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-4638152
23 Feb 2024 Openwork Limited UpheldMortgagesDRN-4638152 The complaint Mr and Mrs G complain that a broker working under the umbrella of Openwork Limited trading as The Openwork Partnership failed to check when their Early Repayment Charge on existing lending ended. They wanted the broker to cover the losses they said this caused. Wh... (8 pages)View decision -
Decision Reference DRN-4607833
23 Feb 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-4607833 The complaint Miss M complains that Red Sands Insurance Company (Europe) Limited gave her misleading information about the premium she would pay for her pet insurance policy. Where I refer to Red Sands, this includes its agents acting on its behalf. What happened Miss M has had... (3 pages)View decision -
Decision Reference DRN-4479170
23 Feb 2024 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-4479170 The complaint Miss H complains that Frasers Group Financial Services Limited who were trading as ‘Studio’ irresponsibly gave her a running account credit facility that she couldn’t afford. For simplicity I will refer to the business as ‘Frasers’ in this decision. What happened ... (2 pages)View decision -
Decision Reference DRN-4576220
23 Feb 2024 Society of Lloyd's Not upheldInsuranceDRN-4576220 The complaint S, a limited company complains about what Society of Lloyd's did following a claim it made on the legal expenses section of its business protection insurance policy. S is represented by its director, Mr M. What happened S had business protection insurance (wh... (3 pages)View decision -
Decision Reference DRN-4600526
23 Feb 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4600526 The complaint Miss A has complained about Watford Insurance Company Europe Limited. She isn’t happy that it cancelled her motor insurance policy. What happened Miss A took out a motor insurance policy with Watford Insurance. However, Watford Insurance went on to cancel her insu... (2 pages)View decision -
Decision Reference DRN-4627530
23 Feb 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4627530 The complaint Mr M complains about The National Farmers’ Union Mutual Insurance Society Limited’s (NFU) handling of a motor insurance claim. Any reference to Mr M or NFU includes respective agents or representatives. I’m aware that the named driver was driving at the time of th... (3 pages)View decision -
Decision Reference DRN-4540291
23 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4540291 The complaint Mr M complains that HSBC UK Bank Plc trading as first direct wrongly reversed a direct debit indemnity refund. What happened In September 2023, Mr M contacted first direct to make an indemnity claim under the direct debit guarantee scheme for council tax payments ... (2 pages)View decision -
Decision Reference DRN-4641430
23 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4641430 The complaint Limited company C complains that Bank of Scotland won’t reimburse it for a payment made by its director that resulted in the loss of the funds to an authorised push payment scam (APP Scam). C’s director, Mr J, has brought other complaints alongside this, but for t... (6 pages)View decision -
Decision Reference DRN-4641039
23 Feb 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-4641039 The complaint Ms L is unhappy DAS Legal Expenses Insurance Company Limited turned down a claim she made on her legal expenses insurance policy. What happened Ms L has legal expenses insurance with DAS (provided as part of her annual travel insurance policy). Following an injury... (3 pages)View decision -
Decision Reference DRN-4640795
23 Feb 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4640795 The complaint Miss N has complained that Great Lakes Insurance SE unfairly declined a claim under her pet insurance policy. What happened Miss N has had pet insurance with Great Lakes since February 2022 to cover her dog whom I’ll refer to as P. The policy covered her for treat... (2 pages)View decision
