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-3995258
20 Mar 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3995258 The complaint Miss O has complained that Lloyds Bank PLC (“Lloyds”) acted irresponsibly by approving two accounts for an overdraft, increasing her overdraft limit’s and continued to apply charges to her account when she was in financial difficulty. What happened In July 2016 Mi... (3 pages)View decision -
Decision Reference DRN-3936360
20 Mar 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3936360 The complaint Mr and Mrs B complain that Great Lakes Insurance SE (Great Lakes) declined their claim for the loss of an awning, under their touring caravan insurance policy. For ease I’ll refer to Mr B in my decision. All references to Great Lakes include its agents. What happe... (3 pages)View decision -
Decision Reference DRN-3951965
20 Mar 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3951965 The complaint Mr H complains that a new bike he acquired through a Conditional Sale Agreement with Santander Consumer (UK) plc (Santander) wasn’t fit for purpose. He would like to reject it. What happened The details of this complaint are well known to both parties so I won’t r... (2 pages)View decision -
Decision Reference DRN-4018888
20 Mar 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4018888 The complaint Mrs G and Mr G complain about Fairmead Insurance Limited (FIL) and the way they handled the claim they made following an escape of water at their home. Mr G has acted as the main representative during the complaint process. So, for ease of reference, I will refer ... (5 pages)View decision -
Decision Reference DRN-4030868
20 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4030868 The complaint Mr G and Mrs M complain that AXA Insurance UK Plc (AXA) poorly handled their home insurance renewal and unfairly recorded a claim against them which resulted in a significant increase to their premiums. Any reference to AXA in this final decision includes its resp... (4 pages)View decision -
Decision Reference DRN-4033902
20 Mar 2023 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4033902 The complaint Mrs H complains that she was given misleading information about her pension by Phoenix Life Limited. What happened Mrs H has a section 32 plan with Phoenix Life, which provides a Guaranteed Minimum Pension (GMP). In 2021, Phoenix Life wrote to Mrs H and her indep... (2 pages)View decision -
Decision Reference DRN-3991692
20 Mar 2023 Shelby Finance Ltd UpheldConsumer CreditDRN-3991692 The complaint Mr S complains that Shelby Finance Ltd trading as Dot Dot Loans lent to him irresponsibly. What happened In May 2021, Mr S applied for and received a loan of £4,000 from Shelby. It was to be repaid in 48 monthly instalments of £187.72 at an Annual Percentage Rate ... (3 pages)View decision -
Decision Reference DRN-3880401
19 Mar 2023 Allianz Insurance Plc UpheldInsuranceDRN-3880401 The complaint Mr B complains about the way Allianz Insurance Plc (“Allianz”) has dealt with two claims made under his contents insurance policy. What happened Mr B made two claims under his policy with Allianz. The first was made in 2015 following a significant flood which affe... (3 pages)View decision -
Decision Reference DRN-3966678
17 Mar 2023 ClearBank Limited UpheldBanking and PaymentsDRN-3966678 The complaint K is a small business which holds a current account with ClearBank Limited. K was the victim of a fraud whereby money was taken from its ClearBank account. It wants ClearBank to refund the money it lost. (K’s account is operated through an IT platform provided by ... (5 pages)View decision -
Decision Reference DRN-4032352
17 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4032352 The complaint Mr C complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (45 pages)View decision