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 364862 results
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Decision Reference DRN-5355207
26 Feb 2025 Sky UK Limited Not upheldConsumer CreditDRN-5355207 The complaint Ms L complains about the outstanding amount owed under a fixed sum loan agreement she has with Sky UK Limited. What happened In November 2023, Ms L took out a fixed sum loan agreement with Sky, to pay for a brand new mobile telephone device. Ms L says that as p... (3 pages)View decision -
Decision Reference DRN-5359186
26 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5359186 The complaint Mr and Mrs P are unhappy with the way Royal & Sun Alliance Insurance Limited has dealt with a claim made for subsidence under a home insurance policy. What happened The full details of the complaint are well known to both parties, so I won’t repeat them aga... (6 pages)View decision -
Decision Reference DRN-5359146
26 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5359146 The complaint Ms H is unhappy that Nationwide Building Society didn’t contact her when they didn’t receive ISA reinvestment instructions from her. What happened Ms H has a fixed-term ISA with Nationwide which she had held for many years and reinvested several times. Ms H’s ... (3 pages)View decision -
Decision Reference DRN-5284931
26 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5284931 The complaint Mr M complains about the service he received from NewDay Ltd trading as Marbles. What happened Mr M has a credit card account with Marbles. As he has been experiencing financial difficulties, Marbles agreed to a payment holiday and then breathing space. Mr M is... (3 pages)View decision -
Decision Reference DRN-5310816
26 Feb 2025 One Insurance Limited Not upheldInsuranceDRN-5310816 The complaint Mr P complains that One Insurance Limited (“One”) should pay a claim on his van insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a double-cab pick-up vehicle, first registered in 2020. Mr P acquired the vehic... (3 pages)View decision -
Decision Reference DRN-5357627
26 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5357627 The complaint Miss F complains Barclays Bank UK PLC trading as Barclaycard hasn’t accepted a promissory note as payment towards her outstanding credit card balance. What happened In September 2024, Miss F wrote to Barclaycard with a promissory note a... (2 pages)View decision -
Decision Reference DRN-5356680
26 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5356680 The complaint Mrs Z and Mr Z complain about U K Insurance Limited’s handling of a subsidence claim made under their property owners insurance policy. What happened The background to this complaint is well known to both parties so I’ll provide only a brief summary here, focus... (11 pages)View decision -
Decision Reference DRN-5302109
26 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5302109 The complaint Mr C and Mr C complain about how Admiral Insurance (Gibraltar) Limited (Admiral).dealt with liability for a claim under their motor insurance policy, following an accident involving their vehicle. References to Admiral in this decision include their agents. T... (5 pages)View decision -
Decision Reference DRN-5144165
26 Feb 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5144165 The complaint Mr and Mrs H are unhappy with the time it took for Legal and General Assurance Society Limited to pay their critical illness claim. They’re also unhappy with the service and settlement they received. Although this is a joint policy, the claim itself is for Mr H... (6 pages)View decision -
Decision Reference DRN-5266595
26 Feb 2025 Brunel Insurance Brokers Limited Not upheldInsuranceDRN-5266595 The complaint Mr G, a sole trader, complains about the actions of Brunel Insurance Brokers Limited (‘BIBL’) when arranging a commercial property insurance policy for him. What happened The background to this complaint is very well known to Mr G and BIBL. Rather than repeat w... (6 pages)View decision
