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-4866628
14 Aug 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4866628The complaint Mr C is unhappy that Legal and General Assurance Society Limited (L&G) declined his income protection claim. What happened Mr C is insured through his employer’s group income protection policy. The policy specified a deferred period of 26 weeks and L&G is t... (4 pages)View decision -
Decision Reference DRN-4946827
14 Aug 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4946827 The complaint Miss B, through her representative, complains that Capital One (Europe) plc, a credit card company, lent to her by approving the credit card and then increasing the credit limit when she could not afford it. What happened Miss B applied for the credit card with... (3 pages)View decision -
Decision Reference DRN-4962330
14 Aug 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4962330 The complaint Mr B is unhappy Lloyds Bank PLC hasn’t refunded payments he says are unauthorised. What happened Mr B reported to Lloyds that he’d been the victim of fraud. He explained he hadn’t received his new card and PIN reminder and that they’d been used to make a number... (4 pages)View decision -
Decision Reference DRN-4964388
14 Aug 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4964388 The complaint Mr W complains that Lloyds Bank PLC lent irresponsibly when approving his overdraft limit and later increasing it. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In June 2018 Mr W appli... (4 pages)View decision -
Decision Reference DRN-4831985
14 Aug 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4831985 The complaint Mr A is unhappy about the way Aviva Insurance Limited (Aviva) has handled a claim he made under his home emergency policy, regarding issues he was experiencing with his boiler and water heating system. What happened Mr A contacted Aviva in November 2023, about ... (3 pages)View decision -
Decision Reference DRN-4833461
14 Aug 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4833461 The complaint Mr and Mrs B complain that HSBC UK Bank Plc (‘HSBC’) won’t refund money they lost when they say they fell victim to a scam. What happened Mr and Mrs B hold a joint account with HSBC. They are represented in this case, but as the account was in their names, I’ll... (3 pages)View decision -
Decision Reference DRN-4937895
14 Aug 2024 Salad Finance Limited Not upheldConsumer CreditDRN-4937895 The complaint Mr M complains that Salad Finance Limited lent to him irresponsibly. What happened Mr M took one loan in November 2023 for £500. The monthly repayment cost was £57.52 for 12 months. The total to repay including interest was £689.58. After Mr M had complained S... (3 pages)View decision -
Decision Reference DRN-4965487
14 Aug 2024 Kensington Mortgage Company Limited UpheldMortgagesDRN-4965487 The complaint Mr and Mrs D complain about the way that Kensington Mortgage Company Limited trading as Acenden has administered their mortgage. What happened In 2007, Mr and Mrs D took out a second charge mortgage with Southern Pacific Personal Loans for £38,000 over 30 years... (6 pages)View decision -
Decision Reference DRN-4889610
14 Aug 2024 Wakam Not upheldInsuranceDRN-4889610 The complaint Miss T has complained that Wakam hasn’t paid in full a claim under her home insurance policy for accidental damage. What happened In 2022 Miss T took out a home insurance policy with Wakam. In 2023 she made a claim for accidental damage. After an investigatio... (2 pages)View decision -
Decision Reference DRN-4524861
14 Aug 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4524861 The complaint Mr B complains that American Express Services Europe Limited (AESEL) closed his credit card account and cancelled the direct debt. He also complains that the management of his account was passed to a debt collection firm. What happened Mr B says that in summer... (3 pages)View decision
