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 125400 results
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Decision Reference DRN-4069236
21 Jun 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4069236 The complaint Mr and Mrs M are unhappy with the settlement AA Underwriting Insurance Company Limited offered for the repair of their storm-damaged garden wall. Mr and Mrs M had a joint policy for home insurance underwritten by AA. For ease of reading, I’ll refer mainly to Mr M ... (3 pages)View decision -
Decision Reference DRN-4029919
21 Jun 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4029919 The complaint Mr S complains that Starling Bank Limited (“Starling”) hasn’t refunded in full the money he lost when he fell victim to an email interception scam. What happened The detailed background to this complaint is well known to both parties, so I won’t repeat it again he... (3 pages)View decision -
Decision Reference DRN-4143162
21 Jun 2023 HSBC UK Bank Plc UpheldConsumer CreditDRN-4143162 The complaint Mr S complains that HSBC UK Bank Plc lent to him irresponsibly. What happened HSBC provided Mr S with the following loans: Loan 1 September 2014 £10,000 over 36 months Loan 2 June 2015 £15,570 over 60 months Mr S complained that HSBC lent to him irresponsibly. He ... (3 pages)View decision -
Decision Reference DRN-4199122
21 Jun 2023 My Finance Club Limited UpheldConsumer CreditDRN-4199122 The complaint Mr M complains that My Finance Club Limited lent to him when he could not afford it. Mr M also complains about the way he was treated and he says that the management of his loan accounts was poor. Mr M is not content about the way his complaint was handled by My F... (11 pages)View decision -
Decision Reference DRN-4202984
21 Jun 2023 Evolution Insurance Company Limited UpheldInsuranceDRN-4202984 The complaint Ms J complains about Evolution Insurance Company Limited’s handling of her home emergency insurance claim. Evolution is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Evolution has accepted it is acco... (6 pages)View decision -
Decision Reference DRN-4026683
21 Jun 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4026683 The complaint Mrs P has complained about Admiral Insurance (Gibraltar) Limited’s decision to decline a claim she and Mr P made under their home insurance policy they made following a burglary. What happened In November 2021 Mrs P made a claim to Admiral following a burglary at ... (4 pages)View decision -
Decision Reference DRN-4202246
21 Jun 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4202246 The complaint Mr and Mrs G complain that Lloyds Bank PLC haven’t refunded them in full after they fell victim to an investment scam. What happened I issued a provisional decision for this complaint on 6 June 2023. Both parties have responded to say they’ve nothing further to ad... (8 pages)View decision -
Decision Reference DRN-4197194
21 Jun 2023 U K Insurance Limited UpheldInsuranceDRN-4197194 The complaint Mr N complains about how U K Insurance Limited trading as Darwin (“UKI”) handled the cancellation and refund of premium under his car insurance policy. What happened Mr N bought a policy with UKI in 2021. The policy renewed in January 2022. He then sold his car in... (3 pages)View decision -
Decision Reference DRN-4202710
21 Jun 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4202710 The complaint Mr J complains about Fortegra Europe Insurance Company Ltd’s handling of a claim for a damaged sofa under his furniture protection plan. Fortegra uses a third party company to administer these plans and handle claims, and most of Mr J’s correspondence has been wit... (3 pages)View decision -
Decision Reference DRN-4201329
21 Jun 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4201329 The complaint Mrs M complains Casualty & General Insurance Company (Europe) Ltd (CGI) refused to pay her claim and asked for additional premiums after she made a claim under her pet insurance policy. What happened Mrs M took out a pet insurance policy for her dog with CGI; ... (3 pages)View decision
