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 122183 results
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Decision Reference DRN-4013939
23 May 2023 Zurich Insurance PLC UpheldInsuranceDRN-4013939 The complaint Mr D, as a director, complains on behalf of T, a limited company, about Zurich Insurance PLC’s handling of a claim made on a business insurance policy. What happened T holds insurance with Zurich. In August 2020, T’s premises were flooded and a claim was made with... (3 pages)View decision -
Decision Reference DRN-4135850
23 May 2023 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4135850 The complaint Mr D is unhappy because errors were made by The Royal London Mutual Insurance Society Limited (Royal London) in connection with his pension plan which took time to correct. Mr D says as a result of the delay he was unable to switch his pension fund out of Royal Lo... (9 pages)View decision -
Decision Reference DRN-4097391
22 May 2023 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-4097391 The complaint Ms S complains that Marks and Spencer Financial Services Plc trading as M&S Bank lent to her irresponsibly. What happened Ms S applied for a loan with M&S in May 2021. M&S approved the application and gave Ms S a loan for £13,000 over a term of 60 mont... (3 pages)View decision -
Decision Reference DRN-4009578
22 May 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4009578 The complaint Miss T complains Advantage Insurance Company Limited refused to repair the air conditioning unit in her car following a claim she made on her motor insurance policy. What happened Miss T made a claim on her car insurance policy when she was in an accident. Advanta... (3 pages)View decision -
Decision Reference DRN-4074489
22 May 2023 Bamboo Limited UpheldConsumer CreditDRN-4074489 The complaint Mr B says Bamboo Limited, trading as Bamboo Loans, irresponsibly lent to him. What happened This complaint is about a 24-month instalment loan for £3,500 that Bamboo provided to Mr B on 12 April 2022. The monthly repayments were £222.62 and the total repayable was... (3 pages)View decision -
Decision Reference DRN-4109597
22 May 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4109597 The complaint Ms H complains about AA Underwriting Insurance Company Limited’s (“AA”) decision to decline her claim under her home insurance policy. What happened Ms H says her ceramic hob was damaged accidentally when an item fell from a cupboard above causing the glass to cra... (3 pages)View decision -
Decision Reference DRN-4146442
22 May 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4146442 The complaint Mr C has complained, via a representative, that Barclays Bank UK PLC (“Barclays”) failed to act on a signed third-party authorisation (TPA) letter sent in August 2019, which allowed the representative to act on behalf of Mr C, pending a Lasting Power of Attorney (... (5 pages)View decision -
Decision Reference DRN-4049878
22 May 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4049878 The complaint Miss G complains that Santander UK Plc loaded a fraud marker against her name on the National Fraud Database. She’d like the marker removed and compensation for the impact on her. What happened Miss G had an account with Santander. On 28 June 2022 Miss G received ... (4 pages)View decision -
Decision Reference DRN-3939584
22 May 2023 RCI Financial Services Limited UpheldConsumer CreditDRN-3939584 The complaint Miss F complains about the quality of a car she acquired under a hire purchase agreement with RCI Financial Services Limited (RCI). What happened In December 2020, Miss F entered into a hire purchase agreement with RCI to acquire a brand-new car. The cash price of... (6 pages)View decision -
Decision Reference DRN-4142316
22 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4142316 The complaint Mr and Mrs C complain AXA Insurance UK Plc applied a proportional settlement to a claim against their home insurance policy. What happened Mr and Mrs C made a claim on their AXA home insurance policy following storm damage. AXA accepted the claim but considered M... (2 pages)View decision
