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 119592 results
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Decision Reference DRN-3306225
15 Feb 2022 Nash Warren Insurance Services Limited UpheldInsuranceDRN-3306225 The complaint Mr A on behalf of business ‘C’ has complained about the way a broker, Nash Warren Insurance Services Ltd sold and cancelled a motor trade insurance policy on behalf of the insurer. C has raised a separate complaint against the insurer. What happened C bought a mot... (4 pages)View decision -
Decision Reference DRN-3276344
15 Feb 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3276344 The complaint Mr K complains that Barclays Bank UK PLC recorded adverse information on his credit file about his mortgage current account (MCA). What happened Mr K has had a mortgage with Barclays for many years. Although it’s a residential mortgage, the property is rented out,... (4 pages)View decision -
Decision Reference DRN-3261178
15 Feb 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3261178 Complaint Mr S is unhappy with what Lloyds Bank PLC (“Lloyds”) has done to put things right in relation to his complaint about his overdraft charges. Background Mr S also complained about Lloyds using money from another of his accounts to repay his overdraft. But this decision ... (2 pages)View decision -
Decision Reference DRN-3314377
15 Feb 2022 TSB Bank plc UpheldConsumer CreditDRN-3314377 The complaint Miss B complains about some loans she got from TSB Bank plc (TSB). What happened I issued my provisional decision on this case on 27 January 2022. I gave both parties the chance to respond with anything else they wanted me to consider by 10 February 2022. I have c... (8 pages)View decision -
Decision Reference DRN-3313751
15 Feb 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3313751 The complaint Mr T complains because Union Reiseversicherung AG (‘URV’) hasn’t paid the full amount of his travel insurance claim for a trip that was cut short. All references to URV include the agents it has appointed to handle claims on its behalf. What happened Mr T held a s... (4 pages)View decision -
Decision Reference DRN-3314773
15 Feb 2022 Acromas Insurance Company Limited UpheldInsuranceDRN-3314773 The complaint Following an incident Mr W complains Acromas Insurance Company Limited have settled a claim on his motor insurance policy as a 50 / 50 liability which he doesn’t think is fair. Ms C is a named driver, and was driving the car at the time, so I’ve also referred to h... (5 pages)View decision -
Decision Reference DRN-3138718
15 Feb 2022 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-3138718 The complaint Mr A is unhappy with the service he received from Scottish Widows Limited when discussing his options for taking his pension at his selected retirement date. What happened Mr A had a personal pension policy with Scottish Widows, the value of which was split betwee... (6 pages)View decision -
Decision Reference DRN-3222560
15 Feb 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3222560 Complaint Mrs B is unhappy with what Lloyds Bank PLC (“Lloyds”) has agreed to do to put things right after she complained about unfair charges on her overdraft. Background We’ve already explained we can’t look at what happened on Mrs B’s account prior to March 2018 because of h... (3 pages)View decision -
Decision Reference DRN-3304412
14 Feb 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3304412 The complaint Mr S has complained that AXA Insurance UK plc (‘AXA’) wrongly settled a third-party claim under his motor insurance policy which deprived him of his no claims discount (‘NCD’) and referred outstanding premiums to a debt collection agency. What happened Mr S took o... (3 pages)View decision -
Decision Reference DRN-2870020
14 Feb 2022 Santander UK Plc UpheldInsuranceDRN-2870020 The complaint Mr and Mrs H complain that Santander UK Plc, (“Santander”), mis-sold them a mortgage payment protection insurance, (“MPPI”), policy. What happened Mr and Mrs H took out a mortgage in 1994. At the same time they took out a monthly premium MPPI policy. Our adjudicat... (3 pages)View decision
