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 120469 results
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Decision Reference DRN-3667083
29 Aug 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3667083 The complaint Mr M complains that Admiral Insurance Company Limited mishandled his claim on his motor insurance policy. Where I refer to Admiral, I refer to the insurance company named above, and I include employees and others insofar as I hold Admiral responsible for their act... (6 pages)View decision -
Decision Reference DRN-3657248
29 Aug 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3657248 The complaint Mrs O complains that Lloyds Bank PLC (“Lloyds”) irresponsibly provided her with credit she couldn’t afford. What happened Lloyds approved Mrs O application for a credit card with a limit of £1,500 in 2015. They subsequently increased the limit on the card to £2,00... (3 pages)View decision -
Decision Reference DRN-3644622
29 Aug 2022 Ald Automotive Limited UpheldConsumer CreditDRN-3644622 The complaint Mr F complains about the quality of a car he has been financing through an agreement with Ald Automotive Limited (“Ald”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my... (3 pages)View decision -
Decision Reference DRN-3543326
28 Aug 2022 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3543326 The complaint Mr C complains that PrePay Technologies Limited, trading as Prepay Solutions, restricted access to his account and closed it without notice. What happened On 18 December 2020 Prepay restricted Mr C’s access to his account. Prepay asked Mr C how he used his account... (2 pages)View decision -
Decision Reference DRN-3659589
27 Aug 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3659589 The complaint Mr and Mrs C have complained about delays by Royal & Sun Alliance Insurance Limited (‘RSA’) in settling their claim under their home insurance policy regarding floor damage. What happened Mr and Mrs C’s kitchen floor suffered damage in 2017 after a kettle bell... (4 pages)View decision -
Decision Reference DRN-3470578
26 Aug 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3470578 The complaint Miss N complains Barclays Bank UK PLC (“Barclays”) blocked and then closed her accounts. Miss N is also unhappy Barclays held onto these funds causing her distress and inconvenience. What happened Barclays carried out a review of Miss N’s account in December 2020 ... (4 pages)View decision -
Decision Reference DRN-3572075
26 Aug 2022 Skyfire Insurance Company Limited UpheldInsuranceDRN-3572075 The complaint Miss B has complained about Skyfire Insurance Company Limited. She isn’t happy that it turned down a claim she made under her motor insurance policy. What happened Miss B took out her motor insurance policy with Skyfire in April 2019 and let her insurer know that ... (2 pages)View decision -
Decision Reference DRN-3656422
26 Aug 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3656422 The complaint Mr B complains that Metro Bank PLC failed to properly credit his account after depositing cash in a store and provided poor customer service. What happened Mr B explained that he’d sold a vehicle and together with some extra cash, thought he had £10,000 in total. ... (3 pages)View decision -
Decision Reference DRN-3670578
26 Aug 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3670578 The complaint Mrs G complains that she received poor service and was racially abused by Lloyds Bank PLC (Lloyds). What happened Mrs G had an account with Lloyds. She was married in 2012 but kept her account with Lloyds in her maiden name – for business purposes. On 13 September... (5 pages)View decision -
Decision Reference DRN-3670344
26 Aug 2022 The Baxendale Insurance Company UpheldInsuranceDRN-3670344 The complaint Miss S and Mr S have complained about the service provided and the level of settlement paid by The Baxendale Insurance Company DAC (‘Baxendale’) under their Transit and Storage Insurance policy. For the avoidance of doubt, ‘Baxendale’ also includes its agents and ... (16 pages)View decision
