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 367300 results
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Decision Reference DRN-5036213
21 Oct 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-5036213 The complaint Mr S complains that Great Lakes Insurance SE declined his claim against his travel insurance policy. Reference to Great Lakes includes its agents. What happened In summary, Mr S has an annual travel insurance policy underwritten by Great Lakes. He was on a tri... (3 pages)View decision -
Decision Reference DRN-5095589
21 Oct 2024 One Insurance Limited Not upheldInsuranceDRN-5095589 The complaint Mr C complains that One Insurance Limited (OIL) avoided his van insurance policy and refused to pay his claim. What happened Mr C purchased a van for private personal use, and he took out an insurance policy with OIL in 2021. The policy was renewed with OIL in... (3 pages)View decision -
Decision Reference DRN-5057075
21 Oct 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-5057075 The complaint Mr B has complained that TSB Bank plc won’t refund the money he lost in what he alleges was a scam. What happened Both sides are most familiar with the case, so I’ll summarise what happened in brief. Between late 2019 and early 2020, Mr B sent around £95,000 fr... (2 pages)View decision -
Decision Reference DRN-5095506
21 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5095506 The complaint Mrs M complains that Barclays Bank UK PLC (“Barclays”) failed to refund transactions she didn’t recognise. What happened Mrs M noticed her account had less money than she expected and spoke with Barclays, she also realised she no longer had possession of her de... (4 pages)View decision -
Decision Reference DRN-4721217
21 Oct 2024 Barclays Bank Plc Not upheldInvestmentsDRN-4721217 The complaint Mr N complains Barclays Bank Plc misrepresented the Discretionary Managed Portfolio (DMP) service that it sold him. He says he hasn’t received the bespoke holistic service he was promised, but instead received a portfolio model based on his risk profile. He als... (7 pages)View decision -
Decision Reference DRN-5075675
21 Oct 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5075675 The complaint Ms B complains that Lloyds Bank PLC caused her enormous distress, anxiety and inconvenience by its mishandling, misleading and abusive treatment of her when she visited a branch. What happened Ms B visited a Lloyds Bank branch in July 2023. She says that the br... (4 pages)View decision -
Decision Reference DRN-5095504
21 Oct 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-5095504 The complaint Mr F complains Prepay Technologies Ltd (“Prepay”) made mistakes with a pre-paid card, which affected the enjoyment of a special trip and resulted in him incurring costs. Whilst Mr F brings this complaint with his wife, it should be noted that under our rules th... (3 pages)View decision -
Decision Reference DRN-4916328
21 Oct 2024 Covea Insurance plc Not upheldInsuranceDRN-4916328 The complaint Mrs H complains that Covea Insurance plc rejected a claim on her commercial property insurance policy. Where I refer to Covea, this includes its agents and claims handlers acting on its behalf. What happened Mrs H is the leasehold owner of a flat, which was let... (2 pages)View decision -
Decision Reference DRN-5041236
21 Oct 2024 U K Insurance Limited Not upheldInsuranceDRN-5041236 The complaint Mr K complains that U K Insurance Limited (“UKI”) caused further damage to his car while it was in its care following a claim under his car insurance policy. When I mention UKI I also mean its suppliers. What happened Mr K had a motor insurance policy with UKI ... (3 pages)View decision -
Decision Reference DRN-4950603
21 Oct 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4950603 The complaint Mr K complains about Ageas Insurance Limited (“Ageas”) for its decision to avoid his policy back to inception and to decline his claim. He wants Ageas to reinstate his policy, accept his claim and remove the avoided policy from his records. What happened Mr K o... (3 pages)View decision
