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 125299 results
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Decision Reference DRN-3937604
13 Mar 2023 Legal and General Assurance Society Limited UpheldInsuranceDRN-3937604 The complaint Mr B complains Legal and General Assurance Society Limited unfairly terminated his claim when he was still too unwell to work. What happened Mr B is a beneficiary of his employer’s group income protection scheme, underwritten by L&G. The policy is designed to ... (4 pages)View decision -
Decision Reference DRN-3927593
13 Mar 2023 Zopa Bank Limited UpheldBanking and PaymentsDRN-3927593 The complaint Miss C complains that Zopa Bank Limited gave her incorrect information several times. What happened Miss C says that she transferred money from her Zopa savings access pot to her Zopa savings boosted pot. She says she rang Zopa to query what happened with the inte... (3 pages)View decision -
Decision Reference DRN-4018025
13 Mar 2023 CMME Mortgages And Protection Limited UpheldMortgagesDRN-4018025 The complaint Mr and Mrs L complain that their instructions to CMME Mortgages and Protection Limited (CMPL) to progress a product rate switch with their mortgage provider were not acted upon, resulting in the rate they were ultimately able to secure being higher and causing the... (3 pages)View decision -
Decision Reference DRN-3871841
13 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3871841 The complaint Mr and Mrs L complain about the time Royal & Sun Alliance Insurance Limited (“RSA”) took to pay a claim under their landlord rent guarantee insurance policy. Where I refer to RSA, this includes the actions of its agents and claims handlers for which it takes r... (2 pages)View decision -
Decision Reference DRN-4015694
13 Mar 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4015694 The complaint Mrs P is unhappy with the decision made by Helvetia Global Solutions Ltd (Helvetia) following a claim for accidental damage to her sofa. What happened I set out the background to Mrs P’s complaint in the provisional decision I issued on 9 February 2023, but I’ll s... (4 pages)View decision -
Decision Reference DRN-3878717
13 Mar 2023 Hiscox Insurance Company Limited UpheldInsuranceDRN-3878717 The complaint Mrs S and Mr S are unhappy with the decision by Hiscox Insurance Company Limited (Hiscox) following a claim on their home insurance policy. Mrs S and Mr S are both parties to this complaint. Mrs S and Mr S’ broker has also been involved with contacting Hiscox duri... (7 pages)View decision -
Decision Reference DRN-4000364
13 Mar 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4000364 Complaint Ms J has complained that Loans 2 Go Limited (“L2G”) provided her with an unaffordable loan. Background L2G provided Ms J with a loan for £500 in March 2021. This loan had an APR of 1,013.2% and an 18-month term. This all meant the total amount repayable of £2,057.04, ... (4 pages)View decision -
Decision Reference DRN-4000108
13 Mar 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4000108 Complaint Mr S says Madison CF UK Limited (trading as “118 118 Money”) irresponsibly lent to him. He’s said the loans he was provided with were unaffordable and it would have been clear why if his bank statements had been requested. Background This complaint is about two loans ... (4 pages)View decision -
Decision Reference DRN-3990192
13 Mar 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-3990192 Complaint Mr M has complained about loans Loans 2 Go Limited (“L2G”) provided to him. He says the loans were unaffordable. Background L2G provided Mr M with three loans for £1,000.00 in October 2020, February 2021 and May 2021. All of the loans had an APR of 1,013.2% and 18-mon... (3 pages)View decision -
Decision Reference DRN-3986404
13 Mar 2023 JN Bank UK Ltd UpheldConsumer CreditDRN-3986404 Complaint Mrs G has complained about a loan JN Bank UK Ltd (trading as “JN Bank”) provided to her. She says the loan was unaffordable as she already had a high level of existing debt and therefore it shouldn’t have been provided to her. Background JN Bank provided Mrs G with a ... (3 pages)View decision
