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 366874 results
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Decision Reference DRN-4441650
30 Apr 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4441650 The complaint A partnership, which I will refer to as E, complains about Lloyds Bank Plc. Its partners say: Lloyds failed to rename one of E’s accounts to include the word “client” (and allow E to comply with its regulator’s requirements). Lloyds refused to allow E to place m... (6 pages)View decision -
Decision Reference DRN-4701022
30 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4701022 The complaint Mr and Mrs G have complained that National Westminster Bank Plc (“NatWest”) have failed to refund the money Mr G lost as part of an investment scam. Mr G has been the main driver of this complaint and seems to be the person that interacted with the scammer, so I w... (3 pages)View decision -
Decision Reference DRN-4772299
30 Apr 2024 Think Money Limited UpheldBanking and PaymentsDRN-4772299 The complaint Mr W is unhappy with several aspects of the service that he’s received from Think Money Limited. What happened To briefly summarise: Mr W called Think Money on 7 November 2023, because he was unhappy that he was experiencing problems with his Think Money card. Thi... (3 pages)View decision -
Decision Reference DRN-4378726
30 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4378726 The complaint Mr and Mrs F complain about the decision by Aviva Insurance Limited to decline their accidental damage claim for a shattered window under their home insurance policy. What happened The background to this complaint is well known to Mr and Mrs F and Aviva. In my dec... (3 pages)View decision -
Decision Reference DRN-4607356
30 Apr 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4607356 The complaint Mrs A complains that she is disappointed with the value of her pension scheme that she has held with The Prudential Assurance Company Limited since 1990. What happened Mrs A’s Prudential pension scheme started in January 1990. Prudential explain that the terms o... (2 pages)View decision -
Decision Reference DRN-4768845
30 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4768845 The complaint Miss L complains that Aviva Insurance Limited declined her claim against a private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Miss L was a beneficiary... (4 pages)View decision -
Decision Reference DRN-4753287
30 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4753287 The complaint Mr R and Mrs R complain about HSBC UK Bank Plc reducing their overdraft. What happened The parties are familiar with the background details to this complaint – so I will simply summarise things here. Mr and Mrs R say that for many years they had a £5,000 overdraft... (2 pages)View decision -
Decision Reference DRN-4758082
30 Apr 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4758082 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance was of an unsatisfactory quality. What happened On 25 January 2023, Mr S was supplied with a used car through a hire purchase agree... (4 pages)View decision -
Decision Reference DRN-4683049
30 Apr 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4683049 The complaint Ms B complains that Chaucer Insurance Company Designated Activity Company rejected a subsidence claim on her buildings insurance policy. What happened In 2016 Ms B noticed some cracking in the walls of her house. She reported this to her then insurer. It was looke... (3 pages)View decision -
Decision Reference DRN-4764606
30 Apr 2024 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-4764606 The complaint Mr L complains about how Fortegra Europe Insurance Company Limited (Fortegra) dealt with a claim he made for damage to his vehicle. Fortegra are the underwriters of this policy, i.e. the insurer. Part of this complaint concerns the action... (4 pages)View decision
