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 119142 results
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Decision Reference DRN-3364201
25 Mar 2022 Short Term Finance Limited UpheldConsumer CreditDRN-3364201 The complaint Ms L, through her representative, complains that Short Term Finance Limited (STFL) lent to her irresponsibly. What happened Using information from both Ms L and STFL the records show that Ms L was approved for 45 loans from a date unknown before 2015 to February 2... (5 pages)View decision -
Decision Reference DRN-3315272
25 Mar 2022 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3315272 The complaint Mr M complains about the way Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. (hereafter “Mapfre”) handled his travel insurance claim. What happened The following is only a summary as both parties are aware of what happened. In July 2019, Mr... (6 pages)View decision -
Decision Reference DRN-3397572
25 Mar 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3397572 The complaint Mr C’s complaint is about the refusal of his claim under his pet insurance policy with Casualty & General Insurance Company (Europe) Ltd (“C & G “). What happened I issued a provisional decision on this matter earlier this month, the main part of which is ... (6 pages)View decision -
Decision Reference DRN-3397407
25 Mar 2022 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3397407 The complaint B complains about the service DAS Legal Expenses Insurance Company Limited (DAS) provided in relation to a claim under its legal expenses insurance policy. B is represented in this complaint by one of its directors. I’ll refer to him as Mr I. What happened B is a ... (4 pages)View decision -
Decision Reference DRN-3397527
25 Mar 2022 MacDonald Group GI LLP UpheldInsuranceDRN-3397527 The complaint H, a limited company, has complained about its commercial property insurance broker MacDonald Group GI LLP, as it believes it caused it to incur losses by delaying notifying insurers of H’s claim for water damage. What happened Water damage was found to H’s proper... (3 pages)View decision -
Decision Reference DRN-3296617
25 Mar 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3296617 The complaint Mr F is unhappy that Clydesdale Bank Plc, trading as Virgin Money, allowed funds to be removed from his account that he says he didn’t authorise. What happened Mr F discovered a number of transactions, to the same merchant, that were being made on his account that... (3 pages)View decision -
Decision Reference DRN-3299329
25 Mar 2022 Helm Godfrey Partners Ltd UpheldPensions and AnnuitiesDRN-3299329 The complaint Mr Y complains that he was given unsuitable investment advice by Helm Godfrey Partners Ltd (“Helm Godfrey”). He’s said the investment it recommended for part of his SIPP (Self Invested Personal Pension) presented a higher degree of risk than he had agreed to take.... (20 pages)View decision -
Decision Reference DRN-3394565
25 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3394565 The complaint Mr C has complained NewDay Ltd, trading as Amazon Classic, didn’t refund fraudulent transactions and managed his fraud claim poorly. What happened In 2020 Mr C was in hospital for a prolonged period and his home was burgled. He noted two transactions made with his... (2 pages)View decision -
Decision Reference DRN-3396572
25 Mar 2022 Society of Lloyd's UpheldInsuranceDRN-3396572 The complaint Mr K complains that Society of Lloyd’s unfairly turned down a claim on his agricultural vehicle insurance policy. For ease of reading, reference to Lloyd’s will include anything done by the underwriters. What happened Mr K’s baler suffered damage while being used ... (3 pages)View decision -
Decision Reference DRN-3387965
25 Mar 2022 The Co-operative Bank Plc UpheldMortgagesDRN-3387965 The complaint Miss P with the service received from The Co-operative Bank Plc (trading as Platform) when trying to port her mortgage. What happened Miss P held a mortgage with Platform, her rate was fixed for five-years at 2.39% until December 2021. The off... (3 pages)View decision
