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-4856502
25 Jun 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4856502 The complaint Mrs H and Mr H complain that Lloyds Bank General Insurance Limited (Lloyds) has treated them unfairly when handling a claim made on their building’s insurance policy. What happened At the end of August 2023, Mrs and Mr H notified Lloyds of a leak in their downstai... (3 pages)View decision -
Decision Reference DRN-4855999
25 Jun 2024 TM Advances Limited UpheldConsumer CreditDRN-4855999 The complaint Ms H is complaining about TM Advances Limited because she says it lent irresponsibly by providing her with a loan she couldn’t afford. What happened In November 2022, following her application, TM Advances provided Ms H with a loan of £1,500. This was repayable at... (4 pages)View decision -
Decision Reference DRN-4682291
25 Jun 2024 RAC Insurance Limited UpheldInsuranceDRN-4682291 The complaint Mr G has complained that RAC Insurance Limited (RAC) unfairly dealt with a claim under a breakdown cover policy. References to RAC include companies acting on its behalf. What happened Mr G had European breakdown cover. He went abroad in his car. While he was away... (3 pages)View decision -
Decision Reference DRN-4713731
25 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4713731 The complaint Mr A complains that Monzo Bank Ltd did not refund two payments of £4,600 that he lost to a scam. What happened Mr A was looking to purchase a new vehicle and found a company I’ll call ‘X’ on a social media website. He looked up the company and they were registered... (3 pages)View decision -
Decision Reference DRN-4626095
25 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4626095 The complaint Miss J complains that Santander UK Plc restricted her account, and they took too long to complete their investigations. What happened Miss J says that Santander restricted her account after she attempted to transfer money to her friend. She says Santander blocked ... (3 pages)View decision -
Decision Reference DRN-4845606
25 Jun 2024 BISL Limited UpheldInsuranceDRN-4845606 The complaint Mr R complains BISL Limited administered his motor insurance policy poorly. BISL’s been represented by an agent for the complaint. For simplicity I’ve referred to the agent’s actions as being BISL’s own. What happened In July 2023 Mr R’s BISL arranged motor insura... (3 pages)View decision -
Decision Reference DRN-4787999
25 Jun 2024 Carfinance247 Limited UpheldInsuranceDRN-4787999 The complaint Mr C is unhappy that his policy with CarFinance247 Limited (“CarFinance247”) didn’t cover the full value of his vehicle when he made a claim. What happened Mr C purchased a new car in April 2023. He took out guaranteed asset protection (... (3 pages)View decision -
Decision Reference DRN-4871010
25 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4871010 The complaint Mr F is a partner in a business which I’ll call ‘F’. He complains on F’s behalf that Barclays Bank UK Plc behaved unfairly when it closed the partnership’s account. What happened Mr F told us: He had several accounts with Barclays, but on F’s account the bank had... (4 pages)View decision -
Decision Reference DRN-4871008
25 Jun 2024 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-4871008 The complaint Mr G has complained about the transfer of two personal pension plans he held with Sun Life Assurance Company of Canada (UK) Limited, to a small self-administered scheme (“SSAS”). A SSAS is a type of occupational pension, in which the members are also trustees and ... (13 pages)View decision -
Decision Reference DRN-4806116
25 Jun 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4806116 The complaint Mr R has complained about his hire and reward insurer Accelerant Insurance Europe SA/NV UK Branch. He told it he had scrapped his car a few months earlier, but Accelerant wouldn’t backdate the cancellation or pay him any refund of premium. What happened Mr R scrap... (3 pages)View decision