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 356389 results
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Decision Reference DRN-4788343
9 May 2024 British Gas Insurance Limited UpheldInsuranceDRN-4788343 The complaint Mr A complains that British Gas Insurance Limited didn’t locate a leak when he called them out and as a result, the ceiling in the flat below collapsed. What happened Mr A held a home emergency policy with British Gas to cover his flat which was rented out. In No... (3 pages)View decision -
Decision Reference DRN-4752119
9 May 2024 Bank of Scotland Plc UpheldConsumer CreditDRN-4752119 The complaint Mrs L complains that Bank of Scotland plc trading as Halifax was irresponsible in its lending to her. Mrs L is represented by a family member but for ease of reference I have referred to Mrs L throughout this decision. What happened Mrs L was provided with a £6,00... (3 pages)View decision -
Decision Reference DRN-4785514
9 May 2024 U K Insurance Limited Not upheldInsuranceDRN-4785514 The complaint Mr B complains that U K Insurance Limited trading as Direct Line unfairly declined a claim under his landlord insurance policy. What happened In August 2022, Mr B contacted Direct Line to make a claim as he’d been informed of a leak by his local water authority. D... (3 pages)View decision -
Decision Reference DRN-4739316
9 May 2024 Monument Life Insurance Dac Not upheldInsuranceDRN-4739316 The complaint Mr M has complained that Monument Life Insurance Dac has cancelled his mortgage payment protection insurance policy. What happened Monument wrote to Mr M on 23 March 2023 informing him that the policy would be cancelled on 30 June 2023. Mr M was unhappy with this ... (2 pages)View decision -
Decision Reference DRN-4652080
9 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4652080 The complaint In summary, Mr S complains that NewDay Ltd trading as Aqua, blocked his credit card account. He would like his account to be unblocked and is unhappy with NewDay’s security process. What happened In June 2023 Mr S opened a credit card account with NewDay. Shortly ... (2 pages)View decision -
Decision Reference DRN-4788247
9 May 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4788247 The complaint Mr M complained that his motor policy with Haven Insurance Company Limited (“Haven”) was unfairly cancelled for excess mileage. What happened Haven cancelled Mr M’s motor policy when he didn’t pay an outstanding balance that Haven was expecting. It said he exceede... (2 pages)View decision -
Decision Reference DRN-4787984
9 May 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4787984 The complaint Mrs T, who is represented by a third party, is unhappy with how TSB Bank plc (‘TSB’) handled a claim she made to them. What happened Mrs T booked a stay at a hotel I shall call ‘G’, for a ‘Murder Mystery’ event on 11 and 12 March 2023. The booking was made via an ... (4 pages)View decision -
Decision Reference DRN-4424830
9 May 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4424830 The complaint Mr and Mrs D complain about how Accredited Insurance (Europe) Ltd (“Accredited”) handled a claim they made on their home insurance policy following an escape of water. Accredited is the underwriter of this policy, i.e. the insurer. Part of this compla... (5 pages)View decision -
Decision Reference DRN-4731409
9 May 2024 Coventry Building Society UpheldBanking and PaymentsDRN-4731409 The complaint Mr and Mrs G complained about the wording of an Individual Savings Account (ISA) declaration form used by Coventry Building Society (Coventry); how they dealt with a subsequent complaint, and how they spoke to Mr G by telephone. I have just referred to Mr G in thi... (5 pages)View decision -
Decision Reference DRN-4680014
9 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4680014 The complaint Mr and Mrs M complain that Lloyds Bank PLC didn’t protect them from an investment scam. Mr and Mrs M are being supported in making their complaint by a representative. But for ease, I’ll refer to Mr and Mrs M in this decision. What happened In 2014 Mr and Mrs M we... (4 pages)View decision
