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-3766103
25 May 2023 Gain Credit LLC UpheldConsumer CreditDRN-3766103 The complaint Mr M complains Gain Credit LLC trading as Drafty (Drafty) gave him a line of credit without carrying out sufficient affordability checks. Mr M says had better checks been carried out, Drafty would’ve realised he had several outstanding payday loans and a poor cred... (5 pages)View decision -
Decision Reference DRN-4066987
25 May 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4066987 Complaint Mr L is unhappy that Santander UK Plc hasn’t reimbursed him after he claimed that he’d fallen victim to a scam. Mr L is represented, but for simplicity’s sake I’ve referred to him throughout the text of this decision. Background Mr L wanted to have home improvement wo... (4 pages)View decision -
Decision Reference DRN-4114456
25 May 2023 Amtrust Europe Limited UpheldInsuranceDRN-4114456 The complaint Mr O has complained about the total loss settlement Amtrust Europe Limited paid to settle a claim he made against his caravan protection insurance policy. What happened Mr O bought a caravan insurance policy with the insurer Amtrust. Unfortunately his caravan was ... (2 pages)View decision -
Decision Reference DRN-3961911
25 May 2023 Ageas Insurance Limited UpheldInsuranceDRN-3961911 The complaint Mr M and Miss W are unhappy with Ageas Insurance Limited’s (Ageas) handling of a claim made under their buildings insurance policy. Any references to Ageas include its agents. What happened Mr M and Miss W bought their house in 2018 and knew there had been a histo... (3 pages)View decision -
Decision Reference DRN-4044880
25 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4044880 The complaint Mr R complains that Lloyds Bank PLC has lost his deeds for a piece of land he owns. Mr R is represented by his son in law in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as being made by Mr R himself. What... (3 pages)View decision -
Decision Reference DRN-4118958
25 May 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4118958 The complaint Mr L complains about the administration of his stakeholder pension plan by ReAssure Limited. He says ReAssure hasn’t provided sufficient information about the different charges deducted from his plan and that, the information it has provided is conflicting, so he ... (8 pages)View decision -
Decision Reference DRN-4115342
25 May 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4115342 The complaint Miss R and Mr P complain that Great Lakes Insurance SE (“Great Lakes”) declined a claim they made under their travel insurance policy. What happened Miss R and Mr P had an annual travel insurance policy which started on 18 June 2022 ... (4 pages)View decision -
Decision Reference DRN-4152076
25 May 2023 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-4152076 The complaint Mr G complains Somerset Bridge Insurance Services Limited, trading as goskippy.com, (Somerset Bridge) mistakenly removed a named driver from his motor insurance policy. What happened Mr G held car insurance with Somerset Bridge. In December 2020, he added his son,... (2 pages)View decision -
Decision Reference DRN-4150299
25 May 2023 more 2 life Ltd UpheldMortgagesDRN-4150299 The complaint Mr and Mrs T complain that more 2 life Ltd delayed the redemption of his lifetime mortgage. The delay caused the early repayment charge (ERC) to go up. What happened In 2021, Mr and Mrs T arranged a lifetime mortgage with more 2 life. As part of that they were rep... (3 pages)View decision -
Decision Reference DRN-4053558
25 May 2023 Society of Lloyd's UpheldInsuranceDRN-4053558 The complaint Mr L is unhappy that Society of Lloyd’s increased the premiums he was paying for his income protection policy. What happened Mr L has had an income protection policy underwritten by Society of Lloyd’s since 2017. When he took out the policy the monthly cost was £3... (2 pages)View decision