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-4112905
27 Nov 2023 AXIS Specialty Europe SE UpheldInsuranceDRN-4112905 The complaint Mr V complains about the way AXIS Speciality Europe SE settled a fire damage claim under a Landlords Occupied insurance policy. What happened A property Mr V rents to tenants suffered extensive fire damage in 2021. So, he raised a claim to AXIS which it accepted. ... (3 pages)View decision -
Decision Reference DRN-4477008
27 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4477008 The complaint Mr H complains that Barclays Bank UK PLC has failed fully to comply with his subject access request (SAR) for documents despite him making the request a number of times, and that it failed to respond to his complaint. What happened Mr H says that he first made the... (3 pages)View decision -
Decision Reference DRN-4479024
27 Nov 2023 Advantage Finance Ltd UpheldConsumer CreditDRN-4479024 The complaint Mr H is complaining about Advantage Finance Ltd. He says they were irresponsible in lending to him because the repayments were unaffordable. What happened In April 2021, Mr H took out a hire purchase agreement with Advantage to finance the purchase of a van. He pa... (4 pages)View decision -
Decision Reference DRN-4472012
27 Nov 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4472012 The complaint Ms C complains that Lloyds Bank PLC sent copies of her bank statements to different persons including her ex-partner, causing her severe emotional distress. What happened A request was made at a branch of Lloyds on 2 November 2022 by Ms C’s ex-partner for copies o... (3 pages)View decision -
Decision Reference DRN-4426695
27 Nov 2023 Marsh Finance Ltd UpheldConsumer CreditDRN-4426695 The complaint Mr E has complained about how Marsh Finance Ltd handled the termination of his car finance agreement. What happened Mr E entered into a finance agreement with Marsh. However, in October 2021, he called it to explain that his driving licence had been revoked. Marsh... (2 pages)View decision -
Decision Reference DRN-4479012
27 Nov 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4479012 The complaint Miss R complains Creation Financial Services Limited have continued to report defaults on two accounts when they shouldn’t have. What happened I issued a provisional decision setting out what’s happened, and what I thought about that. I’ve copied the relevant elem... (5 pages)View decision -
Decision Reference DRN-4478988
27 Nov 2023 One Insurance Limited UpheldInsuranceDRN-4478988 The complaint Mr B complains One Insurance Limited referred him to an accident management company (‘AMC’) for credit hire and repair when he called to claim on his car insurance policy. Mr B is represented in this matter by his wife, Mrs B. However, for ease, I’ll refer to Mr B... (5 pages)View decision -
Decision Reference DRN-4390329
27 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4390329 The complaint Mr H and Mr W complain about the way AXA Insurance UK Plc dealt with a claim on their commercial property insurance, particularly about delays and poor communication. Where I refer to AXA, this includes its agents and claims handlers acting on its behalf. What hap... (3 pages)View decision -
Decision Reference DRN-4411591
27 Nov 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4411591 The complaint Mr G has complained about a mortgage current account (“MCA”) linked to his mortgage he holds with Barclays Bank UK PLC. He says Barclays kept adding interest to the account without notifying him of the increasing balance which denied him the opportunity to do some... (9 pages)View decision -
Decision Reference DRN-4352612
27 Nov 2023 London and Country Mortgages Ltd UpheldMortgagesDRN-4352612 The complaint Miss M’s complaint about London and Country Mortgages Ltd (L&C) relates to the time taken to process and complete her mortgage application and also the service she received. What happened In June 2022, Miss M instructed L&C, a mortgage broker, to advise he... (4 pages)View decision
