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 355536 results
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Decision Reference DRN-4585198
2 Sep 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4585198 The complaint Mrs B complains about the interest charged on a conditional sale agreement she took out with Close Brothers Limited, trading as Close Brothers Motor Finance, to buy a motorhome. She is represented by Mr B. What happened On 17 March 2019, Mrs B took out a condit... (3 pages)View decision -
Decision Reference DRN-4997488
2 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-4997488 The complaint Miss B and Mr H have complained that Aviva Insurance Limited unfairly declined a claim under their home insurance policy for storm damage. What happened In December 2023 Miss B and Mr H made a claim to Aviva for storm damage to their roof. They said the storm ... (3 pages)View decision -
Decision Reference DRN-4996782
2 Sep 2024 OakNorth Bank plc Not upheldBanking and PaymentsDRN-4996782 The complaint Mr S complains that OakNorth Bank PLC made errors in carrying out the transfer of his ISA and of the service provided by it when trying to remedy them. What happened On 6 October 2023 Mr S requested a transfer of his ISA from his former provider (S) to OakNorth... (4 pages)View decision -
Decision Reference DRN-4921049
2 Sep 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4921049 The complaint Mr E complains that British Gas Insurance Limited failed to repair a leak correctly under his HomeCare Insurance policy, which has caused further damage. What happened The detailed background to this complaint is well known to both parties, so I’ll only summar... (3 pages)View decision -
Decision Reference DRN-4913371
2 Sep 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4913371 The complaint Mr and Mrs T complain that Great Lakes Insurance SE declined their claim against their travel insurance policy. Reference to Great Lakes includes its agents. What happened In summary, Mr and Mrs T have annual travel insurance underwritten by Great Lakes. They ... (2 pages)View decision -
Decision Reference DRN-4991868
2 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4991868 The complaint Ms D complains about delays by Barclays Bank UK PLC trading as Barclaycard after she requested old credit card statements. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Ms D held a cre... (3 pages)View decision -
Decision Reference DRN-4661188
2 Sep 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4661188 The complaint Mr D’s complaint arises from his mortgage account held with HSBC UK Bank Plc. Mr D says he’s been pressurised by HSBC in relation to mortgage arrears, as a result of which he had to use savings to pay off part of the mortgage arrears. To settle the complaint M... (4 pages)View decision -
Decision Reference DRN-4997023
2 Sep 2024 Canada Life Limited UpheldPensions and AnnuitiesDRN-4997023 The complaint Mrs A complains she was mis sold a pension by Canada Life Limited (CL) What happened Mrs A said that in early 1988 she was mis sold a Free Standing Additional Voluntary Contribution (FSAVC) policy by a company for which CL was now responsible. In 1991 she incre... (5 pages)View decision -
Decision Reference DRN-4986847
2 Sep 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4986847 The complaint Mr K has complained that ReAssure Limited delayed the transfer of pension funds from two separate schemes into the group personal pension (GPP) he held with it. Mr K has said that he suffered a financial loss as a result. What happened On 2 October 2021, Mr K c... (9 pages)View decision -
Decision Reference DRN-4996773
2 Sep 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4996773 The complaint Mrs M is unhappy about how Domestic & General Insurance Plc (D&G) dealt with a claim she made under her policy. Mrs M is being represent with this complaint by her husband, but for ease I will refer to all actions and comments as those being of Mrs M. ... (3 pages)View decision
