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-3974004
16 Mar 2023 AWP P&C SA UpheldInsuranceDRN-3974004 The complaint Miss R complains about the way AWP P&C SA handled claims she made on a travel insurance policy. What happened Miss R holds travel insurance as a benefit of a packaged bank account. In March 2022, Miss R travelled abroad on holiday and planned to travel on a cr... (3 pages)View decision -
Decision Reference DRN-4002328
16 Mar 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4002328 Complaint Mr H has complained about a personal loan Everyday Lending Limited (trading as “Everyday Loans”) provided to him. He says the loan was unaffordable. Background Everyday Loans provided Mr H with a loan for £2,000.00 in March 2019. This loan had an APR of 106.8% and a t... (3 pages)View decision -
Decision Reference DRN-4004097
15 Mar 2023 Barclays Bank UK PLC UpheldInsuranceDRN-4004097 The complaint Ms S has complained about the way in which Barclays Bank UK PLC tried to put right the mis-sale of a payment protection insurance (PPI) policy. What happened Ms S complained to Barclays about the sale of PPI on her overdraft. Barclays agreed it had been mis-sold a... (2 pages)View decision -
Decision Reference DRN-3892812
15 Mar 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3892812 The complaint Mr T complains that Advantage Insurance Company Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car, made by a premium brand manufacturer with automatic transmission. The car was first ... (3 pages)View decision -
Decision Reference DRN-3798040
15 Mar 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3798040 The complaint Mr R complains about the way American Express Services Europe Limited (AESEL) has dealt with claims he brought to it relating to flight bookings he’d made using his credit card. What happened The background to this complaint was set out in some detail by our inves... (3 pages)View decision -
Decision Reference DRN-3997072
15 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3997072 The complaint Ms M complains that AXA Insurance UK Plc declined her claim for a damaged ring on her home insurance policy. What happened Ms M had home insurance that was underwritten by AXA. In May 2022 she made a claim following an incident in which both a watch and ring were ... (2 pages)View decision -
Decision Reference DRN-4026204
15 Mar 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4026204 The complaint Mr M complains that Tesco Personal Finance PLC (‘Tesco’) did not treat him fairly when he ran into difficulties paying his credit card after becoming unwell. What happened Mr M opened a credit card account with Tesco in or around 2017. Tesco says that Mr M’s credi... (4 pages)View decision -
Decision Reference DRN-3997443
15 Mar 2023 TenetConnect Limited UpheldPensions and AnnuitiesDRN-3997443 The complaint Mr B has complained that TenetConnect Limited’s appointed representative, Surebond Limited, gave him unsuitable advice to transfer his defined benefit occupational pension (‘DB’) scheme to a personal pension plan. I will refer to TenetConnect Limited (TenetConnect... (6 pages)View decision -
Decision Reference DRN-3709214
15 Mar 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3709214 The complaint Mrs H complains that Lloyds Bank PLC won’t refund money she lost after she fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary and b... (4 pages)View decision -
Decision Reference DRN-3501812
15 Mar 2023 U K Insurance Limited UpheldInsuranceDRN-3501812 The complaint Mr H and Mr G complain U K Insurance Limited took too long to settle their landlords insurance claim. UKI’s been represented during the claim by various contractors. For simplicity, in places, I’ve referred to their actions as being those of UKI. What happened In ... (4 pages)View decision