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-4679782
8 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4679782 The complaint B has complained that Lloyds Bank Plc “Lloyds” failed to set up a client account for it in a reasonable amount of time, which led to B incurring a number of charges and damage to its reputation. A director of B says that he also incurred personal costs because of ... (7 pages)View decision -
Decision Reference DRN-4815852
8 Jul 2024 West Bay Insurance Plc UpheldInsuranceDRN-4815852 The complaint Ms K and Mr B complain about how West Bay Insurance Plc handled a motor insurance claim. West Bay’s been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being West Bay’s own. Ms K is the main policyholder... (3 pages)View decision -
Decision Reference DRN-4853014
8 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4853014 The complaint Miss A complains that esure Insurance Limited have provided poor service when dealing with her claim. There were long delays, a lack of communication, they sold the salvage when she wanted to buy it back and they didn’t pay the settlement agreed. What happened In ... (3 pages)View decision -
Decision Reference DRN-4789247
8 Jul 2024 1plus1 Loans Limited UpheldConsumer CreditDRN-4789247 The complaint Miss R, through her representative, complains that 1Plus1 Loans Limited (1Plus1) lent to her when she could not afford it and she says 1Plus1 only approved the loan because of the guarantor it required before lending. What happened Miss R applied for a loan of £1,... (8 pages)View decision -
Decision Reference DRN-4889345
8 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4889345 The complaint Mr S complained that Barclays Bank UK PLC should pay him more compensation than it offered, after denying making a mistake when it froze his account but admitting to poor service in relation to unfreezing his account. What happened In June 2023, Barclays suspended... (5 pages)View decision -
Decision Reference DRN-4879742
8 Jul 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-4879742 The complaint Mr S complains that a car supplied to him under a hire purchase agreement by CA Auto Finance UK Ltd (“CAAF”) was of an unsatisfactory quality. What happened I issued a provisional decision on this complaint in May 2024. In that decision I explained why I thought t... (5 pages)View decision -
Decision Reference DRN-4888292
8 Jul 2024 Covea Insurance plc UpheldInsuranceDRN-4888292 The complaint Ms H has complained on behalf of HRL, a limited company, about the way Covea Insurance plc handled a claim made under their buildings insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: HRL own... (5 pages)View decision -
Decision Reference DRN-4884180
8 Jul 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4884180 The complaint Mr C has complained that Tesco Underwriting Limited (Tesco) unfairly dealt with a claim under his car insurance policy. What happened Mr C made a claim when items were stolen from his car. These items were a games console, radio transmitter and sunglasses. Tesco c... (4 pages)View decision -
Decision Reference DRN-4803380
8 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4803380 The complaint Miss M complains that Monzo Bank Limited won’t refund her after she fell victim to an investment scam. What happened Miss M has explained that while on a social media platform, she came across a company claiming to offer investment trading performed by artificial ... (4 pages)View decision -
Decision Reference DRN-4865291
8 Jul 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4865291 The complaint Mr F complains that TSB Bank plc closed his current account and reported a default. He also complains that interest refunded to him following a review isn’t sufficient. What happened Mr F opened a Classic Enhance account on 20 December 2013. The account included a... (2 pages)View decision