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-4386876
22 Jan 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4386876 The complaint Mr W complains that there were undue delays in the transfer of his Phoenix Life Limited (‘Phoenix’) pension to another provider. During these delays the pension transfer value fell, causing Mr W financial loss. In addition, Mr W does not believe the fall in value ... (5 pages)View decision -
Decision Reference DRN-4322523
22 Jan 2024 TMG Direct Limited Not upheldMortgagesDRN-4322523 The complaint Mr and Mrs S complain that delays by their mortgage broker, an appointed representative of TMG Direct Limited trading as TMG Mortgage Network, meant they missed out on a more favourable interest rate on their mortgage. They complain they’ll be paying more interest... (4 pages)View decision -
Decision Reference DRN-4353413
22 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4353413 The complaint Mr H and Mrs H are unhappy with HSBC UK Bank Plc, trading as first direct, regarding issues surrounding cheques that were submitted for deposit. What happened Mr H and Mrs H paid in two cheques via HSBC’s mobile banking app. However, the cheques were both returned... (3 pages)View decision -
Decision Reference DRN-4372098
22 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4372098 The complaint Mr C complains about Royal & Sun Alliance Insurance Limited’s (RSA) decision to decline an escape of water claim on his home insurance policy. Any reference to RSA includes the actions of its agents. What happened The circumstances of this complaint are well k... (3 pages)View decision -
Decision Reference DRN-4572854
22 Jan 2024 Bank of Scotland Plc UpheldMortgagesDRN-4572854 The complaint This complaint’s about a mortgage Mr C and Mrs G hold with Bank of Scotland Plc (BOS) trading as Halifax. There are three broad elements to the complaint; these are: BOS misled them about the timing of monthly changes to its valuation index forcing them to pay a ... (3 pages)View decision -
Decision Reference DRN-4332964
22 Jan 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4332964 The complaint G, a limited company, complains that The Royal Bank of Scotland Plc changed the payment for G’s loan with RBS without the agreement of any of the directors of G, then took a large sum of money from G’s current account to pay the loan, without asking or notifying G... (4 pages)View decision -
Decision Reference DRN-4417405
22 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4417405 The complaint Mr S complains that Barclays Bank UK PLC declined his chargeback claim. What happened Mr S paid £250 to a merchant (“CJ”) for a fitness plan. Mr S found that the plan was unsuitable for his dietary requirements. And asked CJ for a refund. CJ said it wouldn’t issue... (2 pages)View decision -
Decision Reference DRN-4555415
22 Jan 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4555415 The complaint Mr G has complained that Lloyds Bank General Insurance Limited (Lloyds) unfairly declined a claim under a contents insurance policy. What happened Mr G contacted Lloyds to make a claim for damage to his contents, which he said was the result of a storm. Lloyds ass... (2 pages)View decision -
Decision Reference DRN-4572718
22 Jan 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4572718 The complaint Mr B complains that Liverpool Victoria Insurance Company Limited (LV) rejected his claim under his breakdown and recovery motor insurance policy when his car broke down whilst abroad. He wants it to reimburse his recovery costs. What happened Mr B said he paid LV... (3 pages)View decision -
Decision Reference DRN-4554894
22 Jan 2024 BUPA Insurance Limited UpheldInsuranceDRN-4554894 The complaint Mr W has complained that BUPA Insurance Limited (‘BUPA’) failed to respond to him when he wanted to continue his policy in 2018. What happened Mr W had a private medical insurance policy, underwritten by BUPA. In 2018, Mr W left his employer and BUPA offered him a... (2 pages)View decision
