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 356013 results
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Decision Reference DRN-5005001
5 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-5005001 The complaint Mr N complained that his claim for damage (following several storms) was unfairly declined by U K Insurance Limited (“UKI”) under his home insurance policy. What happened After a prolonged period of bad weather, where several different storms were recorded, Mr ... (4 pages)View decision -
Decision Reference DRN-4947693
5 Sep 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4947693 The complaint Mr E complains Nationwide Building Society (Nationwide) provided poor customer service when he attempted to transfer monies to another banking provider. What happened Mr E says he attempted to transfer funds from his Nationwide bank account to his bank account ... (3 pages)View decision -
Decision Reference DRN-4950298
5 Sep 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4950298 The complaint Mr P complains that MBNA Limited lent irresponsibly when it approved his credit card application. What happened In November 2018 Mr P applied for a credit card with MBNA. In his application, Mr P said he was a homeowner with a mortgage of £431 a month. Mr P al... (3 pages)View decision -
Decision Reference DRN-4735668
5 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4735668 The complaint Mr M complains that when his debit card was swallowed by an ATM, HSBC UK Bank Plc didn’t tell him his direct debit had been cancelled. He said this should have been explained and restored and his debt should not have been referred to a collection agency. What ... (4 pages)View decision -
Decision Reference DRN-5004832
5 Sep 2024 Novia Global Limited UpheldPensions and AnnuitiesDRN-5004832 The complaint Mr P complains, with the help of a representative, that Novia Global Limited (‘Novia’) failed to undertake sufficient due diligence before accepting his self-invested personal pension (‘SIPP’) application and executing his subsequent investment instructions. W... (26 pages)View decision -
Decision Reference DRN-4944125
5 Sep 2024 The Ancient Order of Foresters Friendly Society Limited Not upheldInsuranceDRN-4944125 The complaint Mrs M complains that The Ancient Order of Foresters Friendly Society Limited unfairly declined a claim she made under her critical illness cover. What happened The history of this complaint is well known to both parties, so I won’t repeat all the details here.... (4 pages)View decision -
Decision Reference DRN-4895090
5 Sep 2024 U K Insurance Limited Not upheldInsuranceDRN-4895090 The complaint Mr and Mrs N have complained that UK Insurance Limited (UKI) declined a cancellation claim they made on the travel insurance policy they have linked to a credit card. What happened Mr and Mrs N were due to go on a trip abroad beginning on 14 October 2023. The ... (3 pages)View decision -
Decision Reference DRN-4833431
5 Sep 2024 U Drive Cover Ltd Not upheldInsuranceDRN-4833431 The complaint Miss C is unhappy she was mis-sold a motor insurance policy by U Drive Cover Ltd (“U Drive”), which had a financial consequence for her. What happened Miss C applied for a fully comprehensive insurance policy online via a comparison website. U Drive acted as a ... (2 pages)View decision -
Decision Reference DRN-4986048
5 Sep 2024 Bank of Scotland Plc UpheldMortgagesDRN-4986048 The complaint Mr M complains that Bank of Scotland plc trading as Halifax told him that if he could provide a memorandum of sale, it would cancel his eviction. But when he provided that information, Halifax went ahead with the eviction anyway. What happened Mr M had a mortga... (3 pages)View decision -
Decision Reference DRN-4922221
5 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4922221 The complaint L complains about being declined for a business credit card by Lloyds Bank PLC. What happened L’s director, Mr E, has explained that he set up the limited company in February 2024. Mr E has told us he has a long history of personal banking with Lloyds and went ... (2 pages)View decision
