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-4670932
15 Apr 2024 U K Insurance Limited UpheldInsuranceDRN-4670932 The complaint Ms C complains about how UK Insurance Limited (“UKI”) has handled her home insurance claim. UKI is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As UKI has accepted it is accountable for the actions of ... (4 pages)View decision -
Decision Reference DRN-4704564
15 Apr 2024 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4704564 The complaint Mrs B complains that Quilter Financial Services Ltd (Quilter) gave her unsuitable advice to transfer her pension to it. What happened In 2021, Mrs B said she wanted financial advice as she’d reached her retirement age in her Stakeholder Pension. This was held with... (8 pages)View decision -
Decision Reference DRN-4717286
15 Apr 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4717286 The complaint I, a limited company, complains that Haven Insurance Company Limited declined its claim on its commercial motor insurance policy following the theft of its van. It wants Haven to pay the claim. I is represented in this matter by its solicitors. What happened Whil... (3 pages)View decision -
Decision Reference DRN-4742924
15 Apr 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4742924 The complaint Miss S is unhappy that Metro Bank PLC sent her a notice by text that she had insufficient funds for a payment to be taken when that wasn’t the case. What happened Miss S had a safe deposit box with Metro and was making monthly payments to it from her Metro current... (3 pages)View decision -
Decision Reference DRN-4557930
15 Apr 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4557930 The complaint Mr and Mrs B complain that a timeshare product was misrepresented to them. The purchase was partly financed with credit provided by Vacation Finance Limited (“VFL”). Because of that, Mr and Mrs B say they have a claim against VFL in the same way they have a claim... (6 pages)View decision -
Decision Reference DRN-4607035
15 Apr 2024 Barclays Bank Plc UpheldMortgagesDRN-4607035 The complaint Mr and Mrs P complain that Barclays Bank UK PLC unfairly removed a secured borrowing facility after it required them to repay their mortgage. They ask Barclays to reinstate the mortgage and borrowing facility, provide an apology from a main board director and pay ... (3 pages)View decision -
Decision Reference DRN-4706718
15 Apr 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4706718 The complaint Mrs C complains that Loans 2 Go Limited (“Loans 2 Go”) shouldn’t have lent to her because it ought reasonably to have realised that she might struggle to make her repayments. Mrs C has brought her complaint through a representative, so references to her submission... (2 pages)View decision -
Decision Reference DRN-4641509
15 Apr 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4641509 The complaint Mr H complains Ageas Insurance Limited has unfairly declined his buildings insurance claim. All references to Ageas also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. In... (2 pages)View decision -
Decision Reference DRN-4685429
15 Apr 2024 Barclays Bank UK PLC UpheldConsumer CreditDRN-4685429 The complaint Mr S has complained that Barclays Bank UK Plc misled him when he took out a loan with it. Mr S is also unhappy that when he made an overpayment Barclays provided him with conflicting information about the remaining balance to be paid. What happened Mr S took out a... (4 pages)View decision -
Decision Reference DRN-4524602
15 Apr 2024 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-4524602 The complaint Mr O complains that Bank of Ireland (UK) Plc declined his application for a loan, having previously indicated that it had been accepted. What happened On or about 17 October 2023 Mr O applied for a £3,000 loan from Post Office Financial Services (“POFS”). He signe... (2 pages)View decision
