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 375868 results
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Decision Reference DRN4830857
14 Jan 2016 esure Insurance Limited Not upheldInsurance (excluding PPI)Mr M is unhappy that esure Insurance Limited is refusing to deal with a claim for a damaged television made under his contents insurance policy.backgroundI wrote a provisional decision on this complaint in November 2015. I’ve attached a copy which forms part of this ... (3 pages)View decision -
Decision Reference DRN8353762
14 Jan 2016 Lloyds Bank PLC Not upheldBanking and creditMr T complains that Lloyds Bank plc won’t investigate or refund some transactions on his account that he says he didn’t make.backgroundA number of transactions were debited from Mr T’s account in May 2015. A few days later he told Lloyds that he didn’t make them bu... (2 pages)View decision -
Decision Reference DRN9586638
14 Jan 2016 National Westminster Bank Plc UpheldBanking and creditThe executors of the estate of Mrs M complain that they are unhappy with the service they received from National Westminster Bank Plc, which included freezing the account without notification and failure to rectify the problems.background In August 2012 an executors acc... (2 pages)View decision -
Decision Reference DRN2013131
14 Jan 2016 The Royal London Mutual Insurance Society Limited Not upheldInsurance (excluding PPI)Mr R’s unhappy with The Royal London Mutual Insurance Society Limited’s (trading as “Bright Grey”) handling of his income protection insurance policy and his claim made under it.background Mr R made a claim in February 2014 after stopping work. Bright Grey investigat... (2 pages)View decision -
Decision Reference DRN9340429
14 Jan 2016 Shop Direct Finance Company Limited Not upheldBanking and creditMs B complains that Shop Direct Finance Company Limited (SDFCL) is holding her liable for goods she didn’t order.backgroundMs B says that she didn’t open a credit account or order goods from SDFCL in May 2015 and thinks this was done by a third party. When the di... (2 pages)View decision -
Decision Reference DRN4911158
14 Jan 2016 Great Lakes Reinsurance (UK) SE Not upheldInsurance (excluding PPI)Mr and Mrs P complain that Great Lakes Reinsurance (UK) SE (“GLR”) has rejected their claim for lost baggage under their travel insurance policy.backgroundWhen Mr and Mrs P and their son returned from holiday abroad one of their bags was lost or stolen. They think th... (2 pages)View decision -
Decision Reference DRN7684904
14 Jan 2016 Solid F Not upheldInsurance (excluding PPI)Mr P complains about Solid Försäkringar AB’s decision to refuse a claim for a cancelled holiday under a travel insurance policy.backgroundIn November 2014 Mr P and his partner, Miss J booked a holiday for June 2015. He didn’t take out travel insurance at the time but... (2 pages)View decision -
Decision Reference DRN0848370
14 Jan 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Mrs J complains about UK Insurance Limited’s (UKI) decision not to pay her travel insurance claim after she cancelled her holiday.backgroundMrs J had a travel insurance policy through her bank account. In November 2014 she and her husband booked a skiing holiday for the ... (2 pages)View decision -
Decision Reference DRN6124272
14 Jan 2016 Intrinsic Wealth Limited Not upheldInvestment and pensionsMrs J asked Intrinsic Wealth Limited for the surrender value of her policy and was told thatshe would receive in the region of £59,515. However, when the investment was surrenderedshe only received £50,000. She would like the difference between the amount quoted an... (3 pages)View decision -
Decision Reference DRN3370364
14 Jan 2016 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr and Mrs T complain that they were mis-sold a payment protection insurance (“PPI”) policy when they took out a mortgage with The Royal Bank of Scotland Plc (“RBS”).backgroundMr and Mrs T took out a mortgage with RBS in 2003. At the same time they were sold a PP... (2 pages)View decision
