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-4318791
25 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4318791 The complaint Mr and Mrs P, together with other family members, are business partners in P. They complain on behalf of their partnership that Lloyds Bank Plc wrongly disclosed information about their business’ finances to one of their employees, who I will call Ms E. They also ... (5 pages)View decision -
Decision Reference DRN-4259028
25 Aug 2023 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-4259028 The complaint Mr S says Harbour Rock Capital Limited (HRCL), trading at the time as Portafina Investment Management Limited, gave him poor service as soon as it became his financial adviser and was specifically responsible for delays when he tried to access some of his pension ... (4 pages)View decision -
Decision Reference DRN-4305738
25 Aug 2023 AWP P&C SA UpheldInsuranceDRN-4305738 The complaint Mr and Mrs N are unhappy with the way in which their claim has been handled by AWP P&C SA after making a claim on their travel insurance policy (‘the policy’). All reference to AWP includes its agents. What happened The details of this complaint are well known... (2 pages)View decision -
Decision Reference DRN-4023553
25 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4023553 The complaint Mr and Mrs L complain about UK Insurance Limited’s (UKI) poor service, following a claim under their home insurance policy. What happened Mr and Mrs L’s boiler developed a leak, they contacted UKI to make a claim. UKI sent several engineers, who Mr and Mrs L expla... (3 pages)View decision -
Decision Reference DRN-4314796
25 Aug 2023 Openwork Limited UpheldInsuranceDRN-4314796 The complaint Mrs K complains that Openwork Limited trading as Owl Financial mis-sold her a personal accident insurance policy. Mrs K’s husband, Mr K, has brought this complaint on her behalf but I’ve referred only to Mrs K throughout this provisional decision. What happened In... (4 pages)View decision -
Decision Reference DRN-4279120
25 Aug 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4279120 The complaint Mr X is unhappy that Inter Partner Assistance SA (IPA) ceased providing cover under his travel insurance policy whilst abroad. He’s also unhappy with the assistance and service he received before it ended cover. What happened Mr X has a travel insurance policy lin... (10 pages)View decision -
Decision Reference DRN-4251508
25 Aug 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4251508 The complaint Mr D has complained Santander UK plc didn’t refund him when he realised he’d had direct debits made from his account which he’d not authorised. What happened After visiting his Santander branch, Mr D found out about a series of monthly direct debits which had been... (2 pages)View decision -
Decision Reference DRN-4203615
25 Aug 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4203615 The complaint Mr K complains that Everyday Lending Limited, trading as Everyday Loans, lent to him irresponsibly and without carrying out proper affordability checks. What happened Between 2016 and 2019 Everyday Loans approved five loans for Mr K. However, the dispute about the... (3 pages)View decision -
Decision Reference DRN-4199030
25 Aug 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4199030 The complaint A company, which I’ll refer to as R, complains that Advanced Payment Solutions Limited trading as Cashplus Bank (Cashplus) is holding them liable for unauthorised payments taken from their account. Mr R, who is a director of R, brings this complaint on R’s behalf.... (3 pages)View decision -
Decision Reference DRN-4312387
25 Aug 2023 Astrenska Insurance Limited UpheldInsuranceDRN-4312387 The complaint Mr S has complained about Astrenska Insurance Limited. He isn’t happy about the way it dealt with a claim under his motor breakdown insurance policy and the poor service he received. What happened Mr S’ car broke down on a very busy road and he called Astrenska fo... (2 pages)View decision