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 121668 results
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Decision Reference DRN-3126129
18 May 2022 Canada Life Limited UpheldInsuranceDRN-3126129 The complaint Mrs P complains that Canada Life Limited unfairly declined her group income protection claim. Mrs P is recently represented, but for ease I’ll refer to all submissions as being made by her directly. What happened The following is only an overview as both parties a... (4 pages)View decision -
Decision Reference DRN-3359723
18 May 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3359723 The complaint Mr H complains that Moneybarn No. 1 Limited irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In March 2016, Mr H acquired a used car financed by a conditional sale agreement from Moneybarn. Mr H was required to make... (2 pages)View decision -
Decision Reference DRN-3486713
18 May 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3486713 The complaint Mr C complains that Barclays Bank UK PLC has treated him unfairly when he called to question transactions on his account. What happened Mr C called Barclays on 23 March 2021 to question why payments made from his debit card to TFL were not showing as a pending tra... (2 pages)View decision -
Decision Reference DRN-3382037
18 May 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3382037 The complaint Mr W complains that Everyday Lending Limited (trading as Everyday Loans) granted him a loan that was unaffordable for him. What happened In mid-2021, Mr W took out a loan for £1,200 with Everyday Lending. The loan was to be repaid over 24 months with the repayment... (3 pages)View decision -
Decision Reference DRN-3439383
18 May 2022 U K Insurance Limited UpheldInsuranceDRN-3439383 The complaint Mr and Mrs B have complained that they’ve been overcharged for a number of years by UK Insurance Limited (‘UKI’) for their home insurance policy. What happened Mr and Mrs B took out their first home insurance policy with UKI in 2009 and their policy was automatica... (4 pages)View decision -
Decision Reference DRN-3482435
18 May 2022 Halifax General Insurance Services Limited UpheldInsuranceDRN-3482435 The complaint Miss O complains that Halifax General Insurance Services Limited (Halifax) has unfairly handled a claim made on her buildings and contents insurance policy. What happened In 2018, Miss O’s house was damaged following an escape of water. She made a claim on her pol... (5 pages)View decision -
Decision Reference DRN-3374826
18 May 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3374826 The complaint Mr and Mrs K complain that Royal & Sun Alliance Insurance Limited (RSA) have handled their home insurance claim unfairly. What happened Mr and Mrs K found that a ground floor window wouldn’t open and discovered some cracks in their property. After this had bee... (2 pages)View decision -
Decision Reference DRN-3483498
18 May 2022 West Bay Insurance Plc UpheldInsuranceDRN-3483498 The complaint Mr L is unhappy that West Bay Insurance Plc (West Bay) voided his insurance and kept his premium payments. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. West Bay has accepted our Investigator’s opini... (2 pages)View decision -
Decision Reference DRN-3286265
18 May 2022 New Mount Reclaim Limited UpheldClaims ManagementDRN-3286265 The complaint Mrs L’s complained that New Mount Reclaim Limited (“NMR”) chased her for payment of a success fee for recovering mis-sold payment protection insurance (PPI) she didn’t believe she owed. What happened In April 2021, Mrs L received a letter from NMR, advising her th... (3 pages)View decision -
Decision Reference DRN-3453111
18 May 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3453111 The complaint Mr W, acting on behalf of his business, T, complains that HSBC UK Bank Plc didn’t provide adequate notification of the additional charges that were applied to the business’ accounts. What happened Mr W has explained that his business has four client accounts. He s... (3 pages)View decision
