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 380824 results
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Decision Reference DRN-4934852
26 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4934852 The complaint Mr and Mrs O complain about Admiral Insurance (Gibraltar) Limited’s (Admiral) decision to decline their claim for storm damage under Mrs O’s home buildings insurance policy. I’ll refer to Mr O for ease in my decision. What happened Mr O noticed some damp staini... (4 pages)View decision -
Decision Reference DRN-5064423
26 Nov 2024 Charter Court Financial Services Limited Not upheldMortgagesDRN-5064423 The complaint Z believes that Charter Court Financial Services Limited trading as Precise Mortgages (PM) has caused it a financial loss by mispresenting the value of the Buy-to-let (BTL) property for which it was seeking a mortgage. What happened Z approached PM in 2018 for ... (3 pages)View decision -
Decision Reference DRN-5170528
26 Nov 2024 Equifinance Limited UpheldMortgagesDRN-5170528 The complaint Mr H says that a secured (second charge) loan he took out in 2017 with Equifinance Limited was unaffordable and irresponsibly lent. What happened Mr H applied for this loan in November 2017 through an independent mortgage broker. The offer issued on 1 December ... (11 pages)View decision -
Decision Reference DRN-5150659
26 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5150659 The complaint Mr H who is a director of A, a limited company, complains that National Westminster Bank Plc declined a loan application after it had been agreed in principle. What happened In February 2024 Mr H started enquiring about a loan to buy a franchise business. He pr... (2 pages)View decision -
Decision Reference DRN-5090950
26 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5090950 The complaint Ms L is being represented by a claims manager. She’s complaining about Lloyds Bank PLC because it won’t refund money she lost as the result of fraud. What happened Earlier this year, Ms L fell victim to two cruel scams. Firstly, someone she met online and thoug... (5 pages)View decision -
Decision Reference DRN-5138339
26 Nov 2024 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5138339 The complaint Miss J complains that Marks & Spencer Financial Services Plc trading as M&S Bank was irresponsible in its lending to her. She wants an adjustment to her loan terms to ensure affordability and compensation for financial losses incurred due to the lending... (3 pages)View decision -
Decision Reference DRN-4955321
26 Nov 2024 American International Group UK Limited Not upheldInsuranceDRN-4955321 The complaint Mr and Mrs S have complained that AMERICAN INTERNATIONAL GROUP UK LIMITED (AIG) quoted a large additional premium amount on a joint annual travel insurance policy after Mr S informed it that he had a cough. As it is Mr S leading on the complaint, I will mostly... (3 pages)View decision -
Decision Reference DRN-5006613
26 Nov 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5006613 The complaint Mr F is unhappy that Legal and General Assurance Society Limited have declined a claim he made on his life and critical illness policy. What happened Mr F had two life insurance policies with Legal and General, one of which also provided cover for critical illn... (5 pages)View decision -
Decision Reference DRN-5049597
26 Nov 2024 Aviva Insurance Limited UpheldInsuranceDRN-5049597 The complaint Mr D complains that Aviva Insurance Limited (Aviva) unfairly cancelled his motor insurance policy without consideration of his financial circumstances. What happened Mr D says Aviva increased his insurance premium mid-policy because he’d given inaccurate inform... (4 pages)View decision -
Decision Reference DRN-4997807
26 Nov 2024 Belmont Thornton Limited UpheldClaims ManagementDRN-4997807 The complaint Miss W complains about Belmont Thornton Limited (“BTL”) and their failure to respond to her requests for a statement of account and confirmation that her address had been changed on their system. What happened The claim and complaint circumstances are well know... (2 pages)View decision
