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-4590623
20 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4590623 The complaint Mr S complains that Nationwide Building Society (“Nationwide”) failed to act on his request to limit the use of his debit card to ATM withdrawals which resulted in him being able to spend all his available funds on gambling sites. What happened Mr S has a problem ... (4 pages)View decision -
Decision Reference DRN-4363973
20 Feb 2024 Highway Insurance Company Limited Not upheldInsuranceDRN-4363973 The complaint Mr W is complaining about the way Highway Insurance Company Limited wants to settle a claim he made on his buildings insurance policy. What happened In February 2023 a pipe burst in the loft of Mr W’s property which caused extensive damage to the property. So he c... (3 pages)View decision -
Decision Reference DRN-4419872
20 Feb 2024 Charter Court Financial Services Limited Not upheldMortgagesDRN-4419872 The complaint Mr B and Ms D are unhappy with the valuation fee they were charged when they applied for a bridging loan from Charter Court Financial Services Limited trading as Precise Mortgages. They don’t consider they were given enough information about the valuation fee and ... (4 pages)View decision -
Decision Reference DRN-4618577
20 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4618577 The complaint Mrs R complains about the decline of her motor insurance claim by Admiral Insurance (Gibraltar) Limited. What happened The background to this complaint is well known to Mrs R and Admiral. In my decision, I’ll focus mainly on giving the reasons for reaching the out... (3 pages)View decision -
Decision Reference DRN-4504880
20 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4504880 The complaint Mr E complains HSBC UK Bank Plc (“HSBC”) misadvised him about which account to open to make a high value payment and that he wasn’t able to open a currency account (HCA) in euros he needed due to adverse information on his credit report. He feels that the layout o... (4 pages)View decision -
Decision Reference DRN-4526644
20 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4526644 The complaint Mr M complains that Bank of Scotland plc trading as Halifax linked his account profile to another customer when he tried to open a children’s saver account. What happened Mr M tried to open a children’s saver account with Halifax, online and in branch. However, af... (2 pages)View decision -
Decision Reference DRN-4632983
20 Feb 2024 Insurance Factory Ltd UpheldInsuranceDRN-4632983 The complaint B, a company, complains that Insurance Factory Ltd trading as Insurance Choice (‘Insurance Factory’) mis-sold a commercial insurance policy. B is represented by Mr and Mrs S. What happened B holds a commercial policy with an insurer that had been arranged by Insur... (3 pages)View decision -
Decision Reference DRN-4632556
20 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4632556 The complaint Mr S complains Monzo Bank Ltd unfairly loaded a CIFAs marker on the National Fraud Database. He wants the marker removed and compensation. What happened Mr S opened an account with Monzo in December 2020. In January 2021 Monzo reviewed his account, closed it, and ... (3 pages)View decision -
Decision Reference DRN-4632283
20 Feb 2024 Folgate Insurance Company Ltd UpheldInsuranceDRN-4632283 The complaint B, a company, complains about the settlement paid by Folgate Insurance Company Ltd after making a claim under their commercial insurance policy. B is represented by Mr and Mrs S. What happened B holds a commercial policy with Folgate that was arranged by a broker.... (5 pages)View decision -
Decision Reference DRN-4613563
20 Feb 2024 AWP P&C S.A. UpheldInsuranceDRN-4613563 The complaint Mr and Mrs B complain because AWP P&C SA didn’t pay a cancellation claim under their travel insurance policy. What happened Mr and Mrs B are insured under a travel insurance policy, underwritten by AWP, which is provided as a benefit of a packaged bank account... (4 pages)View decision
