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-4015861
15 Mar 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4015861 The complaint Mrs B complains about the service she received from Lloyds Bank PLC (“Lloyds”) in connection with the closure of her savings account. What happened Mrs B held a savings account with Lloyds. She says she spoke to Lloyds on the phone and told the call handler that s... (3 pages)View decision -
Decision Reference DRN-3960518
15 Mar 2023 Morses Club PLC UpheldConsumer CreditDRN-3960518 The complaint Mrs W complains Morses Club PLC (Morses) defaulted her loan without giving notice during the COVID- 19 pandemic. Mrs W also says this default is preventing her from switching a mortgage to a lower interest rate. What happened The default was recorded on Mrs W’s cr... (5 pages)View decision -
Decision Reference DRN-3984167
15 Mar 2023 Amtrust Europe Limited UpheldInsuranceDRN-3984167 The complaint Miss S complains that Amtrust Europe Limited unfairly refused to indemnify her on a group protection policy. Reference to Amtrust Includes its agents. What happened Miss S was involved in an accident with another vehicle. She had a comprehensive motor insurance po... (3 pages)View decision -
Decision Reference DRN-4023925
15 Mar 2023 IG Index Limited UpheldInvestmentsDRN-4023925 The complaint Mr K complains that IG Index Limited gave him incorrect information on their trading analytics tool which caused him to suffer a financial loss. What happened Mr K held a Contracts for Difference (CFD) and spreadbetting trading account with IG Index Limited (IG). ... (4 pages)View decision -
Decision Reference DRN-4023894
14 Mar 2023 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-4023894 The complaint Mrs W is unhappy with the way Scottish Friendly Assurance Society Limited (SF) treated her, after she tried to claim benefits due to her from her husband’s (Mr W) policy after his death. What happened Mrs W’s husband purchased a retirement annuity contract (the pe... (4 pages)View decision -
Decision Reference DRN-4023821
14 Mar 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4023821 The complaint Mr G complains that Barclays Bank UK PLC did not treat him fairly when it defaulted his loan account. What happened In March 2012, Mr G took out a Barclays loan for £14,500 that was due to be paid back over ten years. He then moved to a new home in September 2012.... (3 pages)View decision -
Decision Reference DRN-3999543
14 Mar 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3999543 The complaint Miss D complains about AA Underwriting Insurance Company Limited (AA)’s handling of her motor insurance claim. All references to AA also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat the... (2 pages)View decision -
Decision Reference DRN-4009126
14 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4009126 The complaint Mr S complains that AXA Insurance UK Plc declined his claim on his contents insurance policy after items of shopping were stolen from his car. What happened Mr S had a contents insurance policy that was underwritten by AXA. It included cover for personal belonging... (2 pages)View decision -
Decision Reference DRN-3988731
14 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3988731 The complaint Mr H and Mrs H have complained about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim under a home emergency policy. What happened Mr H and Mrs H contacted Admiral to send an engineer to repair their boiler. An engineer visited, bypassed th... (3 pages)View decision -
Decision Reference DRN-3939971
14 Mar 2023 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3939971 The complaint Ms A, through her representative, complains that AvantCredit of UK, LLC, lent to her before carrying out the proper checks and so it lent to her irresponsibly. What happened Ms A was approved for one loan in June 2016. The loan was to be for debt consolidation and... (5 pages)View decision
