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 119464 results
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Decision Reference DRN-3865465
20 Dec 2022 Aviva Insurance Limited UpheldInsuranceDRN-3865465 The complaint Mr H and Mrs I has complained that Aviva Insurance Limited (Aviva) unfairly declined a claim under their home insurance policy. As Mr H mainly dealt with the claim and complaint, for ease, I will normally only refer to him. References to Aviva include companies ac... (4 pages)View decision -
Decision Reference DRN-3620709
20 Dec 2022 Target Servicing Limited UpheldMortgagesDRN-3620709 The complaint Mrs M and Mr R complain that Target Servicing Limited delayed the redemption of their help to buy shared equity loan, meaning they had to pay a higher amount to repay the loan. What happened Mrs M and Mr R bought a property with the assistance of the help to buy s... (6 pages)View decision -
Decision Reference DRN-3824084
20 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3824084 The complaint R, a sole trader business, complains that Lloyds Bank PLC lost a copy of its loan agreement. What happened R had a commercial mortgage with Lloyds secured on business premises. The loan was taken out a number of years ago. Neither Lloyds nor R could find a copy of... (4 pages)View decision -
Decision Reference DRN-3866392
20 Dec 2022 Allianz Insurance Plc UpheldInsuranceDRN-3866392 The complaint Mr M complains that Allianz Insurance Plc has treated him unfairly when handling a claim made on his buildings insurance policy. What happened Mr M lives in an apartment in a building with a number of different apartments. In December 2018, Mr M discovered an esca... (6 pages)View decision -
Decision Reference DRN-3866433
20 Dec 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3866433 The complaint Mr and Mrs W complain about delays by Barclays Bank UK Plc in completing a mortgage. They say Barclays offered compensation and hasn’t paid this. What happened Mr and Mrs W completed an internal re-mortgage process with Barclays to change to an offset mortgage. Th... (2 pages)View decision -
Decision Reference DRN-3845250
20 Dec 2022 Covea Insurance plc UpheldInsuranceThe complaint In summary, Mr F complains that Covea Insurance Plc his car insurance provider, disposed of his car after it was stolen and recovered. What happened In December 2021 Covea wrote to Mr F explaining that it was declining his insurance claim. In January 2022, Mr F complained abo... (4 pages)View decision -
Decision Reference DRN-3813028
20 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3813028 The complaint Mr B complains that Barclays Bank UK PLC (“Barclays”) closed his account without notice following it requesting KYC information around his business. What happened Mr B had a business account with Barclays. As part of its regulatory obligations Barclays sent a lett... (3 pages)View decision -
Decision Reference DRN-3557963
20 Dec 2022 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3557963 The complaint Mr W has complained about his home insurer, Accredited Insurance (Europe) Ltd (AIE), regarding a claim he made when his house was flooded. What happened Mr W’s home was flooded on 31 October 2021. The family lived in the damaged property – with downstairs soaked a... (2 pages)View decision -
Decision Reference DRN-3684248
20 Dec 2022 ReAssure Limited UpheldInvestmentsDRN-3684248 The complaint Mr B complains that ReAssure Limited delayed surrendering his life policy. He’s said this led to him paying excess premiums. What happened Mr B had a life and critical illness policy with ReAssure. In November 2020, Mr B called ReAssure and asked to surrender the ... (3 pages)View decision -
Decision Reference DRN-3084404
20 Dec 2022 Capital Professional Limited UpheldInvestmentsDRN-3084404 The complaint Mr and Mrs H complain about the advice they received from Capital Professional Limited, trading as Ascot Lloyd, referred to as “the business”. In short, they say the business gave unsuitable advice to remain invested in the Woodford Equity Income Fund – referred t... (7 pages)View decision
