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-4658196
11 Apr 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4658196 The complaint Ms C complains about Lloyds Bank General Insurance Limited (Lloyds) handling and settlement figure offered, for her claim under her home insurance policy. Any reference to Lloyds includes its agents. What happened I don’t propose to outline the full details of the... (3 pages)View decision -
Decision Reference DRN-4566780
11 Apr 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4566780 The complaint Miss C complains Nationwide Building Society gave her poor customer service and they gave her misleading information which led her to being charged interest on her credit card. What happened Miss C says she switched her current account to Nationwide, and as part o... (2 pages)View decision -
Decision Reference DRN-4733142
11 Apr 2024 ReAssure Life Limited Not upheldInsuranceDRN-4733142 The complaint Mr D and Mrs C complain on behalf of the estate of Mrs R about the service provided by ReAssure Life Limited, referred to as “ReAssure” or “the business”. In short, they say that given Mrs R’s age and vulnerability ReAssure didn’t act in her best interests by allo... (4 pages)View decision -
Decision Reference DRN-4734426
11 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4734426 The complaint Mr T complains that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions UK LLP) failed to conduct adequate due diligence on both his adviser and selected investment when it accepted his application to open a self-invested personal pension (‘SIPP’... (20 pages)View decision -
Decision Reference DRN-4699338
11 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4699338 The complaint Mr W complains that Bank of Scotland plc (trading as Halifax) won’t refund all of the money he lost when he was the victim of a scam. What happened Mr W was looking to buy a motorhome. He found one that met his needs on a well-known online marketplace which specif... (3 pages)View decision -
Decision Reference DRN-4716826
11 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4716826 The complaint Miss H complains about esure Insurance Limited (“EIL”) and their delay in paying her outstanding car finance, as part of the motor insurance claim she made. Miss H also complains about the service EIL provided her during this claim, setting out the impact this has... (5 pages)View decision -
Decision Reference DRN-4734504
11 Apr 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4734504 The complaint Mrs S complains that Tandem Personal Loans Ltd trading as Tandem (‘Tandem’) irresponsibly gave her two loans that she couldn’t afford. What happened On 22 June 2021, Mrs S applied for a loan with Tandem. Before interest, the loan amount was £5,000, the term was 48... (3 pages)View decision -
Decision Reference DRN-4311934
11 Apr 2024 Activtrades Plc Not upheldInvestmentsDRN-4311934 The complaint Mr A complains that Activtrades Plc unfairly persuaded him to make an application to be treated as an elective professional client (“EPC”) for contracts for difference (“CFD”) trading, then incorrectly assessed him as meeting the required criteria. As a result, he... (4 pages)View decision -
Decision Reference DRN-4707550
11 Apr 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4707550 The complaint Mr S complains Admiral Insurance (Gibraltar) Limited settled his motor insurance claim unfairly. What happened In July 2023 Mr S’ vehicle was damaged in a collision. He claimed under his Admiral motor insurance policy. Admiral deemed the vehicle a write off (or to... (5 pages)View decision -
Decision Reference DRN-4673362
11 Apr 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4673362 The complaint Mr B has complained about his parts and garage cover provider Acromas Insurance Company Limited because it declined his claim for a failed fuel pump. Acromas has used an agent to handle the claim and complaint on its behalf. Acromas is responsible for the actions ... (3 pages)View decision
