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 125299 results
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Decision Reference DRN-3926609
29 Jun 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3926609 The complaint Mr M is a sole trader. He’s unhappy with how Lloyds Bank PLC handled his application for a loan under the Recovery Loan Scheme. What happened In July 2021, Mr M applied to borrow £25,000 from Lloyds under the government-backed Recovery Loan Scheme. Over the months... (4 pages)View decision -
Decision Reference DRN-4188239
29 Jun 2023 Secure Trust Bank Plc UpheldConsumer CreditDRN-4188239 The complaint Mr C complains that a car acquired under a hire purchase agreement with Secure Trust Bank Plc trading as Moneyway (Moneyway) wasn’t of satisfactory quality. Mr C has been represented throughout this complaint by his partner. But for ease of reading I’ll refer to M... (5 pages)View decision -
Decision Reference DRN-4108785
29 Jun 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4108785 The complaint Miss C complains about Red Sands Insurance Company (Europe) Limited’s settlement of a claim made under her pet insurance policy. What happened The background to this complaint is very well known to both parties so I’ll provide only a brief summary here. Miss C has... (3 pages)View decision -
Decision Reference DRN-4217444
29 Jun 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4217444 The complaint Mrs C is unhappy with the way Inter Partner Assistance SA (IPA) handled a claim on her travel insurance policy. Mrs C has a representative, but for ease of reference I will refer to all submissions as being made by her. What happened Mrs C became unwell on her jou... (3 pages)View decision -
Decision Reference DRN-4199516
29 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4199516 The complaint Mr C and Mrs C complain that Aviva Insurance Limited (Aviva) failed to find a leak in their home following a claim on their home insurance policy, which they say meant they carried out unnecessary repairs. Aviva are the underwriters of Mr C and Mrs C’s policy; tha... (5 pages)View decision -
Decision Reference DRN-4217085
29 Jun 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4217085 The complaint Mr Q complains that he suffered delays in being able to withdraw money from his pension and suffered distress as a consequence of communication and administrative failures by The Prudential Assurance Company Limited. What happened Mr Q had a Pension with The Prude... (4 pages)View decision -
Decision Reference DRN-4196978
29 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4196978 The complaint Mr S has complained about alleged damage caused by British Gas Insurance Limited (‘British Gas’) following work it carried out under Mr S’s home care policy. What happened British Gas attended Mr S’s home in 2022 to carry out certain repairs to the boiler. Mr S co... (3 pages)View decision -
Decision Reference DRN-4120473
29 Jun 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4120473 The complaint Miss S and Mr Y complain that Admiral Insurance (Gibraltar) unfairly declined their motor insurance claim. Admiral is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Admiral has accepted it is accounta... (3 pages)View decision -
Decision Reference DRN-3742465
29 Jun 2023 West Bay Insurance Plc UpheldInsuranceDRN-3742465 The complaint A company, which I’ll refer to as J, complains that West Bay Insurance Plc (West Bay) didn’t handle the notification of a vehicle theft, under its commercial vehicle insurance policy, correctly. What happened J took out a commercial vehicle insurance policy. In Ja... (4 pages)View decision -
Decision Reference DRN-4217526
29 Jun 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4217526 The complaint Mr R complains about The Royal Bank of Scotland Plc’s (“RBS’s”) approach to a chargeback he raised with them. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons fo... (3 pages)View decision
