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-5169590
27 Nov 2024 Bank of Scotland Plc UpheldMortgagesDRN-5169590 The complaint Mr and Mrs D complain that they were wrongly advised by Bank of Scotland plc trading as Halifax, about how an interest-only concession on their mortgage for six months would operate. They said their mortgage balance increased because of this. What happened Mrs ... (7 pages)View decision -
Decision Reference DRN-4962775
27 Nov 2024 Gresham Insurance Company Limited Not upheldInsuranceDRN-4962775 The complaint Mr J on behalf of the estate of Mrs H (“the estate”) complains that Gresham Insurance Company Limited (“Gresham”) unfairly declined a claim for an escape of water. What happened In January 2024 an escape of water due to a frozen pipe caused extensive damage to ... (4 pages)View decision -
Decision Reference DRN-5111575
27 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5111575 The complaint Mr K and Mrs M complaint that Nationwide Building Society did not provide adequate notification that it was blocking and closing their joint accounts. What happened Mr K and Mrs M held a number of accounts (both joint and sole) with Nationwide. They included a ... (3 pages)View decision -
Decision Reference DRN-4615249
27 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4615249 The complaint Ms C complains that Lloyds Bank PLC failed to reclaim payments she made from her debit card. She’s also unhappy with the level of service Lloyds provided. What happened In June 2023, Ms C used her debit card to make a total payment of £1,629.46 to a travel age... (3 pages)View decision -
Decision Reference DRN-5170651
27 Nov 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5170651 The complaint Mrs S has complained about the fact Liverpool Victoria Insurance Company Limited (LV) doesn’t accept that she made a claim under her Landlord Insurance policy in 2022. What happened Mrs S has said that LV should have noted a claim against her policy for damage ... (2 pages)View decision -
Decision Reference DRN-5074284
27 Nov 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5074284 The complaint Ms D complains that Scottish Widows Limited (trading as Halifax Financial Services) has failed to manage her pension investments in a professional manner. What happened Ms D held pension savings with Halifax. Those pension savings arose from some advice that wa... (3 pages)View decision -
Decision Reference DRN-5058894
27 Nov 2024 National House-Building Council UpheldInsuranceDRN-5058894 The complaint Mr and Mrs E complain National Housing-Building Council (NHBC) unfairly declined a claim they made on their building warranty for water ingress around a bay window. What happened In 2021 Mr and Mrs E bought a property. The property benefitted from a ten-year NH... (4 pages)View decision -
Decision Reference DRN-5075315
27 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5075315 The complaint Mrs M has complained about the way Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim she made under the Home Emergency (HE) section of her home insurance policy. RSA subsequently recorded a claim under her home buildings insurance policy which... (3 pages)View decision -
Decision Reference DRN-5109425
27 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5109425 The complaint Mr O complained because HSBC UK Bank Plc refused to refund him for transactions he said he didn’t authorise. What happened Mr O said that on 22 June 2024, he met a former business colleague. He said the business relationship had ended two years earlier when th... (5 pages)View decision -
Decision Reference DRN-4834309
27 Nov 2024 QIC Europe Ltd UpheldInsuranceDRN-4834309 The complaint Mr and Mrs J complain QIC Europe Ltd unfairly declined their subsidence claim. QIC’s been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being QIC’s own. What happened In 2022 Mr and Mrs J noticed da... (7 pages)View decision
