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-5063843
26 Nov 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5063843 The complaint Mrs C and Mr G’s complaint is about a mortgage account with Bank of Scotland plc trading as Intelligent Finance (and referred to here as IF). Mrs C and Mr G are unhappy that IF has closed the current account that they used to offset their mortgage interest. To... (3 pages)View decision -
Decision Reference DRN-4965927
26 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4965927 The complaint Miss A complains that following a claim made on her motor insurance policy Admiral Insurance (Gibraltar) Limited declared her car to be a total loss without physically inspecting it. She wants a refund of the premium she paid for two months when she couldn’t us... (3 pages)View decision -
Decision Reference DRN-5051043
26 Nov 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-5051043 The complaint The estate of Mr S is unhappy with how Clydesdale Bank Plc trading as Virgin Money (VM) handled matters after it had been informed of Mr S’s passing. What happened Mr S held a mortgage with VM. Mr S’s son notified VM of Mr S’s passing and says he was told in br... (3 pages)View decision -
Decision Reference DRN-5170382
26 Nov 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5170382 The complaint Ms N complains that Accredited Insurance (Europe) Limited have declined her claim for loss of the stone from her engagement ring. What happened Ms N holds a buildings and contents insurance policy with Accredited, under which she had her diamond engagement rin... (3 pages)View decision -
Decision Reference DRN-4879196
26 Nov 2024 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-4879196 The complaint Mr B complains that The Prudential Assurance Company Limited unfairly reduced the maturity value of his with profits plan. What happened Mr B had a with profits plan that was due to mature in May 2023. In March 2023, he initially received a figure, online, that... (4 pages)View decision -
Decision Reference DRN-5125984
26 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5125984 The complaint Mr H is being represented by solicitors. He’s complaining about Monzo Bank Ltd because it won’t refund money he lost as the result of fraud. What happened Sadly, Mr H has fallen victim to a cruel investment scam. In November 2023, after he was introduced to wha... (5 pages)View decision -
Decision Reference DRN-5131722
26 Nov 2024 National House-Building Council UpheldInsuranceDRN-5131722 The complaint Mr L and Miss B complain that National House-Building Council (‘NHBC’) turned down a claim under their building warranty. They’re also unhappy about NHBC’s handling of the claim. What happened Mr L and Miss B’s property is covered by a ten-year warranty provid... (3 pages)View decision -
Decision Reference DRN-4960296
26 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4960296 The complaint Miss G complains about the increase in premium Aviva Insurance Limited (“Aviva”) applied at renewal for her motor insurance policy. What happened Miss G says Aviva wanted to increase her premium by £400 at renewal. She says there has been no change in her circu... (2 pages)View decision -
Decision Reference DRN-5118449
26 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5118449 The complaint Mr E complains, as executor of the estate of the late Mrs E, that Bank of Scotland plc, trading as Halifax, failed in its duty of care to protect Mrs E’s savings by allowing a third party to transfer all the funds out of her account. What happened Mr E question... (4 pages)View decision -
Decision Reference DRN-5162816
26 Nov 2024 Haven Insurance Company Limited UpheldInsuranceDRN-5162816 The complaint Mr S complains that Haven Insurance Company Limited cancelled his commercial motor insurance policy but didn’t explain why. He’s also unhappy that it incorrectly recorded a fault claim against him. He wants the cancellation and claim removed and compensation fo... (3 pages)View decision
