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 369227 results
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Decision Reference DRN-4728747
1 May 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4728747 The complaint Mr D complains about PayPal (Europe) Sarl et Cie SCA currency conversion process. What happened Mr D says he has currency conversion problems making a payment online. In summary he says it appears he is paying in one currency but is then charged in Sterling which ... (2 pages)View decision -
Decision Reference DRN-4737892
1 May 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4737892 The complaint Miss A has complained about an error Royal & Sun Alliance Insurance Limited (RSA) made in how it recorded a claim she made for repairs under her car insurance policy. Miss A has complained about the impact it had on her ability to claim for uninsured losses. W... (3 pages)View decision -
Decision Reference DRN-4775912
1 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4775912 The complaint Mr W has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (formerly Carey Pensions UK LLP) (“Options”). Mr W transferred his existing personal pensions to the SIPP to invest in a property-based investment scheme in Cape Verde. Mr W’s c... (26 pages)View decision -
Decision Reference DRN-4636191
1 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4636191 The complaint Mr K complains that Lloyds Bank PLC did not reimburse the funds he lost as part of a scam. What happened Mr K was contacted by a company who said they could help him recover the funds he had lost in an investment. He was told he needed to pay various fees and insu... (3 pages)View decision -
Decision Reference DRN-4776064
1 May 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4776064 The complaint Mr D has complained about how Aviva Insurance Limited (Aviva) dealt with a claim under a home insurance policy. What happened Mr D contacted Aviva to make a claim when a fire at a neighbouring property spread to his home causing damage. Early in the claim, Mr D co... (3 pages)View decision -
Decision Reference DRN-4725770
1 May 2024 HCC International Insurance Company Plc UpheldInsuranceDRN-4725770 The complaint Mr W has complained about HCC International Insurance Company Plc (HCC)’s decision to decline – and then make a ‘without prejudice’ offer for – an escape of water (EOW) claim he made for damage under his caravan insurance policy. Mr W made a separate claim for sto... (3 pages)View decision -
Decision Reference DRN-4623667
1 May 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4623667 The complaint Miss B and Mr R complain that Lloyds Bank General Insurance Limited has unfairly refused to cover undamaged items under the matching sets section of their home insurance policy. What happened Miss B and Mr R made a claim under their home insurance policy for accid... (2 pages)View decision -
Decision Reference DRN-4725325
1 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4725325 The complaint Mr P and Mrs P complain that Barclays Bank UK PLC (“Barclays”) reduced and withdrew the overdraft limits on their accounts and communicated this in a way which was distressing and confusing. The complaint is brought by both Mr P and Mrs P. But, for ease of reading... (4 pages)View decision -
Decision Reference DRN-4634368
1 May 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4634368 The complaint Miss P complains about the service she received from Lloyds Bank PLC (Lloyds) after she met with it to discuss her mortgage arrangements. She says she hasn’t received an explanation of what was wrong with her original mortgage application requiring it to be “stopp... (5 pages)View decision -
Decision Reference DRN-4775986
1 May 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4775986 The complaint Mr and Mrs P are unhappy with Royal & Sun Alliance Insurance Limited’s (RSA) handling of a claim for subsidence damage at their home. What happened Mr and Mrs P purchased a property in December 2021. A subsidence claim had already been made to RSA by the previ... (4 pages)View decision
