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-4788147
3 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4788147 The complaint Mr M complains that he received a poor level of service from Lloyds when he got in touch with the bank about closing an account. What happened Mr M complained to Lloyds in October last year, after he says he experienced poor service via the bank’s online chat serv... (3 pages)View decision -
Decision Reference DRN-4886728
3 Jul 2024 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-4886728 The complaint P, a limited company, complains that Tide Platform Ltd won’t refund payments it says weren’t authorised. P is represented by Ms S, the director. What happened P holds an account with Tide. In March 2023 seven payments left P’s account in a few minutes, all to merc... (4 pages)View decision -
Decision Reference DRN-4888025
3 Jul 2024 Abacus Money Management Ltd UpheldInvestmentsDRN-4888025 The complaint Mrs B complains about Abacus Money Management Ltd’s (“Abacus”) handling of a transfer of her investments and the sale of a unit trust. What happened Mrs B is represented by her husband, Mr B, in bringing this complaint. Mr B raised a separate complaint about his i... (4 pages)View decision -
Decision Reference DRN-4782356
3 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4782356 The complaint Miss B and Mr N are unhappy that Aviva Insurance Limited proportionately reduced the settlement for a claim they made after their home was burgled. What happened Miss B and Mr N held a home insurance policy with Aviva which was incepted in July 2022. In April 2023... (4 pages)View decision -
Decision Reference DRN-4887961
3 Jul 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4887961 The complaint Mrs P and Mr S complain that Haven Insurance Company Limited unfairly declined their motor insurance claim and cancelled their policy. What happened In April 2023, Mr S took out a motor insurance policy with Haven with Mrs P as a named driver. The policy was taken... (3 pages)View decision -
Decision Reference DRN-4830468
3 Jul 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4830468 The complaint H, a limited company, complains Royal & Sun Alliance Insurance Limited turned down a claim it made on its business protection insurance policy. What happened H operates a hydro power plant. In January 2020 it took out insurance with RSA which included cover fo... (4 pages)View decision -
Decision Reference DRN-4773826
3 Jul 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4773826 The complaint Mr D complains that Accredited Insurance (Europe) Ltd (“Accredited”) said it would pay a proportion of a claim under his car insurance policy because he’d misrepresented his annual mileage. What happened Mr D had a motor insurance policy with Accredited covering h... (3 pages)View decision -
Decision Reference DRN-4743984
3 Jul 2024 Financial Administration Services Limited UpheldPensions and AnnuitiesDRN-4743984 The complaint Ms W is unhappy with the delay she feels Financial Administration Services Limited (FASL) is responsible for in the transfer of her Pension Sharing Order (PSO) from a provider I’ll refer to as provider R to it. What happened Annexes to two PSOs dated 16 September ... (4 pages)View decision -
Decision Reference DRN-4729318
3 Jul 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-4729318 The complaint Mrs B complains about the information AXA PPP Healthcare Limited gave to her when she took out a private medical insurance policy, its subsequent decision to decline a claim and its failure to provide a refund on cancellation of the policy. What happened In summar... (4 pages)View decision -
Decision Reference DRN-4718186
3 Jul 2024 Northern Bank Limited UpheldBanking and PaymentsDRN-4718186 The complaint Ms B complains Northern Bank Limited trading as Danske Bank is trying to claim £10,000 back from a joint account she’s named on. What happened Ms B has an account with Danske Bank with a debit card and has been a customer for approximately 10 years. She says befor... (3 pages)View decision