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 375119 results
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Decision Reference DRN-5138857
30 Jan 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5138857 The complaint Mr S is unhappy that The Royal Bank of Scotland (RBS) recorded information incorrectly on his credit file, which be believes prevented him from obtaining a mortgage. What happened Mr S had a loan account with RBS, which was settled in January 2024. Mr S applied... (2 pages)View decision -
Decision Reference DRN-5294271
30 Jan 2025 The Prudential Assurance Company Limited Not upheldInsuranceDRN-5294271 The complaint Mr Z and the estate of Mrs Z complain that The Prudential Assurance Company Limited hasn’t fairly settled a critical illness claim Mrs Z made on a Home Purchaser policy. What happened Mr and Mrs Z took out a Home Purchaser policy in 1999 to protect their mortga... (3 pages)View decision -
Decision Reference DRN-5181998
30 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5181998 The complaint Mr C is unhappy the claim he made with esure Insurance Limited (esure) under his motor insurance policy hasn’t been settled. What happened In March 2022 Mr C was unfortunately involved in an accident involving two other vehicles and so reported a claim to esure... (2 pages)View decision -
Decision Reference DRN-5296852
30 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5296852 The complaint Mrs L complains that AXA Insurance UK Plc (“AXA”) unfairly recorded her at-fault for an accident claim under her motor insurance policy. What happened In December 2023 Mrs L was involved in a car accident. She contacted AXA and received a letter that told her s... (3 pages)View decision -
Decision Reference DRN-5256471
30 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5256471 The complaint Mr T Jr complains on behalf of his father, Mr T, about the service received from Lloyds Bank PLC (“Lloyds”) when trying to locate a historical account that he believed Mr T held with it. Mr T Jr doesn’t believe Lloyds have done enough in its efforts to locate t... (4 pages)View decision -
Decision Reference DRN-5258968
30 Jan 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5258968 The complaint Mr D complains about the decision of Watford Insurance Company Europe Limited to record a loss against his claim record after his motor vehicle was stolen. What happened Mr D was the victim of a break in which resulted in his car being stolen. He notified Watfo... (2 pages)View decision -
Decision Reference DRN-4894092
30 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4894092 The complaint Mr A complains that Lloyds Bank plc (Lloyds) didn’t uphold his chargeback request. He would like the deposit he was claiming back refunded. What happened The details of this complaint are well known to both parties so I won’t repeat them again here, instead I ... (2 pages)View decision -
Decision Reference DRN-5241815
30 Jan 2025 The Claims Experts Ltd UpheldClaims ManagementDRN-5241815 The complaint Miss G complains about The Claims Experts Ltd trading as Impakt Claims (“Impakt”) and the success fee they invoiced her following her successful claim for mis-sold lending. What happened The claim and complaint circumstances are well known to both parties. So, ... (3 pages)View decision -
Decision Reference DRN-5241807
30 Jan 2025 The Claims Experts Ltd UpheldClaims ManagementDRN-5241807 The complaint Mr C complains about The Claim Experts Ltd trading as Impakt Claims (“Impakt”) and the success fee they invoiced him following his successful claim for mis-sold lending. What happened The claim and complaint circumstances are well known to both parties. So, I d... (3 pages)View decision -
Decision Reference DRN-5263428
30 Jan 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5263428 The complaint Mr B feels that his contractual agreement with Fairscore Ltd, trading as Updraft, isn’t legally enforceable, and is also unhappy with how Updraft administered his account. What happened Mr B had a loan with Updraft and raised a complaint with Updraft because he... (2 pages)View decision
