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 360982 results
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Decision Reference DRN-4905443
29 Oct 2024 Accelerant Insurance Limited UpheldInsuranceDRN-4905443 The complaint A limited company, which I will refer to as H, complains about the handling and settlement of its commercial buildings insurance claim by Accelerant Insurance Limited. What happened The following is intended only as a brief summary of events. Additionally, whil... (4 pages)View decision -
Decision Reference DRN-4904639
29 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4904639 The complaint Mr L complains that Lloyds Bank PLC mishandled his request that it recover money paid for work done on his house. What happened Mr L was concerned about the state of his roof since a neighbour had encountered issues with his. He used a website that recommended ... (2 pages)View decision -
Decision Reference DRN-4830676
29 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-4830676 The complaint Mr F, a sole trader, complains about the decision of Aviva Insurance Limited to decline his business interruption insurance claim. What happened The following is intended only as a summary of the key circumstances. Additionally, whilst other individuals have be... (3 pages)View decision -
Decision Reference DRN-5071933
29 Oct 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-5071933 The complaint Mr I and Mrs I complain about Tesco Underwriting Limited (“TUL”) and the decision to void their insurance policy, refunding the premium they paid, after they made a claim following a burglary at their home. Mr I has acted as the main representative during the c... (4 pages)View decision -
Decision Reference DRN-5042034
29 Oct 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-5042034 The complaint Miss I complains that a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited (Startline) is of unsatisfactory quality. What happened On 18 January 2024, Miss I entered into a hire purchase agreement with Startline for the su... (4 pages)View decision -
Decision Reference DRN-4833114
29 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4833114 The complaint Mrs S complains that Lloyds Bank PLC did not handle her chargeback request properly. What happened On 14 September 2023 Mrs S ordered an electric bike from a retailer (“the Supplier”) at a cost of £895. It was delivered on 15 September and Mrs S says she couldn... (2 pages)View decision -
Decision Reference DRN-4954156
29 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4954156 The complaint Mr A is unhappy that Bank of Scotland plc, trading as Halifax, won’t reimburse him money he lost after being a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr A wante... (4 pages)View decision -
Decision Reference DRN-4814771
29 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4814771 The complaint Mr P complains that National Westminster Bank Plc won’t refund money he lost when he was a victim of an investment scam. Mr P is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll... (5 pages)View decision -
Decision Reference DRN-5110966
29 Oct 2024 Advisory Insurance Brokers Limited Not upheldInsuranceDRN-5110966 The complaint H complains that Advisory Insurance Brokers Limited trading as Towergate Insurance Brokers (Towergate) failed to provide a suitable insurance policy for its needs. What happened H has brought its complaint with the assistance of its representative. But for the ... (4 pages)View decision -
Decision Reference DRN-4781221
29 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4781221 The complaint Mr C complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In 2019, Mr C was told about an opportunity to invest in a property development company by an investment broker. He was told h... (3 pages)View decision
