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-3373003
15 Mar 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3373003 The complaint Mrs and Mr C are unhappy with the repairs Lloyds Bank General Insurance Limited (Lloyds) carried out after they successfully claimed for water damage under their buildings insurance. The policy is in joint names but, for ease, I’ll refer only to Mrs C throughout m... (6 pages)View decision -
Decision Reference DRN-3369350
15 Mar 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3369350 The complaint Mrs G and Mr M complain that Royal & Sun Alliance Insurance Limited (RSA) won’t pay their home insurance claim for accidental damage and that it voided their policy for alleged breach of the fraud condition. What happened Mrs G and Mr M reported a claim to RSA... (6 pages)View decision -
Decision Reference DRN-3274685
15 Mar 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3274685 The complaint A charity, which I’ll refer to as R, complains that PayPal (Europe) Sarl et Sie SCA will not release the funds in R’s PayPal account. Mr W, who is a trustee of R, brings the complaint on R’s behalf. What happened In 2017 an employee of R, who I will call Ms S, ope... (2 pages)View decision -
Decision Reference DRN-3167902
15 Mar 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3167902 The complaint Mr H has complained that Loans 2 Go Limited irresponsibly lent to him. What happened From the information provided, Loans 2 Go lent Mr H 12 loans, the details of the loans are below: Loan number Start date Loan amount Term Repayment End date 1 24/07/2013 £400 - - ... (3 pages)View decision -
Decision Reference DRN-3344671
15 Mar 2022 Society of Lloyd's UpheldInsuranceDRN-3344671 The complaint Mr M is a sole trader. He has complained that Society of Lloyd's (“Lloyd’s”) didn’t pay him enough to settle his business interruption insurance claim. For ease of reading, reference to Lloyd’s will include anything done by the underwriters. What happened Mr... (5 pages)View decision -
Decision Reference DRN-3262070
15 Mar 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3262070 The complaint Mrs S, who is represented by her son Mr S, says J D Williams & Company Limited (“J D Williams”) irresponsibly lent to her. She and Mr S have requested that the interest and late payment charges she paid on the seven accounts she had be refunded. What happened ... (5 pages)View decision -
Decision Reference DRN-3336490
15 Mar 2022 Gresham Insurance Company Limited UpheldInsuranceDRN-3336490 The complaint Mr B complains that Gresham Insurance Company Limited (Gresham) has unfairly declined his claim for storm damage to his roof under his buildings insurance policy. He would like the claim paid. What happened On 31 October 2021 there were very strong winds which Mr ... (3 pages)View decision -
Decision Reference DRN-3249834
15 Mar 2022 FCA Automotive Services UK Ltd UpheldConsumer CreditDRN-3249834 The complaint Mr T complains that FCA Automotive Services UK Ltd (“FCA”) irresponsibly granted him a loan he couldn’t afford to repay. What happened In December 2018, Mr T took receipt of a car that he financed through a hire purchase agreement with FCA. Mr T was required to m... (2 pages)View decision -
Decision Reference DRN-3372313
15 Mar 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3372313 The complaint Mr H complains that Nationwide Building Society closed his account and didn’t send him statements when requested. What happened I issued my provisional findings on this case. I planned to come to a different outcome to our investigator, so I wanted to give both pa... (4 pages)View decision -
Decision Reference DRN-3180550
15 Mar 2022 UNUM Limited UpheldInsuranceDRN-3180550 The complaint Ms B is unhappy with the way Unum Limited handled her claim for income protection. What happened The background to this complaint is set out in my provisional findings. In summary, Ms B needed to claim on her income protection plan following the onset of her illne... (1 page)View decision
