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 364766 results
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Decision Reference DRN-5184076
5 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5184076 The complaint Mr and Mrs N have complained that the offer made to them by their motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral), for the market value of their cars after they were stolen was too low. They say this also impacted their no claims discount (NCD) ... (7 pages)View decision -
Decision Reference DRN-5087980
5 Dec 2024 The Prudential Assurance Company Limited UpheldInsuranceDRN-5087980 The complaint Mr and Mrs M are unhappy that The Prudential Assurance Company Limited declined a claim made on their serious illness policy. What happened Mr and Mrs M have a policy which offers cover in the event that a policyholder suffers from a serious illness. Mr M claim... (3 pages)View decision -
Decision Reference DRN-5094589
5 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5094589 The complaint Miss R complains about National Westminster Bank Plc (NatWest) in their failure to help her open a savings account. Miss R says this caused lost interest, and inconvenience. Miss R is represented by a third party who I will refer to as X. What happened At the e... (3 pages)View decision -
Decision Reference DRN-5188250
5 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5188250 The complaint Mr M complained about the way Nationwide Building Society dealt with a claim for a refund for the deposit he paid for a package holiday. What happened Mr M booked a holiday in February 2023 over the telephone through a travel agent I’ll call “T”. The total cost... (3 pages)View decision -
Decision Reference DRN-4918895
5 Dec 2024 Assicurazioni Generali SpA Not upheldInsuranceDRN-4918895 The complaint Mr H is unhappy that Assicurazioni Generali SpA (‘AGS’) declined a claim he made on his employers group income protection policy. What happened Mr H became absent from work in May 2022 due to symptoms linked to a suspected sleep disorder. After the deferred per... (3 pages)View decision -
Decision Reference DRN-5018207
5 Dec 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5018207 The complaint Miss G complains that a car supplied to her under a contract hire agreement with BMW Financial Services Limited GB (BMWFS) is of unsatisfactory quality. What happened In January 2022 Miss G entered into a contract hire agreement with BMWFS to hire a brand- new... (5 pages)View decision -
Decision Reference DRN-5170188
5 Dec 2024 Europ Assistance SA UpheldInsuranceDRN-5170188 The complaint Miss W and Mr W are unhappy that Europ Assistance SA haven’t settled a claim they made on their travel insurance policy and with the service they received. What happened Miss W and Mr W say that whilst abroad they had their rucksack taken, during which Mr W was... (2 pages)View decision -
Decision Reference DRN-4985720
5 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4985720 The complaint T a limited company, complains Santander UK Plc unfairly withheld funds it was entitled to. T is represented in this complaint by Mr B, a director of T. What happened The facts of the complaint are well known to both parties, so I will only provide a summary ... (5 pages)View decision -
Decision Reference DRN-4711744
5 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4711744 The complaint Mr W is unhappy that Clydesdale Bank Plc trading as Virgin Money (Virgin) will not refund the money he paid for a vehicle. He believes he has been scammed. What happened The background to this complaint is well known to both parties, so I won’t repeat it in det... (4 pages)View decision -
Decision Reference DRN-4945745
5 Dec 2024 BUPA Insurance Limited Not upheldInsuranceDRN-4945745 The complaint Mrs C is unhappy with BUPA Insurance Limited has not covered a claim she made on her private medical insurance policy in full. What happened Mrs C claimed on a group private medical insurance policy for treatment. Mrs C had the treatment and was invoiced by th... (2 pages)View decision
