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 122405 results
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Decision Reference DRN-3978083
13 Mar 2023 Haven Insurance Company Limited UpheldInsuranceDRN-3978083 The complaint Mr C complains about the settlement that Haven Insurance Company Limited offered him for his van following a claim made on his commercial motor insurance policy. He’s also unhappy with delays in the claim being paid. What happened Mr C’s van was damaged by fire, a... (2 pages)View decision -
Decision Reference DRN-3858537
13 Mar 2023 Acromas Insurance Company Limited UpheldInsuranceDRN-3858537 The complaint Mrs H complains about the settlement Acromas Insurance Company Limited offered her for her car following a claim made on her motor insurance policy. She’s also unhappy with its level of service. Mrs H wants the settlement increased. What happened Mrs H’s car was d... (3 pages)View decision -
Decision Reference DRN-3974030
13 Mar 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3974030 The complaint A, a limited company, complains that Lloyds Bank PLC made errors when switching its bank account leading to inconvenience and business disruption. What happened A applied to Lloyds to switch its account from a different financial business. The director contacted L... (4 pages)View decision -
Decision Reference DRN-4018334
13 Mar 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4018334 The complaint Miss C and Mr T were business partners. Their complaint, brought primarily by Mr T, is that Lloyds Bank PLC issued a Bounce Back Loan in their joint names even though Mr T is no longer involved in the business. What happened Miss C and Mr T ran a business together... (3 pages)View decision -
Decision Reference DRN-3988715
13 Mar 2023 QIC Europe Ltd UpheldInsuranceDRN-3988715 The complaint Mr and Mrs B complain about QIC Europe Ltd’s (QIC) decision to decline their claim for storm damage, having initially accepted it, under their home buildings insurance policy. What happened Mr and Mrs B say that during high winds in November 2021 a roof ridge tile... (4 pages)View decision -
Decision Reference DRN-3979976
13 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-3979976 The complaint Mrs A has complained about a leak she said British Gas Insurance Limited (British Gas) caused when it carried out work under her home emergency policy. What happened British Gas sent an engineer to Mrs A’s home to deal with a leak outside her home. While he was th... (2 pages)View decision -
Decision Reference DRN-4009114
13 Mar 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4009114 The complaint Mr N is unhappy that Metro Bank PLC denied his account application when he gave his correct country of birth but approved a later application when he said he was born in the UK. What happened Mr N applied to Metro for a new account, but his application was rejecte... (3 pages)View decision -
Decision Reference DRN-4015128
13 Mar 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4015128 The complaint Mr C complained that Aviva Life & Pensions UK Limited caused delays in arranging for the payment of his pension and tax-free cash. He says the delays caused him to draw money from another pension which resulted in him paying tax that he otherwise would not hav... (4 pages)View decision -
Decision Reference DRN-3994980
13 Mar 2023 Lloyds Bank PLC UpheldInvestmentsDRN-3994980 The complaint The directors of a small business complain about advice and products sold to them by Lloyds Bank PLC over the last 30 years or so. What happened I see a lot’s been written about the directors’ history with Lloyds. I want to thank everyone for their time and effort... (4 pages)View decision -
Decision Reference DRN-4018209
13 Mar 2023 Target Servicing Limited UpheldMortgagesDRN-4018209 The complaint Mr S and Ms L were undertaking a transfer of equity to remove Ms L from their joint mortgage and Help to Buy (“HTB”) loan as they’d separated. They complained to Target Servicing Limited about delays in the process. Whilst Ms L is a party to this complaint because... (4 pages)View decision
