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-4260985
14 Aug 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4260985 The complaint Mr C has complained that Casualty & General Insurance Company (Europe) Ltd (C&G) unfairly declined a claim on his pet insurance policy. What happened On 31 December 2021 Mr C took out a pet insurance policy with C&G for his dog, A. He made a claim to C... (2 pages)View decision -
Decision Reference DRN-4128645
14 Aug 2023 Lloyds Bank PLC UpheldMortgagesDRN-4128645 The complaint Mr G complains that Lloyds Bank PLC unfairly declined to make changes to his mortgage account. Mr G says Lloyds told him once he’d brought the account up to date it would look at removing his ex-partner from the account and extending the term. Mr G asks that Lloyd... (4 pages)View decision -
Decision Reference DRN-4225326
14 Aug 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4225326 The complaint Mrs Q complains that Liverpool Victoria Insurance Company Limited (LV) cancelled her motor insurance policy and then wouldn’t cover a claim. She wants it to cover the claim. What happened Mrs Q took out a policy with LV and arranged to pay her premium by monthly i... (3 pages)View decision -
Decision Reference DRN-4272796
14 Aug 2023 AWP P&C SA UpheldInsuranceDRN-4272796 The complaint Mrs Z complains that AWP P&C SA has turned down a travel disruption claim she made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a brief summary of what I think are the key ev... (3 pages)View decision -
Decision Reference DRN-4298114
14 Aug 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4298114 The complaint Mr D complains about the way TSB Bank Plc handled his application for a current account. What happened In mid-February 2023 Mr D made an online application for a current account with TSB. The account was opened and he was due to switch his account from another bus... (2 pages)View decision -
Decision Reference DRN-4297862
14 Aug 2023 Lendable Ltd UpheldConsumer CreditDRN-4297862 The complaint Mr R complains about the quality of a car he has been financing through an agreement with Lendable Ltd, trading as Autolend. What happened I’ve previously issued a couple of provisional decisions on this complaint. The most recent provisional decision was issued i... (6 pages)View decision -
Decision Reference DRN-4161125
14 Aug 2023 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4161125 The complaint Mr C complains that J.P. Morgan Europe Limited trading as Chase hasn’t refunded him the money he lost when he fell victim to a scam. What happened The details of this case have been clearly set out by our Investigator - when he wrote to Chase upholding Mr C’s comp... (3 pages)View decision -
Decision Reference DRN-3835341
14 Aug 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3835341 The complaint Mr T complains about the advice NTM Financial Services Ltd (NTM) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a financ... (15 pages)View decision -
Decision Reference DRN-4297909
14 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4297909 The complaint Ms A is unhappy with the service she’s received from British Gas Insurance Limited (British Gas) following a claim she made. Where I’ve referred to British Gas, this also includes any actions carried out by the agent handling the claim on British Gas’ behalf. What... (5 pages)View decision -
Decision Reference DRN-4291434
14 Aug 2023 Ageas Insurance Limited UpheldInsuranceDRN-4291434 The complaint The estate of Mr B1, represented by its executors, Mr B and Mr H, has complained about the estate’s property insurer, Ageas Insurance Limited, because Ageas has declined a claim for water damage on the grounds it believes the property was unoccupied. What happened... (4 pages)View decision
