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 125299 results
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Decision Reference DRN-3953351
23 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3953351 The complaint Mr R complains that Casualty & General Insurance Company (Europe) Ltd unfairly turned down his pet insurance claim. What happened In September 2022 Mr R’s dog was chasing a ball when he suddenly yelped and stopped. The dog held his back leg off the ground and ... (4 pages)View decision -
Decision Reference DRN-4141934
23 May 2023 First Response Finance Ltd UpheldConsumer CreditDRN-4141934 The complaint Mr A complains that a car he acquired through a Hire Purchase Agreement (HPA) with First Response Finance Limited (FRF) wasn’t fit for purpose. He would like to reject the car or to split the cost of the repair with FRF paying 80% of the repair cost and Mr A the r... (4 pages)View decision -
Decision Reference DRN-4087617
23 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4087617 The complaint Ms L is unhappy that despite Lloyds Bank PLC (“Lloyds”) knowing about her financial difficulties and vulnerabilities it failed to take any action or support her regarding the repayment of her overdraft for two years. Ms L is also unhappy with the default recorded ... (3 pages)View decision -
Decision Reference DRN-4115420
23 May 2023 Bank of Scotland Plc UpheldMortgagesDRN-4115420 The complaint Ms M has complained that, after a Covid-19 payment deferral ended on her mortgage, Bank of Scotland Plc trading as Birmingham Midshires (and referred to here as BM) increased her monthly payments substantially and put her account into arrears. BM has now agreed to... (3 pages)View decision -
Decision Reference DRN-4145143
23 May 2023 Ageas Insurance Limited UpheldInsuranceDRN-4145143 The complaint Mr I complains about the settlement offered by Ageas Insurance Limited on a subsidence claim on his property insurance policy. Reference to Ageas includes its agents. What happened Mr I held a property insurance policy with Ageas. Mr I purchased the property knowi... (4 pages)View decision -
Decision Reference DRN-4132219
23 May 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4132219 The complaint A company that I’ll refer to as J has complained that Great Lakes Insurance SE unfairly declined their motor fleet insurance claim. Mr P, a director of J, has brought the complaint on J’s behalf. Great Lakes is the insurer of this policy. Part of this complaint co... (3 pages)View decision -
Decision Reference DRN-4013939
23 May 2023 Zurich Insurance PLC UpheldInsuranceDRN-4013939 The complaint Mr D, as a director, complains on behalf of T, a limited company, about Zurich Insurance PLC’s handling of a claim made on a business insurance policy. What happened T holds insurance with Zurich. In August 2020, T’s premises were flooded and a claim was made with... (3 pages)View decision -
Decision Reference DRN-4135850
23 May 2023 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4135850 The complaint Mr D is unhappy because errors were made by The Royal London Mutual Insurance Society Limited (Royal London) in connection with his pension plan which took time to correct. Mr D says as a result of the delay he was unable to switch his pension fund out of Royal Lo... (9 pages)View decision -
Decision Reference DRN-4097391
22 May 2023 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-4097391 The complaint Ms S complains that Marks and Spencer Financial Services Plc trading as M&S Bank lent to her irresponsibly. What happened Ms S applied for a loan with M&S in May 2021. M&S approved the application and gave Ms S a loan for £13,000 over a term of 60 mont... (3 pages)View decision -
Decision Reference DRN-4009578
22 May 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4009578 The complaint Miss T complains Advantage Insurance Company Limited refused to repair the air conditioning unit in her car following a claim she made on her motor insurance policy. What happened Miss T made a claim on her car insurance policy when she was in an accident. Advanta... (3 pages)View decision
