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 362195 results
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Decision Reference DRN-4509478
12 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4509478 Complaint Ms C is unhappy that Lloyds Bank PLC didn't reimburse her after she told it she'd fallen victim to a scam. Background In 2021, Ms C was offered an opportunity to invest her money with an individual I'll refer to as Mr V. Mr V was presented as a highl... (3 pages)View decision -
Decision Reference DRN-5392814
12 Mar 2025 Vitality Health Limited UpheldInsuranceDRN-5392814 The complaint Mrs S is unhappy that Vitality Health Limited (Vitality) partly settled her claim under her private medical insurance policy. Mrs S is being represented by her husband, Mr S, on this complaint. For ease, I’ve referred to both Mrs S and Mr S in this decision. Wh... (5 pages)View decision -
Decision Reference DRN-5331280
12 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5331280 The complaint Ms F complains about delays in Admiral Insurance (Gibraltar) Limited (Admiral) dealing with a claim under her motor insurance policy for damage to her vehicle following a collision. References to Admiral in this decision include their agents. This decision co... (5 pages)View decision -
Decision Reference DRN-5081053
12 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5081053 The complaint Mr and Mrs D complain that Santander UK Plc won’t refund them the money they lost after they fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here... (6 pages)View decision -
Decision Reference DRN-5392880
12 Mar 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5392880 The complaint Mr L is unhappy with how Kensington Mortgage Company Limited have treated him. He has made the following complaint points: He is unhappy with the outcome of the court hearing on 29 January 2024 Mr L feels that Kensington prevented him from making payments i... (4 pages)View decision -
Decision Reference DRN-5222169
12 Mar 2025 Black Horse Limited Not upheldConsumer CreditDRN-5222169 The complaint Mrs M complains about the way that the voluntary termination of the hire purchase agreement under which a car had been supplied to her has been handled by Black Horse Limited, trading as Land Rover Financial Services. What happened A used car was supplied to Mr... (3 pages)View decision -
Decision Reference DRN-5335338
12 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5335338 The complaint Mrs F complains about the settlement that UK Insurance Limited (UKI) offered her for the total loss of her car following a claim made on her motor insurance policy. She wants UKI to pay the difference between its first offer and the final settlement. What happ... (3 pages)View decision -
Decision Reference DRN-5254810
12 Mar 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5254810 The complaint Mrs M’s complaint is about the conduct of her After the Event (‘ATE’) insurer, Financial & Legal Insurance Company Ltd (‘F&L’) following the conclusion of litigation she was involved in. Mrs M says F&L treated her unfairly. Mrs M is helped by a represe... (3 pages)View decision -
Decision Reference DRN-5324198
12 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5324198 The complaint Mrs and Mr W complain about AXA Insurance UK Plc (AXA) declining their claim for damage to their property under their Commercial and Residential Landlords Insurance policy. Any reference to AXA includes its agents. What happened Mrs and Mr W made a claim on t... (5 pages)View decision -
Decision Reference DRN-5391885
12 Mar 2025 Coventry Building Society UpheldMortgagesDRN-5391885 The complaint Miss G complains that Coventry Building Society (‘CBS’) has been pursuing her for repayment of the mortgage debt despite being aware she was previously made bankrupt. She is also unhappy it has been sending her letters which are addressed jointly to her and her... (4 pages)View decision
