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 125399 results
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Decision Reference DRN-4486595
11 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4486595 The complaint Mrs T complains that Bank of Scotland plc, trading as Halifax, lent to her irresponsibly. What happened In 2019 Halifax provided Mrs T with a credit card account with a limit of £4,300. Following sustained difficulties for her in managing the account, Halifax ulti... (2 pages)View decision -
Decision Reference DRN-4655466
11 Apr 2024 Zurich Assurance Ltd UpheldInsuranceDRN-4655466 The complaint Mr B complains about the way Zurich Assurance Ltd has handled a claim he made on a group income protection insurance policy. Mr B is represented by Ms M. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary... (4 pages)View decision -
Decision Reference DRN-4698247
11 Apr 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4698247 The complaint Miss I complains that Lloyds Bank PLC (‘Lloyds’) irresponsibly granted her credit on a credit card that she couldn’t afford to repay. What happened In October 2010 Miss I took out a credit card with Lloyds. Her credit limit was later increased on various occasions... (2 pages)View decision -
Decision Reference DRN-4647457
11 Apr 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4647457 The complaint Mr D has complained that The Royal Bank of Scotland Plc, previously trading as Child & Co (“RBS”), didn’t provide any support to him when he tried to downgrade his fee-paying packaged account to a fee-free account. Mr D says he wanted to do this as he was expe... (8 pages)View decision -
Decision Reference DRN-4734426
11 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4734426 The complaint Mr T complains that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions UK LLP) failed to conduct adequate due diligence on both his adviser and selected investment when it accepted his application to open a self-invested personal pension (‘SIPP’... (20 pages)View decision -
Decision Reference DRN-4716826
11 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4716826 The complaint Miss H complains about esure Insurance Limited (“EIL”) and their delay in paying her outstanding car finance, as part of the motor insurance claim she made. Miss H also complains about the service EIL provided her during this claim, setting out the impact this has... (5 pages)View decision -
Decision Reference DRN-4707550
11 Apr 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4707550 The complaint Mr S complains Admiral Insurance (Gibraltar) Limited settled his motor insurance claim unfairly. What happened In July 2023 Mr S’ vehicle was damaged in a collision. He claimed under his Admiral motor insurance policy. Admiral deemed the vehicle a write off (or to... (5 pages)View decision -
Decision Reference DRN-4673362
11 Apr 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4673362 The complaint Mr B has complained about his parts and garage cover provider Acromas Insurance Company Limited because it declined his claim for a failed fuel pump. Acromas has used an agent to handle the claim and complaint on its behalf. Acromas is responsible for the actions ... (3 pages)View decision -
Decision Reference DRN-4734350
11 Apr 2024 Quilter Mortgage Planning Limited UpheldMortgagesDRN-4734350 The complaint Mr D and Miss Z’s complaint is about mortgage advice they were given by a representative of Quilter Mortgage Planning Limited (Quilter). They say that, because of errors by Quilter hey lost out on the mortgage interest rate they wanted. They had to accept a higher... (5 pages)View decision -
Decision Reference DRN-4670578
10 Apr 2024 National Savings and Investments UpheldInvestmentsDRN-4670578 The complaint Ms T complains about the very poor service National Savings and Investments (NS&I) provided when she wanted to encash part of her premium bond holding. Ms T says that due to the delays on NS&I’s part, she missed out on the opportunity to buy a second hand ... (4 pages)View decision
