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 4257 results
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Decision Reference DRN-4198897
20 Jun 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4198897 The complaint Ms P complains that Hastings Insurance Services Limited (“Hastings”) sent her car insurance policy renewal information to a third party. What happened Ms P moved address in 2021 and reported this to Hastings so they could update their records. Ms P says, in 2022, ... (3 pages)View decision -
Decision Reference DRN-1780154
25 Jun 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsThe complaint Mr D complains that Barclays Bank PLC closed his account without notice and recorded a CIFAS marker against his name. CIFAS is one of the UK's fraud alert services. What happened Mr D opened a Young Person’s current account with Barclays in February 2017 and was issued w... (3 pages)View decision -
Decision Reference DRN-3874866
25 Jul 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3874866 The complaint Ms W complains Lloyds Bank PLC (“Lloyds”) refused to accept her attorney’s authority to act on her account until an Enduring Power of Attorney (“EPA”) was registered with the Office of the Public Guardian (“OPG”). Ms W is assisted in bringing this case by her Atto... (3 pages)View decision -
Decision Reference DRN-1825739
18 Sep 2020 Calpe Insurance Company Limited UpheldInsuranceDRN-1825739The complaintMrs G has complained about Calpe Insurance Company Limited’s decision to settle a third party’s claim against her car insurance policy. All reference to Calpe as the lead insurer includes its agents.What happenedIn February 2019 Calpe received a claim from a third p... (3 pages)View decision -
Decision Reference DRN6896301
12 Jun 2018 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mrs P complains about AXA Insurance UK Plc’s handling of her claim against her motor insurance policy.backgroundOn 9 November 2016, Mrs P was involved in an accident whilst driving. She reported it to AXA on the same day. Mrs P told AXA that she was waiting to pull o... (3 pages)View decision -
Decision Reference DRN5306808
11 Jul 2014 TTR PT Limited Not upheldBanking and creditMr E says he was misled about, and not allowed to cancel, a personal trainer course financed through a fixed sum loan agreement with TTR PT Limited. backgroundMr E entered into a fixed sum loan agreement to finance a personal trainer course in October 2013. He was due to start the cou... (3 pages)View decision -
Decision Reference DRN9364705
26 Jul 2016 Barclays Bank Plc Not upheldBanking and creditMr and Mrs W have complained that Barclays Bank Plc (“Barclays”) mis-sold them an Additions Plus packaged bank account in 2007. Mr and Mrs W have used a Claims Management Company (“CMC”) to bring their complaint.backgroundMr and Mrs W also complained about the sale of... (3 pages)View decision -
Decision Reference DRN0268127
12 Dec 2018 Lloyds Bank PLC Not upheldBanking and creditMr L complains about Lloyds Bank PLC (“Lloyds”) regarding customer service and account processes in relation to reactivating his dormant account. He wants the account to be reopened and reactivated. backgroundMr L has been a Lloyds banking customer for more than 20 yea... (4 pages)View decision -
Decision Reference DRN-4205088
1 Aug 2023 Leeds Building Society Not upheldMortgagesDRN-4205088 The complaint Mrs D complains that Leeds Building Society didn’t send the original property title deeds to her upon the redemption of her mortgage. What happened Mrs D had a mortgage with Leeds Building Society between 2009 and 2022. When Mrs D redeemed this mortgage in October... (3 pages)View decision -
Decision Reference DRN-4544281
23 Jan 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4544281 The complaint Ms C complains Ageas Insurance Limited provided an unfair settlement to her motor insurance claim. What happened Ms C’s car was involved in a car park fire. The damage to it couldn’t be confirmed. Ageas, her motor insurer, treated the car as a total loss. It waive... (3 pages)View decision
