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 354447 results
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Decision Reference DRN-5217883
17 Dec 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5217883 The complaint Mr and Mrs S complain that Royal & Sun Alliance Insurance Limited mis-sold their home insurance policies and add-on legal cover. Mrs S is a joint policyholder. I’ll mainly refer to Mr S in my decision as he referred the complaint to us. What happened In S... (3 pages)View decision -
Decision Reference DRN-4956013
17 Dec 2024 Hub Financial Solutions Limited UpheldPensions and AnnuitiesDRN-4956013 The complaint Mr T has complained about the delays which he says were incurred by HUB Financial Solutions Limited in setting up an annuity with Legal and General (L&G). What happened The investigator who considered this matter set out the background to the complaint in h... (5 pages)View decision -
Decision Reference DRN-5217420
17 Dec 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5217420 The complaint Mr E is upset with the actions taken, and the offer of compensation made by Lloyds Bank Plc (Lloyds), when an account was opened fraudulently in his name What happened Mr E initially raised concerns with Lloyds in January 2024 when it was brought to his attenti... (2 pages)View decision -
Decision Reference DRN-5209245
17 Dec 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-5209245 The complaint Miss H complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (8 pages)View decision -
Decision Reference DRN-5092404
17 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5092404 The complaint This complaint is being brought by a business who I will call Business B. Business B complains that Barclays Bank UK PLC stopped a payment resulting in it losing out on a significant purchase. Mr H complains on behalf of the business, so I will refer to him t... (3 pages)View decision -
Decision Reference DRN-5217652
17 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5217652 The complaint Mrs H is unhappy that Lloyds Bank PLC are allowing contactless transactions on her debit card when she specifically requested that her debit card not have contactless functionality. What happened Mrs H asked Lloyds to provide her with a debit card that doesn’t ... (2 pages)View decision -
Decision Reference DRN-5195655
17 Dec 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5195655 The complaint Mr and Mrs B are unhappy with how Lloyds Bank General Insurance Limited dealt with their home insurance claim. Mr and Mrs B are represented by their son. For clarity, I will refer to him as Mr A. This complaint involves the actions of agents for whom Lloyds i... (5 pages)View decision -
Decision Reference DRN-5156492
17 Dec 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5156492 The complaint Mr J complains Watford Insurance Company Europe Limited unfairly declined a storm damage claim under a home insurance policy. Reference to Watford include its agents. What happened In summary, Mr J held a home insurance policy which was underwritten by Watford.... (3 pages)View decision -
Decision Reference DRN-5061540
17 Dec 2024 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-5061540 The complaint Ms I complains that Scottish Friendly Assurance Society Limited have applied an exclusion to her income protection policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on giving the re... (2 pages)View decision -
Decision Reference DRN-4898369
17 Dec 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4898369 The complaint Mr G is unhappy with a car he got using a conditional sale agreement from Moneybarn No.1 Limited. What happened Mr G acquired a used car from Moneybarn in January 2024 for £13,498. The car was around seven years old and had been driven for 34,000 miles. On 26 F... (4 pages)View decision
