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 128535 results
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Decision Reference DRN-4056640
30 Mar 2023 Lloyds Bank PLC UpheldInsuranceDRN-4056640 The complaint Mr and Mrs B have complained that Lloyds Bank PLC mis-sold them a mortgage payment protection insurance policy and that it later failed to act on their request to cancel it. What happened Mr and Mrs B arranged their original mortgage in 1987 and didn’t take out PP... (3 pages)View decision -
Decision Reference DRN-3964146
30 Mar 2023 QIC Europe Ltd UpheldInsuranceDRN-3964146 The complaint Mr A complains about how QIC Europe Ltd (QIC) dealt with a claim under his home insurance policy for damage to his property caused by an escape of water. QIC use agents to administer the policy and to assess claims. Reference to QIC includes these agents. In makin... (6 pages)View decision -
Decision Reference DRN-4055869
30 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4055869 The complaint Mr W complains that an unregulated business called Commercial Land and Property Brokers (CL&P) introduced him to Options UK Personal Pensions LLP, (‘Options’, which was trading as Carey Pensions UK LLP at the time of the relevant events) and gave him advice an... (34 pages)View decision -
Decision Reference DRN-4042548
30 Mar 2023 Klarna Bank AB (publ) UpheldConsumer CreditDRN-4042548 The complaint Mr R is unhappy that Klarna Bank AB (publ) ‘Klarna’ declined his application for a running credit account and hasn’t told him the main reason why. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I ... (3 pages)View decision -
Decision Reference DRN-4055264
30 Mar 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4055264 The complaint Mr B complains about AA Underwriting Insurance Company Limited (AAIC), and the valuation placed on his car after it was deemed a total loss. What happened Mr B held a motor insurance policy, underwritten by AAIC. Unfortunately, in July 2021, Mr B’s car was involve... (3 pages)View decision -
Decision Reference DRN-4014316
30 Mar 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4014316 The complaint Mr T has complained BMW Financial Services (GB) Limited (BMWFS) gave him an incorrect settlement figure. What happened Mr T entered into two agreements with BMWFS in December 2019 when acquiring a car – a hire purchase agreement to finance the acquisition; and a f... (3 pages)View decision -
Decision Reference DRN-3962066
30 Mar 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3962066 The complaint Mr D is unhappy that Metro Bank PLC (“Metro”) won’t refund money he lost to a scam. What happened Mr D invested just over £32,000 in a company I’ll refer to as G. Unfortunately, G went into liquidation. Mr D made a claim through the Financial Services Compensation... (2 pages)View decision -
Decision Reference DRN-3984998
30 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3984998 The complaint Mr and Mrs C are unhappy that Royal & Sun Alliance Insurance Limited (RSA) didn’t clear a blockage properly, causing them to make another claim under their home emergency insurance just a few months later. Mr and Mrs C had home emergency cover with RSA. For ea... (2 pages)View decision -
Decision Reference DRN-4054026
30 Mar 2023 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4054026 The complaint Mr P complains on behalf of Mrs P that DAS Legal Expenses Insurance Company Limited delayed in repairing their boiler, under her home emergency cover, and failed to deal adequately with the claim. The matter was mostly dealt with by a claim handling company though... (5 pages)View decision -
Decision Reference DRN-4056267
30 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4056267 The complaint Ms and Mr R complain that Royal and Sun Alliance Insurance Limited (RSA) made errors when dealing with their claim on their home buildings insurance policy and caused unnecessary distress and inconvenience when they tried to resolve the issue. References to Ms R, ... (3 pages)View decision