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 121877 results
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Decision Reference DRN-3865302
20 Dec 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3865302 The complaint Mr R, who is a director of a limited company, which I will refer to as R, brings a complaint on behalf of R due to the service that was provided by National Westminster Bank Plc (NatWest) when Mr R requested to transfer funds to an individual abroad. What happened... (3 pages)View decision -
Decision Reference DRN-3713920
20 Dec 2022 Allianz Insurance Plc UpheldInsuranceDRN-3713920 The complaint Mr R complains that Allianz Insurance Plc trading as Petplan has unfairly increased the premiums and excesses of his lifetime pet insurance policy. What happened In 2012, Mr R took out a PetPlan policy underwritten by Allianz to cover his dog. Over the years, the ... (3 pages)View decision -
Decision Reference DRN-3865465
20 Dec 2022 Aviva Insurance Limited UpheldInsuranceDRN-3865465 The complaint Mr H and Mrs I has complained that Aviva Insurance Limited (Aviva) unfairly declined a claim under their home insurance policy. As Mr H mainly dealt with the claim and complaint, for ease, I will normally only refer to him. References to Aviva include companies ac... (4 pages)View decision -
Decision Reference DRN-3620709
20 Dec 2022 Target Servicing Limited UpheldMortgagesDRN-3620709 The complaint Mrs M and Mr R complain that Target Servicing Limited delayed the redemption of their help to buy shared equity loan, meaning they had to pay a higher amount to repay the loan. What happened Mrs M and Mr R bought a property with the assistance of the help to buy s... (6 pages)View decision -
Decision Reference DRN-3824084
20 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3824084 The complaint R, a sole trader business, complains that Lloyds Bank PLC lost a copy of its loan agreement. What happened R had a commercial mortgage with Lloyds secured on business premises. The loan was taken out a number of years ago. Neither Lloyds nor R could find a copy of... (4 pages)View decision -
Decision Reference DRN-3866392
20 Dec 2022 Allianz Insurance Plc UpheldInsuranceDRN-3866392 The complaint Mr M complains that Allianz Insurance Plc has treated him unfairly when handling a claim made on his buildings insurance policy. What happened Mr M lives in an apartment in a building with a number of different apartments. In December 2018, Mr M discovered an esca... (6 pages)View decision -
Decision Reference DRN-3866433
20 Dec 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3866433 The complaint Mr and Mrs W complain about delays by Barclays Bank UK Plc in completing a mortgage. They say Barclays offered compensation and hasn’t paid this. What happened Mr and Mrs W completed an internal re-mortgage process with Barclays to change to an offset mortgage. Th... (2 pages)View decision -
Decision Reference DRN-3845250
20 Dec 2022 Covea Insurance plc UpheldInsuranceThe complaint In summary, Mr F complains that Covea Insurance Plc his car insurance provider, disposed of his car after it was stolen and recovered. What happened In December 2021 Covea wrote to Mr F explaining that it was declining his insurance claim. In January 2022, Mr F complained abo... (4 pages)View decision -
Decision Reference DRN-3813028
20 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3813028 The complaint Mr B complains that Barclays Bank UK PLC (“Barclays”) closed his account without notice following it requesting KYC information around his business. What happened Mr B had a business account with Barclays. As part of its regulatory obligations Barclays sent a lett... (3 pages)View decision -
Decision Reference DRN-3557963
20 Dec 2022 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3557963 The complaint Mr W has complained about his home insurer, Accredited Insurance (Europe) Ltd (AIE), regarding a claim he made when his house was flooded. What happened Mr W’s home was flooded on 31 October 2021. The family lived in the damaged property – with downstairs soaked a... (2 pages)View decision
