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 360264 results
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Decision Reference DRN-4422471
26 Feb 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4422471 The complaint Mr L complains that Royal & Sun Alliance Insurance Limited (“RSA”) have said he must install an intruder alarm if he wants to continue with his policy cover. But he wasn’t told this when he made his initial enquiry. RSA is the ... (3 pages)View decision -
Decision Reference DRN-4493015
26 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4493015 The complaint Miss O complains that HSBC UK Bank Plc blocked and closed her accounts without providing an explanation. And took too long to release her closing balances. She wants HSBC to reopen her accounts and pay her compensation for the trouble and upset she suffered as a r... (4 pages)View decision -
Decision Reference DRN-4566977
26 Feb 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4566977 The complaint Ms T, Mr H and Mr H are unhappy with the way in which Inter Partner Assistance SA (IPA) handled a claim made on their travel insurance policy (‘the policy’). For ease, I’ve referred to Ms T throughout as this complaint relates to an injury she incurred whilst abro... (3 pages)View decision -
Decision Reference DRN-4497656
26 Feb 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4497656 The complaint Mrs M complains TransUnion International UK Ltd merged her credit file with her sisters, allowing her sister access to see her personal data. What happened Mrs M says her sister contacted her to let her know Mrs M’s personal data was showing on her credit file. Th... (3 pages)View decision -
Decision Reference DRN-4616949
26 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4616949 The complaint Mr S complained that British Gas Insurance Limited (“British Gas”), didn’t make a reasonable adjustment for him as a vulnerable customer under his home emergency policy. Mr S had representation for the complaint, but for ease and simplicity, I’ll only refer to Mr ... (2 pages)View decision -
Decision Reference DRN-4607488
26 Feb 2024 Highway Insurance Company Limited Not upheldInsuranceDRN-4607488 The complaint Mr C complains about Highway Insurance Company Limited’s cancellation of his car insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr C had a telematics (or black box) motor i... (3 pages)View decision -
Decision Reference DRN-4623431
26 Feb 2024 Sainsbury's Bank Plc UpheldConsumer CreditDRN-4623431 The complaint Mr F is unhappy that despite letting Sainsbury’s Bank Plc know he was entering into a Debt Management Plan (DMP), Sainsbury’s continued to harass him for loan payments. What happened I issued my provisional findings to both parties on 9 February 2024 setting out w... (5 pages)View decision -
Decision Reference DRN-4582471
26 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4582471 The complaint Mr G complains that Barclays Bank UK PLC removed the overdraft from his current account when he asked it not to. He’s also complained that once the overdraft was removed, some of the insurance cover he paid extra for was cancelled. What happened Mr G had an overdr... (3 pages)View decision -
Decision Reference DRN-4645117
26 Feb 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4645117 The complaint This complaint is about a mortgage Mr and Mrs W hold with HSBC UK Bank Plc, and their attempts to borrow more money from HSBC to consolidate consumer credit debts. The essence of the complaint is that HSBC’s mortgage advisor told Mr and Mrs W she didn’t think they... (4 pages)View decision -
Decision Reference DRN-4536335
26 Feb 2024 Right Choice Insurance Brokers Ltd Not upheldInsuranceDRN-4536335 The complaint Mr A has complained that Right Choice Insurance Brokers Ltd are unfairly chasing him for a cancellation fee even though he cancelled his motor policy within the 14-day cooling off period. What happened Mr A took out a policy via an aggregator website with Right Ch... (2 pages)View decision
