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 128535 results
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Decision Reference DRN-4710992
12 Jun 2024 Covea Insurance plc UpheldInsuranceDRN-4710992 The complaint Mrs R complains that Covea Insurance plc has unfairly declined her car insurance claim. What happened Mrs R took out motor insurance for her car. This was underwritten by Covea. In November 2023, Mrs R suffered a car breakdown. She said that there was smoke and fl... (3 pages)View decision -
Decision Reference DRN-4781468
12 Jun 2024 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-4781468 The complaint Mr D complains about the delays he said Utmost Life and Pensions Limited (Utmost) caused to the transfer of his pension funds to another provider to buy a fixed term annuity. He said this led to him losing the original guaranteed maturity amount (GMA) and he had t... (9 pages)View decision -
Decision Reference DRN-4608543
12 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4608543 The complaint E, a limited company, complains Barclays Bank UK PLC won’t refund transactions it says it didn’t authorise. What happened E held a business account with Barclays. This complaint is brought by a director, Mr T. In late June 2020 Barclays blocked E’s business accoun... (4 pages)View decision -
Decision Reference DRN-4020803
12 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4020803 The complaint Mr K has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140A (‘s.... (6 pages)View decision -
Decision Reference DRN-4782151
12 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4782151 The complaint Mr K is unhappy with the service provided by Accredited Insurance (Europe) Ltd (AIE) following a claim he made on his classic car insurance policy. What happened Mr K took out classic car insurance with AIE. The policy booklet explained in the event of loss or dam... (4 pages)View decision -
Decision Reference DRN-4794695
12 Jun 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-4794695 The complaint Miss L and her mother Ms C complain that Hastings Insurance Services Limited (“Hastings”) mishandled a motor insurance policy. What happened Ms C was born in the late 1950’s outside the UK. She became resident in the UK in the late 1970’s. In late April 2022, Miss... (4 pages)View decision -
Decision Reference DRN-4845291
12 Jun 2024 Lloyds Bank PLC UpheldMortgagesDRN-4845291 The complaint Mr and Mrs E complain about what happened when they tried to refix their mortgage with Lloyds Bank PLC. They said the online system was out of action for several days, and they didn’t have time for an advised appointment. What happened Mr and Mrs E hold a mortgage... (3 pages)View decision -
Decision Reference DRN-4814933
12 Jun 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4814933 The complaint Mr S complains about the quality of a car he acquired through a hire purchase agreement financed by Toyota Financial Services (UK) PLC trading as Redline Finance (Toyota). What happened In March 2023 Mr S acquired a used car through a hire purchase agreement fina... (4 pages)View decision -
Decision Reference DRN-4819626
12 Jun 2024 TSB Bank plc UpheldMortgagesDRN-4819626 The complaint Miss K complained that since September 2022, she had been unable to make payments to her mortgage with TSB Bank plc trading as Whistletree, using a debit card. She said the problem was with Whistletree, it was costing her time and money, and causing stress. What h... (7 pages)View decision -
Decision Reference DRN-4632344
12 Jun 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4632344 The complaint Mrs R complains National Savings and Investments (NS&I) didn’t allow her to access her money. What happened Mrs R had money in two NS&I accounts and lives overseas. Mrs R tried to access her NS&I accounts online and had some problems. Mrs R says she wa... (2 pages)View decision