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 365360 results
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Decision Reference DRN-4614520
15 Feb 2024 Key Retirement Solutions Limited UpheldMortgagesDRN-4614520 The complaint Mr and Mrs T, with the assistance of their representative, complain that Key Retirement Solutions Limited trading as Key, mis-sold them a lifetime mortgage and they’ve paid more in interest on their borrowing as a result of this. What happened Our investigator set... (3 pages)View decision -
Decision Reference DRN-4444214
15 Feb 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4444214 The complaint Ms E and Mr J have complained about AXA Insurance UK Plc. They are not happy about the way it dealt with a claim under their home insurance policy and eventually declined the claim. For ease of reading any reference to AXA includes its agents. What happened Ms E a... (3 pages)View decision -
Decision Reference DRN-4623252
15 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4623252 The complaint Mrs B complains about the service and vehicle value given to her by Admiral Insurance (Gibraltar) Limited (“Admiral”) during a claim under her motor insurance policy. What happened Mrs B had a motor insurance policy with Admiral covering her vehicle, which was a r... (4 pages)View decision -
Decision Reference DRN-4592055
15 Feb 2024 esure Insurance Limited Not upheldInsuranceDRN-4592055 The complaint Mrs G complains that Esure Insurance Limited (Esure) declined her claim under her home insurance policy. What happened Mrs G contacted Esure to make a claim as she said that a steel mug had fallen and cracked a floor tile. An engineer was instructed to assess the ... (3 pages)View decision -
Decision Reference DRN-4623871
15 Feb 2024 PDL Finance Limited UpheldConsumer CreditDRN-4623871 The complaint Miss L complains PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave her loans without carrying out affordability checks. What happened A summary of Miss L’s borrowing can be found below. loan number loan amount agreement date repayment date number monthly... (4 pages)View decision -
Decision Reference DRN-4437940
15 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4437940 The complaint Mr A complains that Lloyds Bank plc (Lloyds) wouldn’t allow him to increase his credit limit and blocked his credit card causing him financial difficulties. He would like significantly more compensation than the £25 offered What happened The details of this com... (2 pages)View decision -
Decision Reference DRN-4615630
15 Feb 2024 Premier Insurance Company Limited Not upheldInsuranceDRN-4615630 The complaint Mr L complains that Premier Insurance Company Limited (“Premier”) declined a claim under his car insurance policy. The incident involved a named driver under his insurance policy, but for ease I’ll refer to him throughout. What happened Mr L had a motor insurance ... (3 pages)View decision -
Decision Reference DRN-4615293
15 Feb 2024 TF Global Markets (UK) Limited UpheldInvestmentsDRN-4615293 The complaint Mr S complains that TF Global Markets (UK) Limited (trading as “ThinkMarkets”) incorrectly categorised him as an elective professional client (EPC) in respect of his Contracts for Difference (CFD) trading account. What happened Mr S opened an account with ThinkMar... (6 pages)View decision -
Decision Reference DRN-4432740
15 Feb 2024 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-4432740 The complaint Mr M says Brent Shrine Credit Union Limited, trading as My Community Bank, irresponsibly lent to him. What happened Mr M took out a 30-month loan for £2,800 on 30 January 2023. The monthly repayments were £132.41. Mr M says the checks Brent Shrine CU carried out d... (3 pages)View decision -
Decision Reference DRN-4603439
15 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4603439 The complaint Mr and Mrs H have complained that Admiral Insurance (Gibraltar) Limited hasn’t fully settled a claim for stolen items they made on a travel insurance policy. As it is Mrs H making the complaint, on behalf of herself and Mr H, I will mostly just be referring to Mrs... (2 pages)View decision
