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 363152 results
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Decision Reference DRN-5053095
8 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5053095 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) settled a third-party claim under his motor insurance policy despite him informing them he was in direct discussion with the third-party with a view to settling the repairs. What happened Mr... (4 pages)View decision -
Decision Reference DRN-4974990
8 Oct 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4974990 The complaint Mr R is unhappy with the service he’s received from Metro Bank PLC surrounding his Bounce Back Loan (“BBL”), including that Metro defaulted the loan for non-payment. What happened Mr R successfully applied to Metro for a BBL in December 2020. Mr R was making pa... (3 pages)View decision -
Decision Reference DRN-5069565
8 Oct 2024 Lendable Ltd UpheldConsumer CreditDRN-5069565 The complaint Mrs W complains that Lendable Ltd has not credited her loan account with compensation it promised to her. What happened I issued a provisional decision about this complaint on 23 September 2024. I set out the background to this complaint as follows: “On 9 Septe... (3 pages)View decision -
Decision Reference DRN-5062770
8 Oct 2024 First Central Underwriting Limited Not upheldInsuranceDRN-5062770 The complaint Mr A complains that First Central Underwriting Limited (“First Central”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, made by a premium-brand car maker and first regi... (3 pages)View decision -
Decision Reference DRN-4675585
8 Oct 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-4675585 The complaint Mr H’s complaint is that a car supplied to him under a Hire Purchase Agreement (“HP Agreement”) with Oodle Financial Services Ltd (“OFSL”) was of an unsatisfactory quality. He has asked that OFSL take the car back, cancel the HP Agreement and refund his money. ... (7 pages)View decision -
Decision Reference DRN-4935670
8 Oct 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4935670 The complaint Mr W is unhappy his claim for theft was declined under his motor policy with Admiral Insurance (Gibraltar) Limited (“Admiral”). What happened Mr W signed a contract with a third-party organisation (X) to sell his car. Mr W agreed a sale price with X, who as par... (2 pages)View decision -
Decision Reference DRN-4999388
8 Oct 2024 Lloyds Bank PLC UpheldMortgagesDRN-4999388 The complaint Mr and Mrs H complain about the way Lloyds Bank PLC dealt with them regarding their interest only mortgage. A family member, who I’ll refer to as Ms C, has represented them in bringing this complaint. What happened Mr and Mrs H have had an interest only mortgag... (4 pages)View decision -
Decision Reference DRN-4945899
8 Oct 2024 Hiscox Underwriting Limited UpheldInsuranceDRN-4945899 The complaint Mr J has complained about the way that Hiscox Underwriting Limited (‘Hiscox’) handled his information in relation to his home insurance policy quote. What happened Mr J approached Hiscox looking for a quotation for a home insurance policy in early December 202... (4 pages)View decision -
Decision Reference DRN-5043397
8 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5043397 The complaint Mr B, as executor of the estate of Ms P, complains about the service provided by Barclays Bank UK PLC (‘Barclays’) during the administration of the estate. Mr B has authority to bring a complaint on behalf of the estate. What happened After Mr B notified Barc... (4 pages)View decision -
Decision Reference DRN-5010920
8 Oct 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5010920 The complaint Mr C complains that The Royal London Mutual Insurance Society Limited (‘RL’) incorrectly informed him that details about his pension’s investments could be found online. What happened In January 2024, Mr C telephoned RL asking for the price details of the fund... (3 pages)View decision
