Miss S applied for two separate loans with L2G in 2023. The first loan was for £1,000 and was repayable ove... (3 pages)View decision -
Decision Reference DRN-4844123
18 Oct 2024 Motability Operations Limited UpheldConsumer CreditDRN-4844123 The complaint Mr J complains that a car supplied to him under a hire agreement by Motability Operations Limited (“MOL”) was of an unsatisfactory quality. What happened Mr J was supplied with a new car by MOL in April 2020. The car was modified by MOL to support Mr J’s needs... (4 pages)View decision -
Decision Reference DRN-5073246
18 Oct 2024 Amtrust Europe Limited Not upheldInsuranceDRN-5073246 The complaint Mr S’ complaint is about a claim he made on his Amtrust Europe Limited (‘Amtrust’) after the event (‘ATE’) insurance policy, which was declined. Mr S feels that Amtrust have treated him unfairly. What happened Mr S instructed a firm of Solicitors (‘A’) on a no ... (3 pages)View decision -
Decision Reference DRN-4851956
18 Oct 2024 Motors Insurance Company Limited UpheldInsuranceDRN-4851956 The complaint Mr K has complained about the way Motors Insurance Company Limited (MICL) handled his claim under his alloy wheel insurance. What happened Mr K bought a new car and also bought alloy wheel insurance at the same time. The policy was sold by the car dealer and w... (4 pages)View decision -
Decision Reference DRN-5056899
18 Oct 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5056899 The complaint Mr O has complained that Wise Payments Limited (“Wise”) didn’t protect him from falling victim to an investment scam and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all o... (4 pages)View decision
