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 360982 results
-
Decision Reference DRN-5169526
2 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5169526 The complaint Mr C complains Barclays Bank UK PLC (Barclays) provided poor customer service when he attempted to change his email address online and it failed to properly look into his complaint about the matter. What happened Mr C says on 19 August 2024, he attempted to cha... (3 pages)View decision -
Decision Reference DRN-5211467
2 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5211467 The complaint Mr G on behalf of Mrs G has complained about Admiral Insurance (Gibraltar) Limited’s poor handling of a claim she made against her car insurance policy. Mr G is a named driver under Mrs G’s policy. What happened In November 2023 Mrs G made a claim under her car... (2 pages)View decision -
Decision Reference DRN-5235724
31 Dec 2024 Quilter Financial Services Ltd UpheldInvestmentsDRN-5235724 The complaint Mr and Mrs S complain they were given inaccurate or inadequate advice or information by an adviser employed by an appointed representative (“AR”) of Quilter Financial Services Ltd (“Quilter”) in connection with investments taken to repay their mortgage. They sa... (13 pages)View decision -
Decision Reference DRN-5215402
31 Dec 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-5215402 The complaint Mr K complains that Great Lakes Insurance SE (“Great Lakes”) has unfairly declined a claim made under his landlord’s insurance policy. Mr K’s representative has corresponded with us on his behalf about this complaint. For ease, I’ll refer to the representative’... (3 pages)View decision -
Decision Reference DRN-5128569
31 Dec 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5128569 The complaint Ms M is a sole trader. She complains that Domestic & General Insurance Plc (D&G) unfairly declined a claim for her faulty television under her Appliance Insurance. What happened The detailed background to this complaint is well known to both parties. So... (3 pages)View decision -
Decision Reference DRN-5232848
31 Dec 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5232848 The complaint Ms B complains LV treated her unfairly in relation to a claim she made on her buildings insurance policy. In particular she doesn’t feel it’s made reasonable adjustments to accommodate her and her children’s disabilities. What happened In December 2023 Ms B con... (8 pages)View decision -
Decision Reference DRN-5186888
31 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5186888 The complaint Mr A is complaining U K Insurance Limited (UKI) has settled a claim a hire car company made for theft against his car insurance policy. What happened After Mr A’s car was damaged in an accident, he was provided with a hire car. The hire car was insured under Mr... (2 pages)View decision -
Decision Reference DRN-5185747
31 Dec 2024 Covea Insurance plc Not upheldInsuranceDRN-5185747 The complaint Mr S complains that Covea Insurance plc (“Covea”) hasn’t settled his claim following the theft of his vehicle. What happened Mr S took out a motor trade road risks policy with Covea on behalf of his business, which I’ll refer to as “A”. Another policyholder was... (3 pages)View decision -
Decision Reference DRN-5233754
31 Dec 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5233754 The complaint Mrs H complains about how Inter Partner Assistance SA (IPA) dealt with her claim for repatriation of her motorhome and its settlement of her claim for related costs. As Mrs H is the sole policyholder she is the sole complainant for this complaint. My references... (6 pages)View decision -
Decision Reference DRN-4986233
31 Dec 2024 Embark Investment Services Limited Not upheldPensions and AnnuitiesDRN-4986233 The complaint Mr C is unhappy that Embark Investment Services Limited trading as Stocktrade (Stocktrade) didn’t pay interest on his cash account within his pension plan. What happened The history leading up to this complaint is well known to the parties and will not be repe... (3 pages)View decision
