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 125267 results
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Decision Reference DRN-4088481
27 Jun 2023 Building Block Insurance PCC Ltd UpheldInsuranceDRN-4088481 The complaint Mr A complains about the way Building Block Insurance PCC Ltd dealt with a claim on his roadside assistance insurance policy and says all of his expenses should have been reimbursed. Where I refer to Building Block, this includes its agents and claims handlers act... (3 pages)View decision -
Decision Reference DRN-4133287
27 Jun 2023 Pinnacle Insurance Plc UpheldInsuranceDRN-4133287 The complaint Mr L has complained that Pinnacle Insurance plc (Pinnacle) has declined his claim for the cost of treatment for his pet dog on the ground that the condition treated existed before the policy start date. What happened Mr L took out a policy with Pinnacle for his pe... (3 pages)View decision -
Decision Reference DRN-4208457
27 Jun 2023 One Insurance Limited UpheldInsuranceDRN-4208457 The complaint Miss M complains that One Insurance Limited avoided her motor insurance policy (treated it like it never existed) and refused to pay her claim. What happened In May 2022, Miss M’s fiancé, Mr M, took out a motor insurance policy with One Insurance through a price c... (5 pages)View decision -
Decision Reference DRN-4191086
27 Jun 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4191086 The complaint Miss K says that Nationwide Building Society (“Nationwide”) acted unfairly by continuing to apply charges to her account when she was in financial difficulty. What happened Miss K holds an account with Nationwide with a £2,000 overdraft. Miss K complained to Natio... (3 pages)View decision -
Decision Reference DRN-4201267
27 Jun 2023 Lloyds Bank PLC UpheldConsumer CreditDRN-4201267 The complaint Ms H complains that Lloyds Bank PLC irresponsibly approved an unaffordable loan. What happened Ms H says she took out a Lloyds loan in 2016 for just under £15,000. She says the loan was unaffordable and Lloyds didn’t carry out appropriate checks on the application... (2 pages)View decision -
Decision Reference DRN-4000188
27 Jun 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4000188 The complaint Mrs P has complained about how Santander UK Plc (“Santander”) handled her request to setup a standing order on her account. Mrs P says that she was assisted by a member of staff in branch when using a machine to set up the payment. Mrs P says that a warning messag... (2 pages)View decision -
Decision Reference DRN-4195508
27 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4195508 Complaint Mr R is unhappy that HSBC UK Bank Plc didn’t do more to help him when he was the victim of a scam. He has brought this complaint with the assistance of a representative, but for simplicity’s sake I’ve referred to Mr R throughout. Background Between late 2019 and mid-2... (6 pages)View decision -
Decision Reference DRN-4166313
27 Jun 2023 Klarna Bank AB (publ) UpheldConsumer CreditDRN-4166313 The complaint Ms K complains that Klarna Bank AB (publ) terminated her account and sold it to a debt collection agency. She also complains that Klarna charged her over £3,600 in payments which had nothing to do with her account. What happened Ms K had an account with Klarna, wi... (3 pages)View decision -
Decision Reference DRN-4210047
27 Jun 2023 Chetwood Financial Limited UpheldConsumer CreditDRN-4210047 The complaint Ms S says Chetwood Financial Limited, trading as BetterBorrow, irresponsibly lent to her. What happened Ms S took out a 36-month instalment loan for £3,000 on 16 March 2022. The monthly repayments were £123.85 and the total repayable was £4,458.80. Ms S says it wa... (3 pages)View decision -
Decision Reference DRN-4127969
27 Jun 2023 Zurich Insurance PLC UpheldInsuranceDRN-4127969 The complaint Ms L has complained about how Zurich Insurance PLC (Zurich) dealt with a claim under a home insurance policy. What happened Ms L contact Zurich to make a claim following a water leak at her home. Zurich accepted the claim and arranged for damage to the bathroom to... (2 pages)View decision
