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 362716 results
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Decision Reference DRN-5096474
4 Dec 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5096474 The complaint Mr L’s complaint is about a claim he made on his The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual (‘NFU’) legal expenses insurance policy, which was eventually declined. Mr L says that NFU treated him unfairly and wants th... (3 pages)View decision -
Decision Reference DRN-5141087
4 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5141087 The complaint Ms H complains that NewDay Ltd trading as Marbles was irresponsible in its lending to her. She wants all interest, fees and charges refunded along with statutory interest and any adverse information removed from her credit file. What happened Ms H was provided ... (4 pages)View decision -
Decision Reference DRN-5172084
4 Dec 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5172084 The complaint Mr G’s complaint arises out of a current account held with The Royal Bank of Scotland Plc. Mr G is unhappy that RBS blocked transactions on the account, as a result of which Mr G needed to open a second current account with a different bank. This left a credit... (2 pages)View decision -
Decision Reference DRN-5123742
4 Dec 2024 esure Insurance Limited UpheldInsuranceDRN-5123742 The complaint Mr P complains about delays and the quality of repairs carried out by esure Insurance Limited (“esure”) after making a claim on his car insurance policy. What happened In April 2023 Mr P found that his car had been damaged with spray... (2 pages)View decision -
Decision Reference DRN-5178826
4 Dec 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5178826 The complaint Mrs R is unhappy with how Accredited Insurance (Europe) Ltd (“AIE”) has handled a subsidence claim made on her home insurance policy. Any reference to AIE includes the actions of its agents. What happened The circumstances of this complaint are well known to ... (5 pages)View decision -
Decision Reference DRN-5113821
4 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5113821 The complaint Mr S complained because Lloyds Bank PLC refused to refund him for a transaction he said he hadn’t authorised. What happened On 6 September 2023, an online £8,000 payment was made from Mr S’s Lloyds credit card, to a university. It was made online, using Strong... (4 pages)View decision -
Decision Reference DRN-4894801
4 Dec 2024 Sesame Limited UpheldPensions and AnnuitiesDRN-4894801 The complaint Mr D complains that in 2000, Sesame Limited gave him unsuitable advice to transfer his existing section-32 (‘s32’) buyout plan to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for him and believes this has caused a financial loss.... (7 pages)View decision -
Decision Reference DRN-4945381
4 Dec 2024 ReAssure Limited Not upheldInvestmentsDRN-4945381 The complaint Mrs F complains about obstructions she says were caused by ReAssure Limited when surrendering her Flexible Mortgage Individual Savings Account (FMISA). Mrs F is being represented in her complaint by a family member. For ease I will refer to all actions as being... (2 pages)View decision -
Decision Reference DRN-5188604
4 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5188604 The complaint The executors for the estate of Mr B complain about the decision by Aviva Insurance Limited to turn down a personal accident claim. What happened The late Mr B held personal accident cover with Aviva. The executors made a claim after Mr B sadly passed away fol... (3 pages)View decision -
Decision Reference DRN-5099824
4 Dec 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5099824 The complaint Mr D complains that The Co-operative Bank Plc (The Co-op) unfairly restricted and later closed his accounts, and it won’t return his funds. What happened Around August last year, The Co-op restricted Mr D’s accounts and later closed them following a two-month n... (3 pages)View decision
