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 363925 results
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Decision Reference DRN-5379163
14 Mar 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5379163 The complaint Mr and Mrs C have complained that Great Lakes Insurance UK Limited hasn’t fully settled a claim they made on a travel insurance policy. As it is Mrs C leading on the complaint, I will mostly just be referring to her in this decision. What happened Mr and Mrs ... (3 pages)View decision -
Decision Reference DRN-5283948
14 Mar 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5283948 The complaint Mr B has complained that Link Financial Outsourcing Limited, trading as Asset Link Capital (No.9), is asking him to repay a loan he didn’t take out or benefit from. What happened In 2024 Mr B started receiving correspondence from Link Financial about a fixed-su... (3 pages)View decision -
Decision Reference DRN-5321975
14 Mar 2025 Lloyds Bank Insurance Services Limited Not upheldInsuranceDRN-5321975 The complaint Mr R complains he was unable to access his policy documents online for a home insurance policy administered by Lloyds Bank Insurance Services Limited. What happened Mr R has raised several complaints about his home insurance policy documents not being email... (2 pages)View decision -
Decision Reference DRN-5369769
14 Mar 2025 Scottish Friendly Assurance Society Limited UpheldInsuranceDRN-5369769 The complaint Mrs W complains, through her representative, about how Scottish Friendly Assurance Society Limited (SF) have administered a reviewable whole of life policy she holds with them. She’s unhappy that they missed reviews which caused the policy to lapse and doesn’t ... (20 pages)View decision -
Decision Reference DRN-5157798
14 Mar 2025 Sky UK Limited Not upheldConsumer CreditDRN-5157798 The complaint Mr P has complained Sky UK Limited placed late payment markers on his credit record whilst he doesn’t believe these were late payments. What happened Mr P is upset that late payment markers have been added to his credit record. These relate to payments that wer... (2 pages)View decision -
Decision Reference DRN-5134254
14 Mar 2025 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5134254 The complaint Mr F says Royal London Mutual Insurance Society Limited gave him incorrect information about his tax liability when he was exploring cashing in a ‘small pot’ personal pension. What happened There’s broad agreement between the parties about what happened in thi... (6 pages)View decision -
Decision Reference DRN-5184630
14 Mar 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5184630 The complaint Mr O has complained Clydesdale Financial Services Limited, trading as Barclays Partner Finance, is continuing to hold him liable for repayment under a consumer credit agreement despite him never receiving the item. What happened Mr O ordered an iPhone in 2023. ... (2 pages)View decision -
Decision Reference DRN-5358550
14 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5358550 The complaint A charity, which I will refer to as T, complains about the handling and settlement of its commercial insurance claim by Royal & Sun Alliance Insurance Limited (RSA). What happened Both parties are aware of the circumstances of this complaint. So, the follow... (4 pages)View decision -
Decision Reference DRN-5396649
14 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5396649 The complaint Mr M complained because Kroo Bank Ltd refused to refund him for transactions which he said he hadn’t authorised. Mr M also complained because Kroo later closed his account. That complaint is being dealt with separately, and this decision is only about the disp... (4 pages)View decision -
Decision Reference DRN-5353186
14 Mar 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5353186 The complaint Mr A has complained that Tesco failed to transfer one year’s No Claims Discount (NCD) when he bought a car insurance policy with it. What happened Mr A bought a car insurance policy with Tesco in November 2023. As the renewal date approached, Mr A shopped aroun... (2 pages)View decision
