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-4451695
27 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4451695 The complaint Mr T complains Lloyds Bank PLC rejected direct debits on his current account when they said they’d pay them. What happened In June 2023 Mr T knew he had £792.20 worth of direct debits coming out, that he couldn’t afford. He spoke to Lloyds on 1 June 2023 to ask fo... (2 pages)View decision -
Decision Reference DRN-4451466
26 Feb 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4451466 The complaint Ms and Mr P complain about how Royal & Sun Alliance Insurance Limited dealt with and settled a claim they made following an escape of water. What happened In around August 2022, Ms and Mr P incepted a buildings and contents insurance policy via a broker, which... (6 pages)View decision -
Decision Reference DRN-4549016
26 Feb 2024 Solium Capital UK Limited UpheldInvestmentsDRN-4549016 The complaint Mrs S complained about Solium Capital UK Limited trading as Morgan Stanley at Work (Morgan Stanley). She said it reinvested a dividend, that she wanted paid into her account. Mrs S said she has made investment losses. She also said Morgan Stanley has caused her di... (3 pages)View decision -
Decision Reference DRN-4474316
26 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4474316 The complaint Miss R has complained about how HSBC UK Bank Plc dealt with her claim for money back in relation to a purchase she’d made on her debit card. What happened The circumstances of the complaint are well known so I’m not going to go over everything again in detail. But... (3 pages)View decision -
Decision Reference DRN-4365025
26 Feb 2024 Avantia Insurance Limited UpheldInsuranceDRN-4365025 The complaint Mr M complains about Avantia Insurance Limited cancelling his home insurance policy. Avantia are the underwriters (insurers) of this policy. Some of this complaint concerns the actions of their appointed agents. As Avantia accept they are accountable for the actio... (3 pages)View decision -
Decision Reference DRN-4639845
26 Feb 2024 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-4639845 The complaint Mr H complains that Harbour Rock Capital Limited trading as Portafina (Portafina) caused delays in the transfer process of his defined benefit (DB) pension. Mr H says that these delays resulted in the expiry date of his Cash Equivalent Transfer Value (CETV) being ... (5 pages)View decision -
Decision Reference DRN-4508645
26 Feb 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4508645 The complaint Mr M complains about Liverpool Victoria Insurance Company Limited’s (LV) liability decision, following a claim under his motor insurance policy. What happened Following a car accident involving three vehicles (one of which was Mr M’s) he made a claim to LV, under ... (3 pages)View decision -
Decision Reference DRN-4622193
26 Feb 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4622193 The complaint Ms P has complained that Astrenska Insurance Limited (‘Astrenska’) unfairly declined her claim for loss of her phone under her mobile phone insurance policy. What happened Ms P purchased a mobile phone and took out the policy which she’d taken out with Astrenska i... (4 pages)View decision -
Decision Reference DRN-4629506
26 Feb 2024 Allianz Insurance Plc Not upheldInsuranceDRN-4629506 The complaint Mr C complains that Allianz Insurance Plc trading as Petplan wouldn’t pay his pet insurance claim. Allianz is the policy insurer who’s responsible for deciding whether claims should be paid. Mr C dealt with Allianz’s agent about his claim and I’ll refer to the age... (4 pages)View decision -
Decision Reference DRN-4514766
26 Feb 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4514766 The complaint Mr G and Mrs O have complained about The National Farmers’ Union Mutual Insurance Society Limited’s (‘NFU’) handling of an escape of water claim under their home insurance policy. For the avoidance of doubt, the term ‘NFU’ includes reference to its agents, represe... (6 pages)View decision
