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 130332 results
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Decision Reference DRN-4988831
4 Sep 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4988831 The complaint Mr Z complains about the way Bank of Scotland plc trading as Lloyds Bank handled a claim he made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. ... (6 pages)View decision -
Decision Reference DRN-4990994
4 Sep 2024 Covea Insurance plc UpheldInsuranceDRN-4990994 The complaint Mrs L complains that Covea Insurance plc unfairly declined her pet insurance claim. What happened In July 2023, Mrs L made a claim for the cost of treatment to repair her dog’s right cruciate ligament. The vet’s costs were £3,583.13. Covea rejected the claim, a... (5 pages)View decision -
Decision Reference DRN-4999406
4 Sep 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4999406 The complaint Ms J complains that a car acquired under a personal contract purchase (PCP) agreement with Toyota Financial Services (UK) PLC (Toyota FS) wasn’t of satisfactory quality when it was supplied to her. What happened In July 2020, Ms J acquired a new car from a dea... (4 pages)View decision -
Decision Reference DRN-4850505
4 Sep 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4850505 The complaint Miss P has complained about the way that Royal & Sun Alliance Insurance Limited (RSA) handled a claim under her home insurance policy. References in this decision to RSA include its agents. What happened Miss P made a claim to RSA in July 2021 after a wat... (3 pages)View decision -
Decision Reference DRN-5001942
4 Sep 2024 Zurich Insurance PLC UpheldInsuranceDRN-5001942 The complaint Mrs O is unhappy with the assistance received under a travel insurance policy underwritten by Zurich Insurance Plc when her husband required emergency medical treatment whilst abroad. All reference to Zurich includes its agents and medical assistance team. Wh... (4 pages)View decision -
Decision Reference DRN-4953774
4 Sep 2024 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-4953774 The complaint This complaint’s about a commercial mortgage that Mr V and Mr V hold with Shawbrook Bank Limited. Mr V and Mr V are unhappy that when they made additional lump sum payments to the mortgage, Shawbrook insisted they provide information about the source of funds (... (3 pages)View decision -
Decision Reference DRN-4855790
4 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4855790 The complaint A company, which I will refer to as D, complains that Barclays Bank UK Plc wrongly closed its account. What happened D’s director told us: She was aware that Barclays was carrying out a Know Your Customer (KYC) review of D’s account, but she complied with t... (3 pages)View decision -
Decision Reference DRN-4945754
4 Sep 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4945754 The complaint Mr R and Mrs R complain that they’d asked The Mortgage Works (UK) Plc (“TMW”) to consent to a transfer of their Buy To Let mortgage (and the equity in the property) to Mrs R alone, as they were separating. But they said TMW had refused without explanation. What... (3 pages)View decision -
Decision Reference DRN-5000435
4 Sep 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-5000435 The complaint Mr and Mrs N complain about the interest rate Mortgage Agency Services Number Five Limited (MAS5) has charged on their mortgage. They state the rate has been increased unfairly and for reasons not permitted by the terms and conditions. Mr and Mrs N have brought... (7 pages)View decision -
Decision Reference DRN-4869120
4 Sep 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4869120 The complaint Mr and Mrs D and family have complained that Inter Partner Assistance SA (IPA) hasn’t fully settled a claim they made on a travel insurance policy. Mr and Mrs D were travelling with their four children. As three of the children are over the age of 16, they hav... (3 pages)View decision