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 125400 results
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Decision Reference DRN-3994845
10 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3994845 The complaint Mr M has complained that when he deposited £1,700 cash at the counter in the branch Lloyds Bank PLC wrongly credited his bank account with £1,200. What happened Mr M and his wife had recently had a new baby. Friends and family had given him some money for the new ... (3 pages)View decision -
Decision Reference DRN-4260278
10 Aug 2023 Peninsula Business Services Limited UpheldInsuranceDRN-4260278 The complaint N, a company, complains about a commercial legal protection insurance policy sold to it by Peninsula Business Services Ltd (‘Peninsula’), alongside a service agreement. N says the policy was mis-sold. What happened N was engaged in a dispute with a former employee... (3 pages)View decision -
Decision Reference DRN-3517614
10 Aug 2023 Hiscox Insurance Company Limited UpheldInsuranceDRN-3517614 The complaint Mr F complains about the decision of Hiscox Insurance Company Limited to decline his business interruption insurance claim, made following the COVID-19 pandemic. What happened The following is intended merely as a brief summary. Mr F operates as a travel agency. T... (7 pages)View decision -
Decision Reference DRN-3998828
10 Aug 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3998828 The complaint Mr P complains about how AA Underwriting Insurance Company Limited (AAUICL) dealt with a claim on his After the Event Insurance policy. What happened Mr P was involved in an accident in his car. The next morning, he called his insurance broker to claim on his moto... (3 pages)View decision -
Decision Reference DRN-4292267
10 Aug 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4292267 The complaint Mr and Mrs B have complained about Accredited Insurance (Europe) Ltd (AIE)’s decision to reject a claim they made for storm damage under their home and buildings insurance policy. Mr and Mrs B are being represented in their complaint. For ease, I’ll refer to Mr an... (4 pages)View decision -
Decision Reference DRN-4216157
10 Aug 2023 Close Brothers Limited UpheldConsumer CreditDRN-4216157 The complaint Miss B complains that Close Brothers Limited wrongly recorded against her credit record that she had been in arrears with her car finance when she had had a payment holiday agreed with it. What happened During the Covid 19 pandemic Miss B applied for, and agreed a... (2 pages)View decision -
Decision Reference DRN-4196041
10 Aug 2023 Highway Insurance Company Limited UpheldInsuranceDRN-4196041 The complaint Mr and Mrs O have complained about Highway Insurance Company Limited’s decision to decline a claim they made under Mr O’s motor insurance policy and cancel the policy. What happened Mr O bought a motor insurance policy with the insurer Highway. Unfortunately his c... (2 pages)View decision -
Decision Reference DRN-4097531
10 Aug 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4097531 The complaint Mr P is unhappy that Starling bank Limited has refused to refund the money he lost after falling victim to a scam. 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: Mr... (5 pages)View decision -
Decision Reference DRN-4294650
10 Aug 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4294650 The complaint Mr and Mrs K complain about how Royal & Sun Alliance Insurance Limited (RSA) has handled a claim on their home insurance policy. What happened In October 2019, Mr and Mrs K reported a leak in their property. RSA inspected it and declined the claim as it though... (4 pages)View decision -
Decision Reference DRN-4284100
10 Aug 2023 Western Provident Association Limited UpheldInsuranceDRN-4284100 The complaint Mr C complains that Western Provident Association Limited (WPA) won’t pay for a diagnostic test he had, simply because of where it took place. What happened Mr C has insurance which provides access to a range of medical services from certain providers. In late 202... (3 pages)View decision
