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 128312 results
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Decision Reference DRN-4970729
16 Aug 2024 RAC Insurance Limited UpheldInsuranceDRN-4970729 The complaint Mr R complains about how RAC Insurance Limited handled a claim on his roadside assistance insurance policy. What happened Mr R bought a travel and roadside assistance policy to cover his family and his car for when they went abroad. The policy is an insurance c... (3 pages)View decision -
Decision Reference DRN-4917500
16 Aug 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4917500 The complaint Mr D complains about how Liverpool Victoria Insurance Company Limited [“LV”] has handled a claim he’s made on the legal expenses part of his motor insurance policy. What happened LV is the underwriter of the policy, i.e. it's the insurer. Part of this comp... (2 pages)View decision -
Decision Reference DRN-4967494
16 Aug 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4967494 The complaint Mrs M complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided her with loans without properly checking her finances. Mrs M has also made a number of other complaint points, including that the cost of the loans weren’t expla... (6 pages)View decision -
Decision Reference DRN-4884275
16 Aug 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4884275 The complaint Mr A and Mrs A complain Lloyds Bank PLC (“Lloyds”) have not completed a sufficient investigation into how fraud was able to take place on their account. They are also unhappy their account was blocked while they were abroad, and the distress and inconvenience c... (3 pages)View decision -
Decision Reference DRN-4689997
16 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4689997 The complaint Mr L complains that Barclays Bank UK PLC trading as Barclaycard wouldn’t take instruction to retain his credit card’s credit limit over the phone. What happened Mr L has a credit card account with Barclaycard with a limit of £8,000. In August 2023, Barclaycard... (3 pages)View decision -
Decision Reference DRN-4970434
16 Aug 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4970434 The complaint Mr and Mrs M have complained about their motor insurer, Liverpool Victoria Insurance Company Limited (LV). They believe it completed a poor repair which resulted in their car being damaged beyond repair. Mrs M is the policyholder, with Mr M being a named drive... (7 pages)View decision -
Decision Reference DRN-4602047
16 Aug 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4602047 The complaint Mr S complains that HSBC UK Bank Plc converted an incoming foreign currency payment into sterling, causing him to lose out on the exchange rate. What happened Mr S held a Global Money Account (GMA) with HSBC, which he opened in December 2022. He was expecting a... (5 pages)View decision -
Decision Reference DRN-4596959
16 Aug 2024 U K Insurance Limited UpheldInsuranceDRN-4596959 The complaint Mrs M complains that U K Insurance Limited (UKI) refused unfairly to consider a claim she made on her property insurance. What happened Mrs M had a landlords building insurance policy with UKI. When it was due for renewal UKI said she need do nothing if she was... (2 pages)View decision -
Decision Reference DRN-4889086
16 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4889086 The complaint E, a business, complains that Monzo Bank Ltd didn’t make clear that E would also need an account with a different business it was partnered with to receive a currency payment. What happened E says it contacted Monzo to ask if it could receive a payment in Polis... (2 pages)View decision -
Decision Reference DRN-4893565
16 Aug 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4893565 The complaint Mr F complains that Tesco Underwriting Limited (Tesco) has unfairly refused to consider a claim on his home insurance, and has cancelled the policy and recorded this on an industry database. What happened Mr F bought a policy for his new home in November 2022. ... (4 pages)View decision