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 369228 results
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Decision Reference DRN-5124243
20 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5124243 The complaint Mr S complains that National Westminster Bank Plc sent personal information about his credit card account to a third-party by text message. What happened Mr S updated his mobile phone number using the NatWest mobile banking app. But while his current account w... (3 pages)View decision -
Decision Reference DRN-4869971
20 Nov 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4869971 The complaint Mr and Mrs K complain that The National Farmers’ Union Mutual Insurance Society Limited (NFU) have treated them unfairly in their handling and settlement of an insurance claim. Any reference to NFU will include those who acted on their behalf. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-5110759
20 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5110759 The complaint Ms M and Mr M complain about U K Insurance Limited (“UKI”) and the decision to decline the valuables aspect of the claim made on their home insurance policy. Ms M and Mr M also complain about the service provided by UKI around the claim, including steps taken t... (4 pages)View decision -
Decision Reference DRN-4977635
20 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4977635 The complaint Ms G and Mr R complain about how AXA Insurance UK Plc proposes to settle a claim they made for stolen jewellery under a contents insurance policy. All references to AXA also include its appointed agents. What happened Below is intended to be a summary of the ke... (4 pages)View decision -
Decision Reference DRN-5003143
20 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5003143 The complaint A limited company, which I’ll refer to as ‘S’, is unhappy with how Lloyds Bank PLC have administered its Bounce Back Loan (“BBL”). S’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr F’. What happened In May 2020, S successfully ... (3 pages)View decision -
Decision Reference DRN-5119291
20 Nov 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5119291 The complaint Mr R complains that Tesco Personal Finance PLC trading as Tesco Bank (referred to in this decision as “Tesco Bank”) lent to him irresponsibly. He complains Tesco Bank didn’t do enough to check the lending would be affordable for him. What happened Tesco bank pr... (6 pages)View decision -
Decision Reference DRN-5051988
20 Nov 2024 BUPA Insurance Limited Not upheldInsuranceDRN-5051988 The complaint Mr and Mrs T complain that BUPA Insurance Limited has turned down a claim they made on a personal private medical insurance policy. Mr and Mrs T have a representative acting on their behalf, but for ease of reading, I’ve referred mainly to Mr T. What happened T... (4 pages)View decision -
Decision Reference DRN-5159040
20 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5159040 The complaint Mr F is unhappy UKI haven’t accepted his claim to repair an unidentified source of damp under his kitchen floor. UKI are providing Mr F his home insurance policy. What happened Mr F is concerned about how UKI dealt with his claim. Mr F said he was advised by UK... (3 pages)View decision -
Decision Reference DRN-5073432
20 Nov 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5073432 The complaint J complain about a charge they were asked to pay by Mitsubishi HC Capital UK PLC, trading as Novuna Vehicle Solutions (Novuna) when they returned a car they had been financing through an agreement with them. What happened J took receipt of a new car in October ... (2 pages)View decision -
Decision Reference DRN-5156919
20 Nov 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5156919 The complaint Mr C has complained to ReAssure Limited (ReAssure) about a transfer of his personal pension to a small self-administered scheme (SSAS) in October 2014. Mr C’s SSAS was subsequently used to invest in The Resort Group (TRG) and Dolphin Trust loan notes. The inves... (14 pages)View decision
