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-4358757
21 Sep 2023 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4358757 The complaint J complain DAS Legal Expenses Insurance Company Limited have declined their claim for costs under their legal expenses insurance policy. What happened J had an agricultural tenancy that came to an end in November 2021. In December 2021 they served notice on their ... (4 pages)View decision -
Decision Reference DRN-4344918
21 Sep 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4344918 The complaint A charity, which I will refer to as ‘N’, complains that The Co-Operative Bank Plc is refusing to reimburse some unauthorised transactions on their bank account. N also say that these transactions were unusual to their normal account activity and as such the bank o... (3 pages)View decision -
Decision Reference DRN-4284909
21 Sep 2023 Mars Capital Finance Limited UpheldMortgagesDRN-4284909 The complaint Mrs and Mr G have complained about a secured loan they have with Mars Capital Finance Limited. What happened Mrs and Mr G took out the loan in July 2005. They borrowed £96,000 (plus PPI) over 25 years. The account went into arrears in 2005 and has remained so sinc... (4 pages)View decision -
Decision Reference DRN-4332290
21 Sep 2023 Simplyhealth Access UpheldInsuranceDRN-4332290 The complaint Ms D complains about the decision by Simplyhealth Access to turn down her dental claim. She’s also unhappy with Simplyhealth’s handing of the matter. What happened Ms D is covered under her employer’s Denplan policy, underwritten by Simplyhealth. After Ms D made a... (2 pages)View decision -
Decision Reference DRN-4263915
21 Sep 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4263915 The complaint Mr L has complained that Liverpool Victoria Insurance Company Limited unreasonably delayed in repairing his car under his motor policy following an accident. What happened Mr L was involved in an accident on 24 October 2022. He made a claim to LV who instructed it... (2 pages)View decision -
Decision Reference DRN-4344930
21 Sep 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4344930 The complaint A charity, which I will refer to as ‘S’, complains that The Co-Operative Bank Plc is refusing to reimburse some unauthorised transactions on their bank account. S also say that these transactions were unusual to their normal account activity and as such the bank o... (3 pages)View decision -
Decision Reference DRN-4354764
21 Sep 2023 CASLP Ltd UpheldPensions and AnnuitiesDRN-4354764 The complaint Mr B complains that CASLP Ltd (Sanlam) failed to issue him with forms to complete and return in time for his payments from his pension policies to be processed in line with his instructions. He feels this has led to increased income tax liabilities. What happened ... (8 pages)View decision -
Decision Reference DRN-4348807
21 Sep 2023 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4348807 The complaint Ms F complains about a new car she acquired through a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (Northridge). The car suffered an engine failure and Ms F is unhappy the car now needs a replacement engine, which she is expect... (4 pages)View decision -
Decision Reference DRN-4103631
21 Sep 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4103631 The complaint Mr N is unhappy with the service he received from The Co-operative Bank Plc (Co-op). What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: In September 2022 Mr N started... (2 pages)View decision -
Decision Reference DRN-4130245
21 Sep 2023 Studio Retail Limited UpheldConsumer CreditDRN-4130245 The complaint Mrs M, who is represented by a third party, says Studio Retail Limited (“Studio Retail”) irresponsibly lent to her. She has requested that the interest and late payment charges she paid on the account be refunded. What happened This complaint is about a shopping a... (3 pages)View decision
