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-4008529
8 Mar 2023 esure Insurance Limited UpheldInsuranceDRN-4008529 The complaint Mr and Mrs R have complained that esure Insurance Limited hasn’t paid a fair settlement when they made a claim for an escape of water under their home insurance policy. What happened Around Christmas time in 2020, Mr and Mrs R said they noticed plaster bubbling on... (7 pages)View decision -
Decision Reference DRN-3622376
8 Mar 2023 The Tavistock Partnership Limited UpheldPensions and AnnuitiesDRN-3622376 The complaint Mr M complains he was given unsuitable advice by Base Financial Limited (BFL) to switch his personal pension to a self invested personal pension (SIPP) with a new provider and invest via a Discretionary Fund Manager (DFM). At the time BFL was an appointed represen... (6 pages)View decision -
Decision Reference DRN-3941486
8 Mar 2023 Zurich Assurance Ltd UpheldInvestmentsDRN-3941486 The complaint Mrs C and Mr C are unhappy with Zurich Assurance Limited’s decision to reduce the level of benefit paid when they made a claim. Although this complaint was brought by both consumers, I’ll refer to all submissions as being made by Mr C as this complaint concerns hi... (2 pages)View decision -
Decision Reference DRN-3986508
8 Mar 2023 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3986508 Complaint Mr L has complained that Ikano Bank AB (publ) (“Ikano”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr L bought a condensing boiler for his home in 2021. The purchase was funded by a loan from Ikano, and that business is ... (4 pages)View decision -
Decision Reference DRN-3640330
8 Mar 2023 First Data Europe Limited UpheldBanking and PaymentsDRN-3640330 The complaint A company I’ll call F complains that First Data Europe Limited trading as FDMS (First Data Merchant Solutions) (“First Data”) unfairly declined to refund transactions it says it didn’t authorise. F is represented by its director, Mr V. What happened Between Decemb... (3 pages)View decision -
Decision Reference DRN-3961652
8 Mar 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3961652 The complaint Ms A has complained about delays and the settlement she received from Lloyds Bank General Insurance Limited trading as Halifax(Lloyds) when she made a claim under her home and buildings insurance policy. What happened Ms A made an escape of water claim to Lloyds i... (3 pages)View decision -
Decision Reference DRN-3969690
8 Mar 2023 U K Insurance Limited UpheldInsuranceDRN-3969690 The complaint Miss F has complained about the way U K Insurance Limited (‘UKI’) has handled a claim she made on her landlord building insurance policy. What happened Miss F let out her property to a tenant who died in February 2021 while occupying the property. This wasn’t disc... (4 pages)View decision -
Decision Reference DRN-3992100
8 Mar 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-3992100 Complaint Ms P has complained that Loans 2 Go Limited (“L2G”) provided her with an unaffordable loan. Background L2G provided Ms P with a loan for £1,000.00 in December 2019. This loan had an APR of 1,013.2% and an 18-month term. This all meant the total amount repayable of £4,... (4 pages)View decision -
Decision Reference DRN-4007936
7 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4007936 The complaint Miss M is unhappy that National Westminster Bank Plc (“NatWest”) made the decision to close her accounts because she resides overseas. What happened Miss M is a UK resident who works overseas for a UK company and who returns to the UK on a regular basis to maintai... (3 pages)View decision -
Decision Reference DRN-4008112
7 Mar 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-4008112 The complaint Mr O complains about the sale of two bonds by Gallium Fund Solutions Limited. He says he was given false reassurances about how secure the investments were and misled that there was protection if the investments failed. What happened The B&G Plc Bond In April ... (6 pages)View decision
