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-4078396
18 May 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4078396 The complaint Miss B complains about how Advantage Insurance Company Limited handled her motor insurance claim. What happened On 3 September 2022, Miss B made a claim online as her car had been stolen. In error, this was incorrectly set up by her as a notification only and clos... (3 pages)View decision -
Decision Reference DRN-4063531
18 May 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4063531 The complaint Mr M has complained that Barclays Bank UK PLC (“Barclays”) acted unfairly by continuing to apply charges to his account when he was in financial difficulty. What happened Mr M held and account with Barclays with an overdraft facility. The account was closed with a... (4 pages)View decision -
Decision Reference DRN-4138839
18 May 2023 Hiscox Underwriting Limited UpheldInsuranceDRN-4138839 The complaint Mr and Mrs K have complained about Hiscox Underwriting Limited’s decision to decline a claim they made under an additional policy cover they added to their standard buildings insurance policy called Renovations and Extensions Cover. As Mr K is the lead complainan... (5 pages)View decision -
Decision Reference DRN-4007084
18 May 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4007084 The complaint Mr J has complained that he is unhappy with the quality of a car he acquired in November 2021, using a loan from Santander Consumer (UK) Plc (“Santander”). What happened Mr J acquired a used Audi in November 2021, using a fixed-sum loan agreement with Santander. T... (4 pages)View decision -
Decision Reference DRN-4133183
17 May 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4133183 The complaint Mr and Mrs H are unhappy with the service provided Great Lakes Insurance SE when they made a claim under their travel insurance policy. I will refer to Great Lakes for simplicity – but this also includes its agents. What happened The facts are well known to the pa... (3 pages)View decision -
Decision Reference DRN-4096862
17 May 2023 Avantia Insurance Limited UpheldInsuranceDRN-4096862 The complaint Miss A complains Avantia Insurance Limited mis-sold her a contents insurance policy. All references to Avantia also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead... (2 pages)View decision -
Decision Reference DRN-4069473
17 May 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4069473 The complaint Ms D complains that the loans from Everyday Lending Limited (trading as Everyday Loans) were unaffordable to her. What happened Ms D had three loans with Everyday Loans between August 2018 and October 2019 as follows: Loan Date Amount Term Repayment Due Repaid 1 1... (5 pages)View decision -
Decision Reference DRN-4124398
17 May 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4124398 The complaint Mr N says Loans 2 Go Limited lent to him irresponsibly. What happened Mr N applied for and received three loans from Loans 2 Go: Date Amount Term Monthly Repayment APR Total Payable Loan 1 9 Feb 2019 £400 18 months £91.42 1,013.1% £1,645.66 Loan 2 29 Sept 2019 £64... (4 pages)View decision -
Decision Reference DRN-3977425
17 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3977425 The complaint Mr W complains about Casualty & General Insurance Company (Europe) Ltd (CG) declining claims under his pet insurance policy for treatment of his cat. References to CG include their agents who administer the policy What happened In November 2021 Mr W’s cat bega... (4 pages)View decision -
Decision Reference DRN-3673380
17 May 2023 The Tavistock Partnership Limited UpheldPensions and AnnuitiesDRN-3673380 The complaint Mrs M complains that The Tavistock Partnership Limited (‘TPL’) advised her to invest her pensions in unsuitable, high risk investments which subsequently lost value. What happened In 2016, Mr and Mrs M approached a representative of TPL for advice about their resp... (10 pages)View decision
