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 4790 results
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Decision Reference DRN-2945627
29 Jul 2021 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-2945627 The complaint Miss T complains about the settlement Accredited Insurance (Europe) Limited offered her after a claim made on her motor insurance policy. What happened Miss T bought a car privately for £3,800 and two weeks later she crashed into a wall, hurting herself. The poli... (3 pages)View decision -
Decision Reference DRN-4044880
25 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4044880 The complaint Mr R complains that Lloyds Bank PLC has lost his deeds for a piece of land he owns. Mr R is represented by his son in law in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as being made by Mr R himself. What... (3 pages)View decision -
Decision Reference DRN-2902976
19 Jul 2021 Barclays Bank UK PLC Not upheldMortgagesDRN-2902976 The complaint Mr R has complained that Barclays Bank UK Plc has told him that his title deeds comprise an electronic record. Mr R wants Barclays to provide him with his actual paper title deeds or to compensate him for these having been destroyed by the bank. What happened Mr R... (3 pages)View decision -
Decision Reference DRN-2942092
9 Sep 2021 Advanced Payment Solutions Limited Not upheldBanking and PaymentsDRN-2942092 The complaint Mr B complains he was unable to access his online account provided by Advanced Payment Solutions Limited (trading as Cashplus). What happened On 14 October 2019, Mr B contacted Cashplus querying why he didn’t have access to his online account. He complained to Cas... (3 pages)View decision -
Decision Reference DRN4909787
1 May 2015 Loan Mart Ltd UpheldBanking and creditMr G complains that when he asked Loan Mart Ltd to arrange a loan for him, it asked him for three payments but did not supply him with a loan.backgroundFollowing his application, Loan Mart sent Mr G a loan agreement. But it asked him to pay the first instalment in ad... (2 pages)View decision -
Decision Reference DRN9346376
5 Nov 2015 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr M is the director of company V and complained that Ageas Insurance Limited made a mistake with how they valued the van owned by company V after it was stolen, under its commercial vehicle insurance policy. I shall refer to Mr M throughout my decision instead of... (1 page)View decision -
Decision Reference DRN0677648
18 Oct 2018 Great Lakes Insurance SE Not upheldInsurance (excluding PPI)Mr M is unhappy that Great Lakes Insurance SE (GL) isn’t paying out on a claim he made under his tool insurance policy.backgroundMr M was working away from home and had left his tools in his van overnight. Unfortunately he found the next morning that his van had b... (2 pages)View decision -
Decision Reference DRN2772023
4 Jul 2017 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr and Mrs W complain that Allianz Insurance Plc mishandled a claim on a motor trade insurance policy.backgroundMr W worked for a sole trader who ran a car garage. Mr W’s wife Mrs W was driving when she and a third party were involved in a road traffic incident in ... (2 pages)View decision -
Decision Reference DRN-3557763
21 Apr 2023 Financial Administration Services Limited Not upheldInvestmentsDRN-3557763 The complaint Mr M and Mrs M are unhappy with the service provided by Financial Administration Services Limited (Fidelity) following the transfer of their stocks and shares Individual Savings Account (ISA). What happened Mr M and Mrs M held an ISA with company L. Mrs M had prov... (3 pages)View decision -
Decision Reference DRN-2789550
18 Jun 2021 Skyfire Insurance Company Limited Not upheldInsuranceDRN-2789550 The complaint Miss G complains about how Skyfire Insurance Company Limited dealt with her claim, when her parked car was hit by an unidentified vehicle. And that the incident was recorded as a fault claim against her policy. What happened Miss G had comprehensive motor insuranc... (3 pages)View decision