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 125400 results
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Decision Reference DRN-3961652
8 Mar 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3961652 The complaint Ms A has complained about delays and the settlement she received from Lloyds Bank General Insurance Limited trading as Halifax(Lloyds) when she made a claim under her home and buildings insurance policy. What happened Ms A made an escape of water claim to Lloyds i... (3 pages)View decision -
Decision Reference DRN-3969690
8 Mar 2023 U K Insurance Limited UpheldInsuranceDRN-3969690 The complaint Miss F has complained about the way U K Insurance Limited (‘UKI’) has handled a claim she made on her landlord building insurance policy. What happened Miss F let out her property to a tenant who died in February 2021 while occupying the property. This wasn’t disc... (4 pages)View decision -
Decision Reference DRN-3992100
8 Mar 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-3992100 Complaint Ms P has complained that Loans 2 Go Limited (“L2G”) provided her with an unaffordable loan. Background L2G provided Ms P with a loan for £1,000.00 in December 2019. This loan had an APR of 1,013.2% and an 18-month term. This all meant the total amount repayable of £4,... (4 pages)View decision -
Decision Reference DRN-4007936
7 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4007936 The complaint Miss M is unhappy that National Westminster Bank Plc (“NatWest”) made the decision to close her accounts because she resides overseas. What happened Miss M is a UK resident who works overseas for a UK company and who returns to the UK on a regular basis to maintai... (3 pages)View decision -
Decision Reference DRN-4008112
7 Mar 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-4008112 The complaint Mr O complains about the sale of two bonds by Gallium Fund Solutions Limited. He says he was given false reassurances about how secure the investments were and misled that there was protection if the investments failed. What happened The B&G Plc Bond In April ... (6 pages)View decision -
Decision Reference DRN-3729460
7 Mar 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3729460 The complaint Mrs M has complained that Casualty & General Insurance Company (Europe) Limited (C&G) has unreasonably rejected her claim for treatment for her dog. What happened Mrs M adopted her pet dog, who I’ll refer to as R, on 20 September 2019. A pre-adoption veter... (3 pages)View decision -
Decision Reference DRN-3988251
7 Mar 2023 Haven Insurance Company Limited UpheldInsuranceDRN-3988251 The complaint Mr H has complained that Haven Insurance Company Limited (“Haven”) wouldn’t let him keep his car after it was written off following an accident – which led to him pursuing the third party himself. And that, while the car was with Haven’s salvage agents, it sustain... (3 pages)View decision -
Decision Reference DRN-4005653
7 Mar 2023 Landmark Financial Planning Limited UpheldPensions and AnnuitiesDRN-4005653 The complaint Mrs W complains about the service she received from Landmark Financial Planning Limited (“LFP”) when transferring the proceeds of her Occupational Pension Scheme (“OPS”) pension to a Self-Invested Personal Pension (“SIPP”). She says LFP’s actions caused her to suf... (8 pages)View decision -
Decision Reference DRN-3213486
7 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3213486 The complaint Mr M complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In early 2013, Mr M says a colleague reco... (43 pages)View decision -
Decision Reference DRN-3989734
7 Mar 2023 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3989734 The complaint Mr V is unhappy that Klarna Bank AB (publ) (who I’ll call “Klarna”) recorded a hard search on his credit file after he exited the application before the lending decision was confirmed. What happened The details of this complaint are well known to both parties, so ... (2 pages)View decision
