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 352408 results
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Decision Reference DRN-3515782
7 Mar 2024 Interactive Investor Services Limited Not upheldInvestmentsDRN-3515782 The complaint Mr M, a trustee of Trust M, complains Interactive Investor Services Limited unfairly sold shares belonging to the trust to pay fees which weren’t properly disclosed. What happened Trust M held an account with a firm I’ll refer to as S. S wrote to Mr M in September... (2 pages)View decision -
Decision Reference DRN-4629251
7 Mar 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4629251 The complaint Mr G and Mrs G have complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined a claim under a home insurance policy. What happened Mr G and Mrs G made a claim when Mrs G left a ring in a security tray at an airport. Accredited declined the... (3 pages)View decision -
Decision Reference DRN-4639665
7 Mar 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4639665 The complaint Mrs O complains about information reported by Mercedes-Benz Financial Services UK Limited (“MBFS”) to credit reference agencies. She says that this reporting caused her a loss. What happened In July 2020 Mrs O acquired a new car under a hire purchase agreement (“a... (2 pages)View decision -
Decision Reference DRN-4667961
7 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4667961 The complaint Miss T complains that Monzo Bank Ltd (“Monzo”) won’t refund transactions made from her account, which she says she didn’t authorise, as well as increases made to her overdraft. What happened Miss T opened an account with Monzo on 12 August 2022. A number of paymen... (4 pages)View decision -
Decision Reference DRN-4661098
7 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4661098 The complaint Mr C complains about a number of issues concerning the retention and processing of his data by HSBC UK Bank Plc, its failure to respond to a letter from him and its refusal to correspond by email. What happened Mr C had issues with HSBC relating to its retention o... (4 pages)View decision -
Decision Reference DRN-4617687
7 Mar 2024 U K Insurance Limited UpheldInsuranceDRN-4617687 The complaint Mr and Mrs A complain about the way U K Insurance Limited trading as Direct Line Home Insurance (UKI) handled a claim made on their home insurance policy following a leak. References to UKI include its agents. Mr A has made representations on behalf of both him an... (6 pages)View decision -
Decision Reference DRN-4353479
7 Mar 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4353479 The complaint Miss A and Mr M complain about the service they received from Amtrust Europe Limited relating to a claim on their buildings insurance policy, in particular that it was recorded as a subsidence claim; that Amtrust refused to implement recommendations from an expert... (4 pages)View decision -
Decision Reference DRN-4445078
7 Mar 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4445078 The complaint Mrs E and Mr M complain Lloyds Bank General Insurance Limited (trading as Halifax) hasn’t settled their home insurance claim for water damage fairly. The policy is held by Mrs E and Mr M. Mr M’s been the main contact with Lloyds and this service for the claim and ... (5 pages)View decision -
Decision Reference DRN-4665767
7 Mar 2024 Tesco Mobile Limited Not upheldInsuranceDRN-4665767 The complaint Mrs B complains that WDP Insurance Limited (WDP) failed to cancel the insurance policy, on her mobile phone handset. What happened Mrs B suffers from a cognitive impairment and this complaint is brought on her behalf, by a third party. In 2018 Mrs B obtained a WDP... (3 pages)View decision -
Decision Reference DRN-4278488
7 Mar 2024 Newcastle Building Society Not upheldMortgagesDRN-4278488 The complaint Mr K and Ms N complain that Newcastle Building Society refused to allow them to substitute an alternative property on the mortgage offer as they expected, and the lender failed to extend the mortgage offer as promised. What happened Mr K and Ms N applied through a... (2 pages)View decision
