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 120469 results
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Decision Reference DRN-4281021
21 Sep 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4281021 The complaint Mr B, in his capacity as the director of a limited company R, complains that Advanced Payment Solutions Limited trading as Cashplus Bank (“Cashplus”) won’t refund a transaction he didn’t authorise. What happened The full details of this complaint are well known to... (3 pages)View decision -
Decision Reference DRN-4250421
21 Sep 2023 Accelerant Insurance Limited UpheldInsuranceDRN-4250421 The complaint Mr A complains that Accelerant Insurance Limited unfairly avoided his commercial vehicle insurance policy and declined his claim. What happened Mr A had an insurance policy with Accelerant which covered his van for courier work. Mr A’s van was damaged while on the... (4 pages)View decision -
Decision Reference DRN-4359250
21 Sep 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4359250 The complaint Ms M is unhappy with the compensation Santander UK Plc (“Santander”) has offered her for several banking errors that she feels have had an accumulative effect and impact on her life and wellbeing. What happened The circumstances that led to this complaint are well... (3 pages)View decision -
Decision Reference DRN-4360522
21 Sep 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4360522 The complaint Miss L has complained about the service she received from Inter Partner Assistance SA (IPA) when making a claim under her travel insurance policy. What happened The facts are well known to the parties and not in dispute. In summary Miss L took ill whilst abroad an... (2 pages)View decision -
Decision Reference DRN-4355576
21 Sep 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4355576 The complaint Mr and Mrs J, who are business partners, complain that Lloyds Bank PLC is unfairly pursuing them for legal costs incurred when recovering the outstanding balance of a loan. What happened Mr and Mrs J had a secured commercial loan from Lloyds. There was a court jud... (4 pages)View decision -
Decision Reference DRN-4357325
21 Sep 2023 Zurich Insurance PLC UpheldInsuranceDRN-4357325 The complaint Mr A says Zurich Insurance PLC and its agent provided poor service by not confirming he was covered by one of its group commercial vehicle insurance policies. What happened Mr A was involved in an accident with a cyclist in November 2021 when working as an indepen... (2 pages)View decision -
Decision Reference DRN-4356027
21 Sep 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4356027 The complaint X complains that ReAssure Limited did not act fairly in relation to a pension withdrawal. He says that ReAssure advised him to delay the withdrawal until the following tax year so that he would pay less tax. When he later came to take the pension, it had risen in ... (4 pages)View decision -
Decision Reference DRN-4352247
21 Sep 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4352247 The complaint Mr H complains that Accredited Insurance (Europe) Limited (“AIL”) has offered a reduced settlement for a claim he made on his home insurance policy. Reference to AIL includes its agents and representatives. Such as the administrator, B, who Mr H has been dealing w... (5 pages)View decision -
Decision Reference DRN-4346132
21 Sep 2023 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4346132 The complaint Mr and Mrs O complain about the decision by Chaucer Insurance Company Designated Activity Company to turn down their travel insurance claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’l... (2 pages)View decision -
Decision Reference DRN-4025005
21 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4025005 The complaint A company, which I will refer to as K, complains about the way Barclays Bank UK Plc carried out a Know Your Customer (KYC) review. Mr W, who is a director of K, brings this complaint on K’s behalf. What happened Mr W told us: On 24 November 2022, the debit card h... (4 pages)View decision
