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 370904 results
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Decision Reference DRN-4766275
2 Sep 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4766275 The complaint Mrs M and Mr S complain about the way Accredited Insurance (Europe) Ltd handled a claim they made under their home insurance policy. Mrs M and Mr S are joint policy holders but, for ease, I’ll refer solely to Mrs M in this decision as she was the main correspon... (3 pages)View decision -
Decision Reference DRN-4994823
2 Sep 2024 Preferred Mortgages Limited Not upheldMortgagesDRN-4994823 The complaint Mr and Mrs C complain about a mortgage they had with Preferred Mortgages Limited. They say that Preferred didn’t properly check that they could afford the mortgage or that it was suitable for them, and that this led to an unfair relationship arising between the... (2 pages)View decision -
Decision Reference DRN-4846006
2 Sep 2024 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-4846006 The complaint Mrs C is represented. Her complaint was submitted to us alongside her husband’s because the service they complain about was, in the main, delivered to them jointly. However, their respective complaints are being addressed separately. This decision is only about... (8 pages)View decision -
Decision Reference DRN-4943920
2 Sep 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4943920 The complaint Mr S has complained that Zurich Insurance PLC has only partially settled a claim he made on an annual travel insurance policy. What happened Mr S made a claim on the policy for £420 that he had lost whilst abroad in October 2023. Zurich agreed the claim but pa... (2 pages)View decision -
Decision Reference DRN-4969550
2 Sep 2024 Post Office Management Services Limited Not upheldInsuranceDRN-4969550 The complaint Mr B has complained that Post Office Management Services Limited (‘Post Office’) failed to amend his travel trip dates. What happened Mr B has a representative. All references to Mr B include any submissions made on his behalf. On 5 February 2024, Mr B bought a... (3 pages)View decision -
Decision Reference DRN-4941454
2 Sep 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4941454 The complaint A company, which I’ll refer to as T, complains that Lloyds Bank PLC is unfairly reporting adverse information to credit reference agencies about its borrowing. What happened T had lending from Lloyds, including a variable rate loan and a Bounce Back Loan (BBL).... (3 pages)View decision -
Decision Reference DRN-4585198
2 Sep 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4585198 The complaint Mrs B complains about the interest charged on a conditional sale agreement she took out with Close Brothers Limited, trading as Close Brothers Motor Finance, to buy a motorhome. She is represented by Mr B. What happened On 17 March 2019, Mrs B took out a condit... (3 pages)View decision -
Decision Reference DRN-4997488
2 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-4997488 The complaint Miss B and Mr H have complained that Aviva Insurance Limited unfairly declined a claim under their home insurance policy for storm damage. What happened In December 2023 Miss B and Mr H made a claim to Aviva for storm damage to their roof. They said the storm ... (3 pages)View decision -
Decision Reference DRN-4996782
2 Sep 2024 OakNorth Bank plc Not upheldBanking and PaymentsDRN-4996782 The complaint Mr S complains that OakNorth Bank PLC made errors in carrying out the transfer of his ISA and of the service provided by it when trying to remedy them. What happened On 6 October 2023 Mr S requested a transfer of his ISA from his former provider (S) to OakNorth... (4 pages)View decision -
Decision Reference DRN-4921049
2 Sep 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4921049 The complaint Mr E complains that British Gas Insurance Limited failed to repair a leak correctly under his HomeCare Insurance policy, which has caused further damage. What happened The detailed background to this complaint is well known to both parties, so I’ll only summar... (3 pages)View decision
