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 121479 results
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Decision Reference DRN-4487144
16 Jan 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4487144 The complaint Ms M has complained about Liverpool Victoria Insurance Company Limited (LV). She isn’t happy about the way it dealt with a claim under her motor insurance policy. For ease of reading any reference to LV includes its agents. What happened Ms M had a motor insurance... (2 pages)View decision -
Decision Reference DRN-4561621
16 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4561621 The complaint A company which I’ll call ‘M’ complains that Barclays Bank UK Plc treated them unfairly when they attempted to recall some international payments they’d made. The complaint is brought on M’s behalf by their manager, Miss S and one of their directors, Mr R. What ha... (3 pages)View decision -
Decision Reference DRN-4415113
16 Jan 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4415113 The complaint Mr I’s representative complains about the due diligence London & Colonial Services Limited (‘L&C’) undertook before accepting Mr I’s application. Mr I is being represented by a Claims Management Company (‘CMC’) who complains on Mr I’s behalf that L&C d... (46 pages)View decision -
Decision Reference DRN-4561389
16 Jan 2024 Lowell Portfolio I Ltd UpheldBanking and PaymentsDRN-4561389 The complaint Miss W complains that Lowell Portfolio I Ltd harassed her in relation to an unenforceable debt. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Lowell says Miss W had a credit card with a b... (4 pages)View decision -
Decision Reference DRN-4263518
16 Jan 2024 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-4263518 The complaint Miss G brought a complaint to this service when she didn’t obtain satisfaction from Scottish Friendly Assurance Society Limited after she became concerned that unexpected deductions were being made from her investment. To put things right, Miss G wants Scottish Fr... (4 pages)View decision -
Decision Reference DRN-4533919
16 Jan 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4533919 The complaint Mr and Mrs D complain about how Astrenska Insurance Limited dealt with a claim against their travel insurance policy. Reference to Astrenska includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them aga... (2 pages)View decision -
Decision Reference DRN-4352540
16 Jan 2024 more 2 life Ltd UpheldMortgagesDRN-4352540 The complaint Mr and Mrs M complain that delays by more 2 life Limited trading as Standard Life Home Finance (SLHF) resulted in them not being able to complete on the lifetime mortgage they’d applied for. What happened Mr and Mrs M applied for a lifetime mortgage – a form of eq... (3 pages)View decision -
Decision Reference DRN-4558951
16 Jan 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4558951 The complaint Mr N complains that Lloyds Bank PLC (‘Lloyds’) won’t refund him the money he lost when he fell victim to a scam and with the service he received. What happened Mr N wanted to have his loft converted and looked on a site that helps customers find local professional... (3 pages)View decision -
Decision Reference DRN-4495316
16 Jan 2024 Berkshire Hathaway International Insurance Ltd UpheldInsuranceDRN-4495316 The complaint Mr S has complained about the way Berkshire Hathaway International Insurance Ltd (BHIIL) handled his claim under his Motor Trade Insurance policy following the theft of a vehicle insured under it. BHIIL is the underwriter (insurer) of this policy. Much of this com... (2 pages)View decision -
Decision Reference DRN-4468422
16 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4468422 The complaint Mr and Mrs S complain Admiral Insurance (Gibraltar) Limited failed to deal with their subsidence claim appropriately. Admiral has used contractors for the claim. In places, for simplicity, I’ve referred to the actions of the contractors as being those of Admiral. ... (3 pages)View decision
