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 128535 results
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Decision Reference DRN-4325934
31 Aug 2023 Soteria Insurance Limited UpheldInsuranceDRN-4325934 The complaint Mr and Mrs R complain that Soteria Insurance Limited has handled their buildings insurance claim unfairly and refused to cover all the damage claimed for. Mrs R has been the main correspondent and so for ease I’ll refer to her throughout. References to Soteria inc... (5 pages)View decision -
Decision Reference DRN-4303527
31 Aug 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4303527 The complaint A company, which I’ll refer to as X, complains that Advanced Payment Solutions Limited trading as Cashplus Bank has declined its request for a refund of a payment it says was made by a third-party fraudulently. What happened Mr C, who is a director of X, brings th... (3 pages)View decision -
Decision Reference DRN-4323089
31 Aug 2023 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4323089 The complaint Mrs L complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, has rejected the claims that she’s made under the Consumer Credit Act 1974. She’s being represented in her complaint by a claims management company. What happened I is... (6 pages)View decision -
Decision Reference DRN-4306184
31 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4306184 The complaint Mrs B complains about the way British Gas Insurance Limited dealt with a claim she made under her Home care insurance policy. What happened I’ll summarise the main points about this dispute: Mrs B had a policy with British Gas which included drains and plumbing c... (3 pages)View decision -
Decision Reference DRN-4328084
31 Aug 2023 West Bay Insurance Plc UpheldInsuranceDRN-4328084 The complaint Mr H complains West Bay Insurance Plc (West Bay) did not return his damaged motorbike after it avoided his motor insurance policy. West Bay are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As We... (4 pages)View decision -
Decision Reference DRN-4175950
31 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4175950 The complaint Mr A complains that Lloyds Bank PLC blocked his personal bank account after it had been notified of a fraud claim from a third party. Mr A says that he’s been unable to access the funds in his account after Lloyds Bank PLC decided to close his account. What happen... (3 pages)View decision -
Decision Reference DRN-3628222
31 Aug 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3628222 The complaint Mr B’s complaint is about the advice given by NTM Financial Services Ltd (‘NTM’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. Mr B believes the advice was unsuitable for him... (13 pages)View decision -
Decision Reference DRN-4210840
31 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4210840 The complaint Mr H complains about Advantage Insurance Company Limited’s handling of his motor insurance claim. Advantage is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Advantage has accepted it is accountable f... (4 pages)View decision -
Decision Reference DRN-4230899
31 Aug 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-4230899 The complaint Mr H says Evergreen Finance London Limited, trading as Moneyboat.co.uk (‘Moneyboat’), irresponsibly provided him with two unaffordable loans. What happened This complaint is about two fixed sum loan agreement loans that Moneyboat provided to Mr H, in October 2022 ... (3 pages)View decision -
Decision Reference DRN-4299796
31 Aug 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4299796 The complaint Miss B complains that PayPal (Europe) Sarl et Cie SCA irresponsibly gave her a credit card she couldn’t afford. What happened In April 2017, Miss B applied for a credit card with PayPal. She was given an initial credit limit of £1,050. The limit was increased five... (4 pages)View decision