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 367926 results
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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 -
Decision Reference DRN-5237381
14 Mar 2025 Kennett Insurance Brokers Limited Not upheldInsuranceDRN-5237381 The complaint A limited company, which I will refer to as Y, complains about the arrangement of its commercial insurance policy by Kennett Insurance Brokers Limited. What happened Both parties are aware of the circumstances leading to this complaint, so the following is inte... (4 pages)View decision
