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 355536 results
-
Decision Reference DRN-4955032
2 Sep 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4955032 The complaint Mr K complains that Lloyds bank PLC has overcharged interest on his mortgages. What happened In 2008, Mr K took out six secured credit facilities with Lloyds. They were foreign currency mortgages and were payable in US Dollars. The interest on each mortgage was... (3 pages)View decision -
Decision Reference DRN-4970524
2 Sep 2024 Zurich Insurance Company Ltd Not upheldInsuranceDRN-4970524 The complaint Miss C and Mr K have complained that Zurich Insurance Company Ltd declined a claim they made on their annual travel insurance policy. What happened Miss C and Mr K were within five days of a two-month trip abroad when Mr K’s cousin passed away suddenly. They t... (2 pages)View decision -
Decision Reference DRN-4912707
2 Sep 2024 Assurant General Insurance Limited Not upheldInsuranceDRN-4912707 The complaint Mr B complains that when he made a claim on his mobile phone insurance, Assurant General Insurance Limited required him to pay an excess of £60 instead of £30. What happened Mr B made a claim on his policy when his phone had a mechanical fault. Assurant accepte... (2 pages)View decision -
Decision Reference DRN-4869040
2 Sep 2024 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-4869040 The complaint Mr A complains that Blue Motor Finance Ltd (“BMF”) overcharged him when he settled his agreement early. What happened Mr A acquired a second hand car under a 47 month hire purchase agreement with BMF in July 2023. The cash price of the car was £12,446 and Mr A ... (3 pages)View decision -
Decision Reference DRN-4766275
2 Sep 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4766275 The complaint Mrs M and Mr S complain about the way Accredited Insurance (Europe) Ltd handled a claim they made under their home insurance policy. Mrs M and Mr S are joint policy holders but, for ease, I’ll refer solely to Mrs M in this decision as she was the main correspon... (3 pages)View decision -
Decision Reference DRN-4994823
2 Sep 2024 Preferred Mortgages Limited Not upheldMortgagesDRN-4994823 The complaint Mr and Mrs C complain about a mortgage they had with Preferred Mortgages Limited. They say that Preferred didn’t properly check that they could afford the mortgage or that it was suitable for them, and that this led to an unfair relationship arising between the... (2 pages)View decision -
Decision Reference DRN-4846006
2 Sep 2024 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-4846006 The complaint Mrs C is represented. Her complaint was submitted to us alongside her husband’s because the service they complain about was, in the main, delivered to them jointly. However, their respective complaints are being addressed separately. This decision is only about... (8 pages)View decision -
Decision Reference DRN-4943920
2 Sep 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4943920 The complaint Mr S has complained that Zurich Insurance PLC has only partially settled a claim he made on an annual travel insurance policy. What happened Mr S made a claim on the policy for £420 that he had lost whilst abroad in October 2023. Zurich agreed the claim but pa... (2 pages)View decision -
Decision Reference DRN-4969550
2 Sep 2024 Post Office Management Services Limited Not upheldInsuranceDRN-4969550 The complaint Mr B has complained that Post Office Management Services Limited (‘Post Office’) failed to amend his travel trip dates. What happened Mr B has a representative. All references to Mr B include any submissions made on his behalf. On 5 February 2024, Mr B bought a... (3 pages)View decision -
Decision Reference DRN-4941454
2 Sep 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4941454 The complaint A company, which I’ll refer to as T, complains that Lloyds Bank PLC is unfairly reporting adverse information to credit reference agencies about its borrowing. What happened T had lending from Lloyds, including a variable rate loan and a Bounce Back Loan (BBL).... (3 pages)View decision
