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 125363 results
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Decision Reference DRN-4132055
30 May 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4132055 Complaint Mr H has complained about a personal loan Everyday Lending Limited (trading as “Everyday Loans”) provided to him. He says the loan was unaffordable and was therefore irresponsibly lent to him. Background Everyday Loans provided Mr H with a loan for £3,000.00 in May 20... (3 pages)View decision -
Decision Reference DRN-3999847
29 May 2023 Aviva Insurance Limited UpheldInsuranceDRN-3999847 The complaint Mrs S complains about how Aviva Insurance Limited handled and settled a claim under her home insurance policy following a leak. What happened Mrs S held home insurance and home emergency policies. Both insurance policies are underwritten by Aviva. The home emergen... (6 pages)View decision -
Decision Reference DRN-4149846
28 May 2023 Santander UK Plc UpheldMortgagesDRN-4149846 The complaint Mr and Mrs G’s complaint about Santander UK Plc (Santander) relates to an application they made for a new mortgage product with a better rate of interest, in January 2022. That application, they say, was handled badly by Santander leading to financial loss, distre... (3 pages)View decision -
Decision Reference DRN-4157307
27 May 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4157307 The complaint Ms G complains that Barclays Bank UK PLC lost her title deeds. What happened Ms G says she used Barclays safe deposit service to deposit her home title deeds with it in 2004. She says she didn’t access the service until Barclays wrote to her in 2021 to tell her it... (2 pages)View decision -
Decision Reference DRN-4005563
27 May 2023 Erudio Student Loans Limited UpheldConsumer CreditDRN-4005563 The complaint Miss L complains about how Erudio Student Loans Limited dealt with her loan account. What happened Miss L says she has made applications to defer her loan repayment over many years. She says she made an application in September 2021 to defer her loan and provided ... (2 pages)View decision -
Decision Reference DRN-4157174
26 May 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4157174 The complaint Miss M and Ms P complain about how Liverpool Victoria Insurance Company Limited handled and settled a claim they made under their home insurance policy for storm damage. What happened Miss M and Ms P held a household insurance policy that was provided by Liverpool... (5 pages)View decision -
Decision Reference DRN-4073681
26 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4073681 The complaint Mrs W has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under her home insurance policy. References to British Gas include companies acting on its behalf. What happened Mrs W contacted British Gas to send an engineer to deal w... (3 pages)View decision -
Decision Reference DRN-3891977
26 May 2023 Lyncombe Consultants Limited UpheldPensions and AnnuitiesDRN-3891977 The complaint Mr E complains that Lyncombe Consultants Ltd, trading as Merlyn Wealth Management, treated him unfairly whilst providing advice, causing him a financial loss. What happened In 2019, when Mr E was aged 62, he approached a financial advisor (the advisor) to seek adv... (7 pages)View decision -
Decision Reference DRN-4137830
26 May 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4137830 The complaint Mrs O’s complaint concerns Aviva Life & Pensions UK Limited’s mis-sale of her Free- Standing Additional Voluntary Contribution (‘FSAVC’) plan. Mrs O is represented in this complaint, but for ease I’ll refer only to Mrs O. What happened Mrs O was a member of t... (4 pages)View decision -
Decision Reference DRN-4156943
26 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4156943 The complaint Mrs M, Mr M and Mrs M2 are business partners, trading as B. They complain about the handling by Lloyds Bank PLC of B’s debt refinancing. A related entity, which is a trust I shall call M, also refinanced its debt with Lloyds at the same time. Mrs M and Mr M are tr... (6 pages)View decision
