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 119790 results
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Decision Reference DRN-3924499
12 May 2023 ClearBank Limited UpheldBanking and PaymentsDRN-3924499 The complaint Mr G as a director of C, a limited company, complains that ClearBank Limited (“ClearBank”) won’t refund money C lost after falling victim to a scam. What happened Mr G says C’s account was set up with the purpose of purchasing buy-to-let properties. In October 202... (4 pages)View decision -
Decision Reference DRN-3879254
11 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3879254 The complaint Mrs H has complained that her pet insurer, Casualty & General Insurance Company (Europe) Ltd (“CGIC”), turned down a claim she made under the policy she has for her dog. CGIC is the underwriter of this policy i.e. the insurer. Throughout the claim Mrs H was de... (3 pages)View decision -
Decision Reference DRN-3838256
11 May 2023 Zurich Insurance PLC UpheldInsuranceDRN-3838256 The complaint W complains Zurich Insurance Plc’s handled its residential property owners’ insurance claim poorly. W and Zurich have been represented by agents for the claim and complaint. For simplicity I’ve referred to the agents’ actions as being those of W or Zurich. What ha... (4 pages)View decision -
Decision Reference DRN-4054454
11 May 2023 ReAssure Life Limited UpheldPensions and AnnuitiesDRN-4054454 The complaint Miss M complains that the information ReAssure Life Limited provides to her on its online portal is inaccurate, and doesn’t reflect changes she has made to her pension investments. And she complains that ReAssure has stopped sending her the weekly statement of her... (3 pages)View decision -
Decision Reference DRN-3877202
11 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3877202 The complaint Mr M complains that Lloyds Bank Plc blocked a payment he needed to make and then took an unreasonable amount of time to unblock his account. What happened On 2 July 2022 Mr M was trying to purchase a vehicle. He tried to make a payment to the seller but it was fla... (2 pages)View decision -
Decision Reference DRN-4103859
11 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4103859 The complaint Mr M complains that HSBC UK Bank Plc blocked his accounts for an extended period of time, meaning he was unable to repay the outstanding balance of a credit card, leading to a default being registered on his credit file. What happened Mr M held several accounts wi... (3 pages)View decision -
Decision Reference DRN-4125471
11 May 2023 U K Insurance Limited UpheldInsuranceDRN-4125471 The complaint Mrs K complained that her claim for escape of water was unfairly declined under her home insurance policy with UK Insurance Limited (“UKI”). What happened Mrs K made a claim to UKI when she noticed water staining to her kitchen ceiling. The leak appeared to be com... (3 pages)View decision -
Decision Reference DRN-4011933
11 May 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-4011933 The complaint Mr P, through his representative, complains that Evergreen Finance London Limited, trading as MoneyBoat.co.uk (MoneyBoat), lent to him four times in one year without carrying out the right checks. If MoneyBoat had carried out the right checks before approving the ... (6 pages)View decision -
Decision Reference DRN-4121335
11 May 2023 Zurich Insurance PLC UpheldInsuranceDRN-4121335 The complaint A small business which I’ll refer to as R, complains Zurich Insurance PLC has unreasonably declined a claim it made on a business protection policy. Mr A brings this complaint on behalf of R but has also chosen to be represented. However, for ease, in this decisio... (4 pages)View decision -
Decision Reference DRN-4069463
11 May 2023 QIC Europe Ltd UpheldInsuranceDRN-4069463 The complaint Miss G is unhappy with how QIC Europe Ltd handled a claim she made on her buildings insurance policy and says it took too long to decline the claim. What happened QIC is the underwriter of this policy i.e. it’s the insurer. Part of this complaint concerns the acti... (3 pages)View decision
