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 122183 results
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Decision Reference DRN-4544379
19 Jan 2024 ReAssure Limited UpheldInsuranceDRN-4544379 The complaint Mr F complains about the way ReAssure Limited (ReAssure) have administered his whole of life policy. In particular, he is unhappy with how they have attempted to resolve an issue following missed reviews. What happened Mr F has a reviewable whole of life policy wi... (2 pages)View decision -
Decision Reference DRN-4511521
19 Jan 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4511521 The complaint Mr G complains about the refund of premium Marshmallow Insurance Limited offered him after an open claim used to calculate his premium for his motor insurance policy was closed as non-fault. He wants a refund and compensation for his trouble and upset. What happe... (2 pages)View decision -
Decision Reference DRN-4131023
19 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4131023 The complaint A company I’ll call M complains that Barclays Bank UK PLC (Barclays) took too long to complete a Know Your Customer (KYC) review. M is represented by its secretary, Mr G. What happened In 2021, Barclays started a KYC review of M’s business. M had a funding arrange... (3 pages)View decision -
Decision Reference DRN-4030396
19 Jan 2024 Allium Money Limited UpheldConsumer CreditDRN-4030396 The complaint Mr C complains about Allium Money Limited’s response to a claim he made under sections 75 and 140 of the Consumer Credit Act 1974. What happened Mr C bought a solar panel system (“the system”) for his home in 2019, from a supplier I’ll call “F”. The purchase was f... (4 pages)View decision -
Decision Reference DRN-4228219
19 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4228219 The complaint Mr B complains that Santander UK Plc (Santander) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of t... (4 pages)View decision -
Decision Reference DRN-4356527
19 Jan 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4356527 The complaint Miss S and Mr W complain that Lloyds Bank PLC (Lloyds) is refusing to refund them the amount they lost as the result of Mr W falling victim to a scam. Miss S and Mr W are being represented by a third party. To keep things simple, I will refer to Mr W throughout my... (3 pages)View decision -
Decision Reference DRN-4568990
19 Jan 2024 Alwyn Insurance Company Limited UpheldInsuranceDRN-4568990 The complaint Mrs S’ complaint is about a claim she made on her Alwyn Insurance Company Limited (‘Alwyn’) landlord legal protection insurance policy. All references to Alwyn in their decision include their claims handlers. What happened Mrs S made a claim on her landlord legal ... (5 pages)View decision -
Decision Reference DRN-4546114
19 Jan 2024 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4546114 The complaint Mr K complains Epayments Systems Ltd (“Epayments”) blocked his account and withheld the funds in it. Mr K adds Epayments isn’t fairly processing its KYC review, and as a result is causing delays in refunding his funds. What happened On 11 February 2020 the regulat... (4 pages)View decision -
Decision Reference DRN-4540419
19 Jan 2024 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4540419 The complaint Mr V complains Epayments Systems Ltd (“Epayments”) blocked his account and withheld the funds in it. Mr V adds Epayments isn’t fairly processing its KYC review, and as a result is causing delays in refunding his funds. What happened On 11 February 2020 the regulat... (4 pages)View decision -
Decision Reference DRN-4541037
19 Jan 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4541037 The complaint Mr F complained that Scottish Equitable Plc trading as Aegon (Aegon) transferred both of his pension plans to a new provider, when he had only asked for one to be transferred. This resulted in a loss of guaranteed benefits on the policy he did not wish to transfer... (5 pages)View decision
