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-4547444
25 Jan 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-4547444 The complaint Mr B complains Acromas Insurance Company Limited hasn’t offered a fair value for his caravan following it being written off. What happened The details of the claim are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise the backg... (2 pages)View decision -
Decision Reference DRN-4371530
25 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4371530 The complaint Mr T complains that HSBC UK Bank Plc trading as first direct refused to deal with his complaint through Resolver, so has failed to treat him fairly as a vulnerable person. What happened Mr T had some problems with some transactions on his accounts with first direc... (2 pages)View decision -
Decision Reference DRN-4554533
25 Jan 2024 KGM Underwriting Services Limited Not upheldInsuranceDRN-4554533 The complaint Mr N has complained about KGM Underwriting Services Limited trading as KGM Motor (KGM)’s decision to reject a theft claim he made under his car insurance policy. What happened Mr N bought a car insurance policy with KGM in September 2020 which he subsequently rene... (2 pages)View decision -
Decision Reference DRN-4232189
25 Jan 2024 The Rechabite Friendly Society Limited Not upheldInvestmentsDRN-4232189 The complaint Mr and Mrs T complain about the market value reduction (MVR) The Rechabite Friendly Society Limited (trading as Healthy Investment) has applied to their with-profits ISAs. They say the ISAs were promoted as low risk and believe the investments have been mis- manag... (3 pages)View decision -
Decision Reference DRN-4543211
25 Jan 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4543211 The complaint Mr M has complained that Liverpool Victoria Insurance Company Limited (LV) will not put right what he says are previous poor repairs which is causing water ingress into his home. Mr M previously made a claim under his home insurance policy for storm damage to his ... (2 pages)View decision -
Decision Reference DRN-4541654
25 Jan 2024 Wakam UpheldInsuranceDRN-4541654 The complaint Mr B complains that Wakam avoided his home insurance policy (treated it like it never existed) and refused to pay his claim. What happened Mr B took out a home insurance policy with Wakam online in December 2021 which he subsequently renewed. In July 2023 he conta... (3 pages)View decision -
Decision Reference DRN-4569057
25 Jan 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4569057 The complaint The estate of Mr G brought a complaint against Aviva Life & Pensions UK Limited regarding a pension policy that it believed Mr G would still have held with it. What happened Mr G had a pension policy that started in 1971 with a retirement date in 2000. Mr G ... (2 pages)View decision -
Decision Reference DRN-4580146
25 Jan 2024 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4580146 The complaint Mr N complains Tesco Personal Finance Plc trading as Tesco Bank incorrectly reported late payments for his loan on his credit file. What happened Mr N was in the process of applying for a mortgage in May 2023 when he found Tesco had reported late payments for the ... (2 pages)View decision -
Decision Reference DRN-4547624
25 Jan 2024 Lendable Ltd Not upheldBanking and PaymentsDRN-4547624 Complaint Mr M has complained about a credit card Lendable Ltd (trading as “Zable”) provided to him. He says the credit card as well as the limit increases were irresponsibly provided as it should have been clear that they were unaffordable. Background Zable provided Mr M with ... (3 pages)View decision -
Decision Reference DRN-4352376
25 Jan 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4352376 The complaint Ms T complains Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance have charged her interest when they shouldn’t have. A representative has supported Ms T in bringing this complaint, but for simplicity I’ve just referred to her in this decision. What h... (3 pages)View decision
