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-3382406
22 Mar 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3382406 The complaint Mr J has complained that Great Lakes Insurance SE has declined a claim he made for unemployment on his mortgage payment protection insurance policy. What happened Mr J’s last day at work was 21 May 2021 and he was paid in lieu of notice up to 19 June 2021. Mr J co... (3 pages)View decision -
Decision Reference DRN-3205388
22 Mar 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3205388 The complaint Mr G complains on behalf of his son that AXA Insurance UK Plc has unfairly reduced his claim for damage from an escape of water under his landlord’s insurance policy. I have just referred to Mr G throughout. What happened Mr G took out a policy with AXA in June 20... (4 pages)View decision -
Decision Reference DRN-3365600
22 Mar 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3365600 The complaint Mr B complains that American Express Services Europe Limited (AESEL) froze his personal credit card account and recorded adverse information at credit reference agencies. What happened Mr B says his card was frozen when a restriction was placed on a charge card fo... (4 pages)View decision -
Decision Reference DRN-3387467
22 Mar 2022 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-3387467 The complaint Ms S complains that Legal and General Assurance Society Limited (L&G) caused delays when she tried to encash her stakeholder pension. What happened Ms A held a stakeholder pension with L&G. When she turned 55, she decided to encash the pension. She wanted ... (6 pages)View decision -
Decision Reference DRN-3381444
22 Mar 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3381444 The complaint Mr L has complained about his motor insurer Admiral Insurance Company Limited, in respect of a claim he made to it after he was involved in an incident with a parked lorry. What happened Mr L notified Admiral that he had been manoeuvring around the left hand side ... (5 pages)View decision -
Decision Reference DRN-3299251
22 Mar 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3299251 The complaint Mrs P has complained that Loans 2 Go Limited was irresponsible in lending to her. What happened Loans 2 Go provided Mrs P with the following loans: Date taken Amount Term Monthly repayment Amount received Loan status Loan 1 01/07/19 £600 18 months £137.13 £2,468.3... (4 pages)View decision -
Decision Reference DRN-3210302
22 Mar 2022 Pockit Limited UpheldBanking and PaymentsDRN-3210302 The complaint Miss A complains that Pockit Limited won’t refund payments she didn’t make from her account. What happened Miss A disputes payments made online from her Pockit account on 28 September 2020 for a total of £3,010. She says that she was unable to access her account t... (4 pages)View decision -
Decision Reference DRN-3385830
22 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3385830 The complaint Mr C complained because NewDay Ltd refused to refund him for transactions which he said he didn’t authorise. What happened On the morning of 7 April 2019, Mr C checked his NewDay account and saw that three payments, with associated non-sterling fees, had debited h... (4 pages)View decision -
Decision Reference DRN-3342718
22 Mar 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3342718 The complaint Mr P complains about the quality of a car he has been financing through an agreement with STARTLINE MOTOR FINANCE LIMITED (“Startline”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll foc... (3 pages)View decision -
Decision Reference DRN-3336824
22 Mar 2022 HBOS Investment Fund Managers Limited UpheldInvestmentsDRN-3336824 The complaint Mr H complains HBOS Investment Fund Managers Limited (HBOS) delayed transferring two child trust funds (CTF) to a new provider. He is also unhappy as he says he was given misleading information which meant he thought the shares held by the two accounts hadn’t been... (3 pages)View decision
