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 120327 results
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Decision Reference DRN-3427615
8 Aug 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3427615 The complaint Mr and Mrs D complain about the temporary block Lloyds Bank PLC (‘Lloyds’) placed on their joint back accounts and the way Lloyds then handled the communications surrounding this. What happened On 31 March 2021 Mr and Mrs D received money into one of the joint ban... (4 pages)View decision -
Decision Reference DRN-3551347
8 Aug 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3551347 The complaint Mr W has complained that Advantage Insurance Company Limited unreasonably refused to pay his claim and cancelled his motor policy as if it never existed, because he didn’t declare his named driver’s motor convictions. What happened Mr W was involved in an accident... (2 pages)View decision -
Decision Reference DRN-3593306
8 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3593306 The complaint Mr C complains that HSBC UK Bank Plc stopped a payment to his builder for fraud checks and didn’t tell him, which caused him embarrassment. He also spent a long time trying to get through to HSBC to discuss it which caused inconvenience. What happened On 27 Octob... (2 pages)View decision -
Decision Reference DRN-3594390
8 Aug 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3594390 The complaint Mr H complains about Admiral Insurance (Gibraltar) Limited (“Admiral”) for its decision to decline his claim and void his insurance policy after a leak occurred at his home. He also complains that Admiral cancelled his alternative accommodation at very short notic... (3 pages)View decision -
Decision Reference DRN-3430253
8 Aug 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3430253 The complaint Mrs C has complained that Casualty & General Insurance Company (Europe) Ltd (C&G) has rejected her claim for the cost of veterinary treatment for her dog on the ground that Mrs C hadn’t taken proper care and attention as required by her policy. What happen... (2 pages)View decision -
Decision Reference DRN-3452523
8 Aug 2022 American International Group UK Limited UpheldInsuranceDRN-3452523 The complaint Mr D complains about American International Group UK Limited’s (AIG) lack of repair options, following a claim under his gadget insurance policy. What happened Mr D damaged his mobile phone and contacted AIG to make a claim. He was told by the advisor that there w... (3 pages)View decision -
Decision Reference DRN-3615214
8 Aug 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3615214 The complaint Mrs S complains that Clydesdale Bank trading as Virgin Money unfairly closed her current account and recorded a default on her credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: M... (4 pages)View decision -
Decision Reference DRN-3588284
8 Aug 2022 Harvey & Thompson Limited UpheldConsumer CreditDRN-3588284 The complaint Mrs B complains about items she pledged with Harvey & Thompson Limited and that the items have been sold prematurely. The items have great sentimental value to Mrs B and she is upset that the items will not now be returned to her. What happened Mrs B borrowed ... (3 pages)View decision -
Decision Reference DRN-3620982
8 Aug 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3620982 The complaint Mr L complains about PayPal (Europe) Sarl et Cie SCA and the service they provided when they processed a claim he made under their Buyer Protection Policy (BPP). What happened On 19 June 2021, Mr L purchased several items from a retailer, who I’ll refer to as “K”,... (4 pages)View decision -
Decision Reference DRN-3592878
8 Aug 2022 esure Insurance Limited UpheldInsuranceDRN-3592878 The complaint Ms R complains that her home insurer, esure Insurance Limited, delayed her claim and took too long over rectification work required because of damage caused by its contractors. What happened In November 2019 Ms R’s home suffered damage from an escape of water in h... (3 pages)View decision
