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-4845444
3 Jul 2024 Countrywide Assured Plc Not upheldInsuranceDRN-4845444 The complaint The estate of Mr P has complained that Countrywide Assured Plc has not made any payment on a life insurance policy. What happened Mr P took out a life insurance policy in 1973. The policy was originally taken out with a different insurer for whom Countrywide has n... (2 pages)View decision -
Decision Reference DRN-4886728
3 Jul 2024 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-4886728 The complaint P, a limited company, complains that Tide Platform Ltd won’t refund payments it says weren’t authorised. P is represented by Ms S, the director. What happened P holds an account with Tide. In March 2023 seven payments left P’s account in a few minutes, all to merc... (4 pages)View decision -
Decision Reference DRN-4837097
3 Jul 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4837097 The complaint Mrs D and Mr D have complained that Lloyds Bank General Insurance Limited declined a claim under their home insurance policy and about the service they received. What happened Mrs D made a claim to Lloyds after she couldn’t find her engagement ring. She said she’d... (2 pages)View decision -
Decision Reference DRN-4888025
3 Jul 2024 Abacus Money Management Ltd UpheldInvestmentsDRN-4888025 The complaint Mrs B complains about Abacus Money Management Ltd’s (“Abacus”) handling of a transfer of her investments and the sale of a unit trust. What happened Mrs B is represented by her husband, Mr B, in bringing this complaint. Mr B raised a separate complaint about his i... (4 pages)View decision -
Decision Reference DRN-4782356
3 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4782356 The complaint Miss B and Mr N are unhappy that Aviva Insurance Limited proportionately reduced the settlement for a claim they made after their home was burgled. What happened Miss B and Mr N held a home insurance policy with Aviva which was incepted in July 2022. In April 2023... (4 pages)View decision -
Decision Reference DRN-4485269
3 Jul 2024 Billing Finance Limited Not upheldConsumer CreditDRN-4485269 The complaint Mr P complains about the quality of a car supplied on finance by Billing Finance Limited (‘BF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. BF supplie... (3 pages)View decision -
Decision Reference DRN-4857707
3 Jul 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4857707 The complaint Mr E says MBNA Limited irresponsible lent to him. What happened Mr E took out a credit card from MBNA in October 2019. It gave him a £3,800 credit limit that it reduced to £3,400 in November 2022. Mr E says when he applied online for the credit card his mental cap... (3 pages)View decision -
Decision Reference DRN-4887961
3 Jul 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4887961 The complaint Mrs P and Mr S complain that Haven Insurance Company Limited unfairly declined their motor insurance claim and cancelled their policy. What happened In April 2023, Mr S took out a motor insurance policy with Haven with Mrs P as a named driver. The policy was taken... (3 pages)View decision -
Decision Reference DRN-4830468
3 Jul 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4830468 The complaint H, a limited company, complains Royal & Sun Alliance Insurance Limited turned down a claim it made on its business protection insurance policy. What happened H operates a hydro power plant. In January 2020 it took out insurance with RSA which included cover fo... (4 pages)View decision -
Decision Reference DRN-4887722
3 Jul 2024 Society of Lloyd's Not upheldInsuranceDRN-4887722 The complaint Mr D and Mrs T complain that Society of Lloyd’s (SoL) declined a subsidence claim made under their unoccupied property insurance policy. Where I’ve referred to SoL, this includes the underwriting syndicate which actually provides the cover under Mr D and Mrs T’s p... (6 pages)View decision
