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-4119048
9 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4119048 The complaint Mr H complains that Lloyds Bank PLC did not treat him fairly when he ran into some difficulties with his overdraft. Just to be clear that this decision is only about Mr H’s overdraft. I understand he has another complaint about Lloyds that is being dealt with sepa... (4 pages)View decision -
Decision Reference DRN-4118970
9 May 2023 Secure Trust Bank Plc UpheldConsumer CreditDRN-4118970 The complaint Mr D complains about the quality of a car he has been financing through an agreement with Secure Trust Bank Plc, trading as Moneyway and who I’ll call “Secure Trust”. What happened I issued my provisional decision on this complaint in April 2023. An extract from t... (4 pages)View decision -
Decision Reference DRN-4120106
9 May 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4120106 The complaint Mr D complains that Capital One (Europe) plc irresponsibly gave him two credit cards that he couldn’t afford. What happened Mr D was given two credit cards by Capital One. The first card was taken out in June 2015 with an initial credit limit of £1,000. The limit ... (4 pages)View decision -
Decision Reference DRN-4027406
9 May 2023 U K Insurance Limited UpheldInsuranceDRN-4027406 The complaint Mr H and Mrs P complain about the way that U K Insurance Limited (UKI) handled a claim they made on a travel insurance policy. As Mr H made the complaint, for ease of reading, I’ve referred mainly to him throughout this decision. What happened The background to th... (3 pages)View decision -
Decision Reference DRN-4119923
9 May 2023 Calpe Insurance Company Limited UpheldInsuranceDRN-4119923 The complaint Mr H complains that Calpe Insurance Company Limited unfairly avoided his motor insurance policy and declined his claim, after he was involved in an accident causing damage to his car and another vehicle. Calpe is the underwriter of this policy i.e. the insurer. Pa... (4 pages)View decision -
Decision Reference DRN-4107570
9 May 2023 Bank of Scotland Plc UpheldMortgagesDRN-4107570 The complaint Mr and Mrs D complain that Bank of Scotland plc (trading as Halifax) didn’t offer them support with their mortgage payments when they had financial difficulties. What happened Mr and Mrs D experienced financial difficulties due to the Covid-19 pandemic. In mid-202... (5 pages)View decision -
Decision Reference DRN-4055917
9 May 2023 Retirement & Investment Solutions Limited UpheldPensions and AnnuitiesDRN-4055917 The complaint Ms T complained that she was given unsuitable advice to transfer her defined benefit (DB) Occupational Pension Scheme (OPS), to a type of personal pension. Retirement & Investment Solutions Limited is responsible for answering this complaint. To keep things co... (9 pages)View decision -
Decision Reference DRN-4099828
9 May 2023 One Insurance Limited UpheldInsuranceDRN-4099828 The complaint Mr H complains that One Insurance Limited (One Insurance) turned down his claim on his executive home emergency insurance policy. What happened Mr H took out a buildings and contents home insurance policy online with One Insurance in January 2020. The policy inclu... (3 pages)View decision -
Decision Reference DRN-4072268
9 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4072268 The complaint Mr W complains that NewDay Ltd pursued him for a debt taken out fraudulently in his name. And that this affected his credit score which impacted his credit facilities with other lenders. What happened The background to this complaint is well known to both parties ... (5 pages)View decision -
Decision Reference DRN-4085741
9 May 2023 esure Insurance Limited UpheldInsuranceDRN-4085741 The complaint Mr A complains about how esure Insurance Limited settled a claim made on his motor insurance policy. He wants esure to cover the financial costs he would have pursued. What happened Mr A made a claim on his policy, but we was unhappy that esure settled it as a fau... (2 pages)View decision
