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 353100 results
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Decision Reference DRN-4665622
12 Mar 2024 National House-Building Council UpheldInsuranceDRN-4665622 The complaint Mr H and Ms B complain about the way National House-Building Council (NHBC) handled a claim they made under their new home warranty. Mr H has primarily dealt with things so, for simplicity, I’ll refer to him only. What happened The circumstances aren’t in dispute,... (3 pages)View decision -
Decision Reference DRN-4430487
12 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4430487 The complaint Mr M complains HSBC UK Bank Plc didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr M has an account with HSBC with a debit card. In February 2023 Mr M’s representatives complained to us that Mr M had been the victim of an a... (3 pages)View decision -
Decision Reference DRN-4662335
12 Mar 2024 Wakam Not upheldInsuranceDRN-4662335 The complaint Mr A complains Wakam unfairly recorded a motor insurance claim against him and increased his monthly premiums. Wakam’s been represented by agents for the claim and complaint. For simplicity I’ve referred to actions of agents as being Wakam’s own. Mr A’s been repre... (2 pages)View decision -
Decision Reference DRN-4676124
12 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4676124 The complaint Miss R complains that U K Insurance Limited (UKI) declined a claim she made under her buildings insurance policy. What happened In January 2023 Miss R made a claim to UKI, her building insurance provider, for storm damage after water came through her ceiling follo... (5 pages)View decision -
Decision Reference DRN-4668470
12 Mar 2024 Vitality Health Limited Not upheldInsuranceDRN-4668470 The complaint Mr B is unhappy with the service received from Vitality Health Limited. What happened Mr B has private health insurance with Vitality. As part of his policy, he has access to a private GP service. Mr B called Vitality to arrange a blood test and was referred to th... (2 pages)View decision -
Decision Reference DRN-4587203
12 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4587203 The complaint Ms B, Miss U and Mr U are unhappy that U K Insurance Limited have declined to cover a claim they made on their travel insurance policy. What happened Ms B has travel insurance which is linked to her package bank account. She was going on holiday with her family, b... (2 pages)View decision -
Decision Reference DRN-4676072
12 Mar 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4676072 The complaint Mrs K complains TransUnion International UK Ltd merged her credit file with a family member. What happened Mrs K says while applying for a mortgage, she became aware TransUnion had merged her credit file with a family member. She contacted TransUnion on 16 July 20... (3 pages)View decision -
Decision Reference DRN-4645391
12 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4645391 Complaint Mr S has complained that HSBC UK Plc (“HSBC”) irresponsibly provided him with a credit card, which it then unfairly failed to reduce the credit limit on when this was requested. Background Mr S was provided with a credit card, which had an initial credit limit of £6,0... (3 pages)View decision -
Decision Reference DRN-4664909
12 Mar 2024 Lloyds Bank PLC Not upheldConsumer CreditDRN-4664909 Complaint Mrs A has complained about a loan Lloyds Bank Plc (“Lloyds”) provided to her. She says that the loan was provided to her at a time when she was on maternity leave and only receiving statutory maternity pay. Background Mrs A has also complained about her overdraft. How... (3 pages)View decision -
Decision Reference DRN-4670945
12 Mar 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4670945 The complaint Mrs T is unhappy that Astrenska Insurance Limited have declined a claim she made on her travel insurance policy. What happened Mrs T was on holiday on an island which was impacted by a severe storm. This caused a lot of disruption and damage to the island. Shortly... (2 pages)View decision
