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-4934434
19 Nov 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4934434 The complaint Mr H and Miss M complain Liverpool Victoria Insurance Company Limited trading as LV (LV) unfairly declined to settle their claim on their home insurance policy. References to Mr H or Miss M, will include the other. There are several parties and representative... (3 pages)View decision -
Decision Reference DRN-5115265
19 Nov 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5115265 The complaint Mrs P complains about the surrender value of a whole of life insurance policy she held with Aviva Life & Pensions UK Limited. Mrs P is being represented in her complaint by a family member. For ease I will refer to all actions as being those of Mrs P. What ... (2 pages)View decision -
Decision Reference DRN-4897898
19 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4897898 The complaint Mrs Z complains Lloyds Bank PLC didn’t do enough to protect her when she fell victim to an investment scam. What happened Mrs Z has accounts with Lloyds Bank including a current account and a savings account. She has an account with another business too, who I’... (2 pages)View decision -
Decision Reference DRN-4735386
19 Nov 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4735386 The complaint Mr J complains about a car he acquired with credit provided by Zopa Bank Limited. What happened In July 2023 Mr J entered into a regulated hire purchase agreement with Zopa Bank to finance his purchase of a used car. The car was four years old, its mileage was ... (3 pages)View decision -
Decision Reference DRN-5156017
19 Nov 2024 Covea Insurance plc Not upheldInsuranceDRN-5156017 The complaint Miss E complains Covea Insurance plc delayed her car insurance claim and didn’t offer a fair claim settlement. What happened In June 2023 Miss E’s car was hit whilst parked by an unknown third party. Shortly afterwards, she contacted Covea to make a claim. Co... (6 pages)View decision -
Decision Reference DRN-5059996
19 Nov 2024 Barclays Bank UK PLC Not upheldInsuranceDRN-5059996 The complaint Mr A complains that Barclays Bank UK PLC cancelled a life insurance policy. What happened Mr A says he had a life insurance policy with, or administered by, Barclays Bank UK PLC which he was paying for by direct debit. He says that when he went to claim on the ... (2 pages)View decision -
Decision Reference DRN-5043299
19 Nov 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5043299 The complaint Mr M complains that Tesco Personal Finance PLC trading as Tesco Bank unfairly reduced the credit limit of his credit card account. What happened In January 2021, Tesco suspended use of Mr M’s credit card account as it was in ‘persistent debt’. Mr M agreed repay... (3 pages)View decision -
Decision Reference DRN-5155486
19 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5155486 The complaint Mr O and Miss Z complain that Barclays Bank UK PLC (‘Barclays’) should pay more compensation than offered so far, after admitting poor service and a data breach arising in connection with their application to open a joint account. What happened In March 2024, ... (3 pages)View decision -
Decision Reference DRN-5150154
19 Nov 2024 Assurant General Insurance Limited Not upheldInsuranceDRN-5150154 The complaint Mr A complains that Assurant General Insurance Limited rejected a claim on his mobile phone insurance policy. What happened In June 2024 Mr A made a claim on his policy. He said he had lost his phone on 15 June, which he had reported to his network provider and... (3 pages)View decision -
Decision Reference DRN-4984050
19 Nov 2024 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-4984050 The complaint Mr H complains that Hargreaves Lansdown Asset Management Limited (HL) failed to send him the written confirmation he requested in a timely manner. What happened I understand that Mr H had a pension with HL for some years. But that he’d transferred this to anoth... (5 pages)View decision
