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 128312 results
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Decision Reference DRN-4189681
14 Jun 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4189681 The complaint Mr and Mrs H have complained that Lloyds Bank PLC (“Lloyds”) acted irresponsibly by increasing the limit on their overdraft. They say the account has been overdrawn for years and the charges applied have made it difficult to clear the debt. What happened Mr and Mr... (4 pages)View decision -
Decision Reference DRN-3991729
14 Jun 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3991729 The complaint Mr B complains about the service he received from Sainsbury’s Bank Plc in relation to the expiry of a promotional interest rate. What happened Mr B held a credit card account with Sainsbury’s Bank. When he opened the account, it was subject to a promotional intere... (3 pages)View decision -
Decision Reference DRN-4189491
14 Jun 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4189491 The complaint Mr N has complained that Revolut Ltd registered a marker against him at CIFAS, the national fraud database. What happened In summer 2022, Mr N received and passed on £300, which was later reported as being the proceeds of a scam. He sent it to an individual on ano... (5 pages)View decision -
Decision Reference DRN-4179425
14 Jun 2023 QIC Europe Ltd UpheldInsuranceDRN-4179425 The complaint Mr D has complained about QIC Europe Ltd. He isn’t happy that it turned down a claim under his home insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows - Mr D made a claim under his home insu... (3 pages)View decision -
Decision Reference DRN-4113588
14 Jun 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4113588 The complaint Mr P complains about Admiral Insurance (Gibraltar) Limited’s handling of a claim on his home insurance. What happened Mr P had an Admiral home insurance policy. In April 2022, he called Admiral to ask if he could “upgrade” his policy to landlord insurance as he’d ... (3 pages)View decision -
Decision Reference DRN-4120517
14 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4120517 The complaint Miss A complains about how Aviva Insurance Limited (“Aviva”) handled a claim made by a third party under her motor insurance policy. What happened Miss A had a motor insurance policy with Aviva. In December 2021 Aviva received a call from a third party who alleged... (3 pages)View decision -
Decision Reference DRN-4099311
14 Jun 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4099311 The complaint Mrs H has complained about Casualty & General Insurance Company (Europe) Ltd (C&G). She isn’t happy that it turned down her claim under her pet insurance policy. What happened Mrs H made a claim under her pet insurance policy. Her pet had become unwell and... (2 pages)View decision -
Decision Reference DRN-4114399
14 Jun 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4114399 The complaint Mr and Mrs M have complained about the way Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with their claim. All references to Admiral include any agents acting on its behalf. What happened Mr and Mrs M have a travel insurance policy, underwritten by Admir... (2 pages)View decision -
Decision Reference DRN-4164626
14 Jun 2023 Ageas Insurance Limited UpheldInsuranceDRN-4164626 The complaint Mr H complains about how Ageas Insurance Limited (“Ageas”) handled a claim on his motor insurance policy. What happened Mr H had a motor insurance policy with Ageas covering his car. In November 2021 he was involved in a collision with a third party on a roundabou... (3 pages)View decision -
Decision Reference DRN-4182970
14 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4182970 The complaint Miss M complains that Aviva Insurance Limited is responsible for damage in connection with a claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a car made by a Japanese manufacturer and first registered in Septe... (4 pages)View decision