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 121115 results
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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 -
Decision Reference DRN-3504468
21 Sep 2023 Acumen Independent Financial Planning Limited UpheldPensions and AnnuitiesDRN-3504468 The complaint Mr W complains about the advice given by Acumen Independent Financial Planning Limited (‘Acumen’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension arrangement. He says the advice... (10 pages)View decision -
Decision Reference DRN-4256258
21 Sep 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4256258 The complaint Miss E complains that Advantage Insurance Company Limited wouldn’t provide her with a new quote or renew her motor insurance policy. What happened Miss E contacted Advantage to change her car on cover. But it wasn’t able to offer her a quote for this or to renew h... (2 pages)View decision -
Decision Reference DRN-4360941
21 Sep 2023 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-4360941 The complaint Mr Y complains about contact from Lantern Debt Recovery Services Ltd (Lantern) in relation to someone else’s debt. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In February 2023 Mr Y rece... (2 pages)View decision -
Decision Reference DRN-4123308
21 Sep 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4123308 The complaint Mr P complains about a car he acquired under a hire purchase agreement with Blue Motor Finance Ltd (“BMF”). What happened In January 2023 Mr P entered into a regulated hire purchase agreement with BMF in relation to a used car. The car was about five years old and... (3 pages)View decision
