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 4373 results
-
Decision Reference DRN-4964870
21 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-4964870 The complaint Mr E has complained, with the help of a professional third party, about the transfer of his Zurich Assurance Ltd personal pension to a small self-administered scheme (‘SSAS’) in June 2016. Mr E’s SSAS was subsequently used to invest in Dolphin Capital loan note... (14 pages)View decision -
Decision Reference DRN5919207
20 Jun 2019 UK Insurance Limited UpheldInsurance (excluding PPI)Mr and Mrs S are unhappy that U K Insurance Limited (UKI) has rejected their buildings insurance claim and won’t pay the cost to repair their damaged roof.backgroundIn the early hours of 18 January 2018, Mr and Mrs S’ flat roof was badly damaged. Mr and Mr S said th... (6 pages)View decision -
Decision Reference DRN6304599
28 Apr 2016 Barclays Bank Plc Not upheldBanking and creditMr B complains that Barclays Bank Plc mis-sold him a packaged bank account. He is also unhappy with the way it dealt with his complaint.backgroundMr B complained to Barclays about the sale of his packaged account. I understand that Barclays agreed to pay Mr B £50 co... (4 pages)View decision -
Decision Reference DRN-3628951
3 Aug 2022 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3628951 The complaint Miss S has complained about her car insurer, Accredited Insurance (Europe) Ltd (“AIE”). It declined her claim made when her car was stolen; she thinks it handled the claim poorly and is unhappy with it being declined, as well as her car (which was recovered) havin... (5 pages)View decision -
Decision Reference DRN2304741
2 Sep 2015 National Westminster Bank Plc UpheldBanking and creditMr and Mrs C complain National Westminster Bank Plc (NatWest) mis-sold a packaged bank account to Mrs C on her sole account and later to Mr and Mrs C on their joint account.backgroundMrs C upgraded her free account to a packaged bank account in April 2005. She says ... (5 pages)View decision -
Decision Reference DRN2724240
23 Jun 2020 Southern Rock Insurance Company Limited UpheldInsurance (excluding PPI)Mrs H complained that Southern Rock Insurance Company Limited avoided (treated it as if it had never existed) her motor insurance policy and refused to pay her claim. backgroundMrs H‘s car was unfortunately stolen and she made a claim under her policy with Southern Rock. But Southern Rock ... (5 pages)View decision -
Decision Reference DRN3730141
23 Dec 2020 PSA Finance UK Limited Not upheldBanking and creditMiss R complains about the refund she received from PSA Finance UK Limited. background I set out the background to Miss R’s complaint in the provisional decision I issued for this complaint earlier this year. However, I repeat that background here so that all relevant information can be fo... (5 pages)View decision -
Decision Reference DRN2050704
13 Dec 2019 PSA Finance UK Limited UpheldBanking and creditMr S complains that he was mis-sold a hire purchase agreement for a car, financed by PSA Finance UK Limited.backgroundIn November 2015 Mr S bought a car under a hire purchase agreement financed by PSA Finance. In 2018, at the end of the agreement, he discovered that if he wanted to keep th... (5 pages)View decision -
Decision Reference DRN2966210
10 Jun 2020 Indigo Michael Limited UpheldBanking and creditMiss A has complained Indigo Michael Limited, trading as SafetyNet Credit, held her liable for a loan she never applied for. This resulted in a default being placed on her credit record and increased her costs when she went to re-mortgage.backgroundIn 2015 Miss A’s new debit card was inter... (5 pages)View decision -
Decision Reference DRN-4809380
3 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4809380 The complaint Mr and Mrs F complain Lloyds Bank PLC did not respond to their letter they sent it. What happened Mr and Mrs F say they have two joint accounts with Lloyds – a Standard Saver account and an International Money Market Call account. As they currently live abroad, th... (4 pages)View decision
