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 120936 results
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Decision Reference DRN-3249061
8 Apr 2022 U K Insurance Limited UpheldInsuranceDRN-3249061 The complaint Mr and Mrs N complain that U K Insurance Limited (UKI) hasn’t settled a claim they made on their travel insurance policy. What happened Mr and Mrs N have travel insurance as a benefit of a packaged account with their building society. In May 2019, Mr and Mrs N boo... (4 pages)View decision -
Decision Reference DRN-3273787
8 Apr 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3273787 The complaint Mrs M has complained about how Lloyds Bank General Insurance Limited (Lloyds) dealt with a claim under her home insurance policy. What happened Mrs M contacted Lloyds to make a claim for a water leak in her home. Lloyds arranged for trace and access to take place.... (2 pages)View decision -
Decision Reference DRN-3424249
8 Apr 2022 Compass Wealth Management Consultants Limited UpheldPensions and AnnuitiesDRN-3424249 The complaint Mr M complains that Compass Wealth Management Consultants Limited (Compass) enabled him to transfer his existing pensions before it had given him its recommendation and suitability report. And, when it did later send its report, it advised Mr M against transferrin... (10 pages)View decision -
Decision Reference DRN-3423974
8 Apr 2022 Yorkshire Building Society UpheldBanking and PaymentsDRN-3423974 The complaint Mrs P complains that Yorkshire Building Society did not allow her to move her matured funds into a product she wanted them to be transferred into. What happened Mrs P had a cash Individual Savings Account (ISA) with Yorkshire Building Society (YBS), which the fixe... (4 pages)View decision -
Decision Reference DRN-3003813
8 Apr 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3003813 The complaint Ms E complains Loans 2 Go Limited irresponsibly lent to her. Ms E is represented by a claims management company, but for ease of reference I’ll refer to all submissions as if she made them directly. What happened In September 2019, Ms E was approved for a £250 cap... (3 pages)View decision -
Decision Reference DRN-3424608
8 Apr 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3424608 The complaint Mr and Mrs J are unhappy that Union Reiseversicherung AG (URV) declined a claim made on their travel insurance policy. What happened In September 2019, Mr and Mrs J took out an annual ‘premier’ multi-trip travel insurance policy, underwritten by URV (‘the policy’)... (9 pages)View decision -
Decision Reference DRN-2814286
8 Apr 2022 Bamboo Limited UpheldConsumer CreditDRN-2814286 The complaint Mr L complains Bamboo Limited irresponsibly lent to him. Bamboo approved Mr L for two loans; one of which it agreed to refund on. So, this decision just covers the remaining loan in dispute. Mr L is represented by a claims management company, but for ease of refer... (3 pages)View decision -
Decision Reference DRN-3392823
8 Apr 2022 esure Insurance Limited UpheldInsuranceDRN-3392823 The complaint Miss V has complained about the valuation esure Insurance Limited trading as Sheilas’ Wheels paid when she made a claim under her car insurance policy. What happened Miss V’s car was stolen and she made a claim to her insurer, esure. Miss V said the car had sentim... (3 pages)View decision -
Decision Reference DRN-3423599
8 Apr 2022 Covea Insurance plc UpheldInsuranceDRN-3423599 The complaint Mr P is unhappy with Covea Insurance plc’s handling of his motor insurance claim. Mr P is represented by Mr S, but for ease I’ll refer to statements made by Mr S as being made by Mr P. References to Covea include agents acting on their behalf. What happened Mr P h... (5 pages)View decision -
Decision Reference DRN-3423992
8 Apr 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3423992 The complaint Mr G complains that Barclays Bank UK PLC kept giving him incorrect information about the dates when an early repayment charge (ERC) would apply to his mortgage and it has prevented him making an overpayment of 10% of the mortgage balance. What happened In 2018, Mr... (4 pages)View decision
