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 360264 results
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Decision Reference DRN-5173641
27 Nov 2024 ReAssure Limited UpheldMortgagesDRN-5173641 The complaint The executor of Mr F’s estate has complained about the administration of a home reversion plan (HRP) by ReAssure Limited in 2023. The complaint relates to the following matters: Items were stolen from the property by contractors ReAssure sent to the property ... (8 pages)View decision -
Decision Reference DRN-5123384
27 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5123384 The complaint Mr and Mrs W have complained that Lloyds Bank Plc (“Lloyds”) mis-sold them fee-paying Platinum and Premier packaged bank accounts in March 2011 and December 2011 respectively. Mr and Mrs W say the accounts were mis-sold, because they went to rely on the breakdo... (3 pages)View decision -
Decision Reference DRN-5163483
27 Nov 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5163483 The complaint Mr R is unhappy that Domestic & General Insurance Plc (D&G) declined his claim for a damaged mobile phone under his extended warranty insurance. What happened Mr R took out the extended warranty in January 2024. D&G is the underwriter on the policy.... (2 pages)View decision -
Decision Reference DRN-5033271
27 Nov 2024 Paragon Bank Plc UpheldConsumer CreditDRN-5033271 The complaint Mr C complains about a car acquired through a Hire Purchase agreement with Paragon Bank Plc (‘Paragon’). Mr C complains he has had problems with the car and says the ultimate engine failure of the car stemmed from a problem that existed at the point of supply. ... (5 pages)View decision -
Decision Reference DRN-4897387
27 Nov 2024 Aspen Insurance UK Limited UpheldInsuranceDRN-4897387 The complaint Mr C is complaining about the way Aspen Insurance UK Limited has handled a claim he made on his commercial property insurance policy. Aspen has used a loss adjustor to handle the claim on its behalf. But, for ease of reference, I shall refer to anything the los... (3 pages)View decision -
Decision Reference DRN-5167084
27 Nov 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-5167084 The complaint Mr C complains that Domestic & General Insurance Plc (“D&G”) failed to settle a claim under his appliance insurance policy. Where I refer to D&G, this includes the actions of its agents and claims handlers for which it takes responsibility. What h... (3 pages)View decision -
Decision Reference DRN-5102989
27 Nov 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5102989 The complaint Mr G complains that The Prudential Assurance Company Limited (“Prudential”) has failed to treat him fairly when assessing the benefits due to him under a Personal Retirement Plan that he holds. What happened Mr G holds pension savings with Prudential that are i... (4 pages)View decision -
Decision Reference DRN-4865481
27 Nov 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4865481 The complaint Miss L complains that Starling Bank Limited won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP scam). What happened The background to this complaint is well known to both parties so I won’t repeat it in detail here. But... (4 pages)View decision -
Decision Reference DRN-4786344
27 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4786344 The complaint Mr A complains that Revolut Ltd won’t refund money he lost when he fell victim to a safe account scam. Mr A is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties and has als... (3 pages)View decision -
Decision Reference DRN-5172907
27 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5172907 The complaint Miss T is complaining about the length of time it took U K Insurance Limited (UKI) to handle a claim she made on her car insurance policy. Miss T has been represented by her father in this complaint. But, for ease of reference, I shall refer to anything he’s sa... (3 pages)View decision
