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 364862 results
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Decision Reference DRN-5236425
2 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5236425 The complaint Mr L complains about how his insurer, Aviva Insurance Limited (Aviva) valued his vehicle as a total loss following an accident. Any reference to Aviva in this decision includes their agents. What happened In March 2024 Mr L’s vehicle was stolen and unfortunat... (4 pages)View decision -
Decision Reference DRN-5181070
2 Jan 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5181070 The complaint Mr V complains that Lloyds Bank General Insurance Limited (“Lloyds”) shared sensitive information about his daughter with a third party, without permission, following a claim he made under his home contents insurance policy. What happened Mr V contacted Lloyds ... (2 pages)View decision -
Decision Reference DRN-3677820
2 Jan 2025 HSBC UK Bank Plc Not upheldPensions and AnnuitiesDRN-3677820 The complaint Mr A has complained about the actions of HSBC UK Bank Plc (“HSBC”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2013. He says he can no longer get a valuation for his QROPS and all benefits have been l... (7 pages)View decision -
Decision Reference DRN-5169622
2 Jan 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5169622 The complaint Mrs S complains about how Barclays Bank UK PLC has been administering her mortgage. What happened Mrs S said that Barclays wrote to tell her the interest rates on the two parts of her mortgage were coming down. But she told us when she spoke to Barclays, it the... (3 pages)View decision -
Decision Reference DRN-5235081
2 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5235081 The complaint Mr B and Miss T complain about Accredited Insurance (Europe) Ltd’s decision to turn down a claim under their home insurance policy. Accredited has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of Accredited... (5 pages)View decision -
Decision Reference DRN-5214278
2 Jan 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5214278 The complaint Miss N is unhappy with how Haven Insurance Company Limited dealt with a claim she made on her buildings insurance policy following a storm. This complaint involves the actions of agents for whom Haven is responsible. Any reference to Haven includes its agents.... (3 pages)View decision -
Decision Reference DRN-5187808
2 Jan 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5187808 The complaint Mrs S complains that TSB Bank plc (“TSB”) unfairly provided her with nine account overdraft limit increases. What happened In April 2014 Mrs S had an account overdraft limit of £100. In February 2016 TSB increased Mrs S’ account overdraft limit to £400. Betw... (2 pages)View decision -
Decision Reference DRN-4856545
2 Jan 2025 Family Equity Plan Limited Not upheldInvestmentsDRN-4856545 The complaint Mr B complains about charges raised by Family Equity Plan Limited trading as OneFamily (OF) on the Child Trust Fund (CTF) which he held with them. What happened Mr B opened the CTF in 2009 for his son. Then in January 2024, he complained to OF about the Annual ... (2 pages)View decision -
Decision Reference DRN-5236583
2 Jan 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5236583 The complaint Mr and Mrs P are unhappy with the settlement they’ve been offered by AA Underwriting Insurance Company Limited (AAUICL) following a storm damage claim made under their home insurance policy. What happened Mr and Mrs P have a home insurance policy underwritten ... (6 pages)View decision -
Decision Reference DRN-5198964
2 Jan 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5198964 The complaint Mrs A complains about a number of damage charges Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (“Novuna) is seeking the payment of after she returned a car to it that had previously been on hire to her. Mrs A is represented in her complaint b... (3 pages)View decision
