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
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Decision Reference DRN-5138536
8 Dec 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5138536 The complaint Mr V complains that Watford Insurance Company Europe Limited (“Watford Insurance”) has treated him unfairly in relation to a third-party claim made against his motor insurance policy. What happened Mr V lent his van to a friend in 2023. Sadly, around the same t... (3 pages)View decision -
Decision Reference DRN-4949506
8 Dec 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4949506 The complaint Miss E complains that the car she acquired from Moneybarn No 1 Limited (“Moneybarn”) was of unsatisfactory quality and she should be able to reject it. What happened Miss E entered into a conditional sale agreement with Moneybarn to acquire a used car in Februa... (3 pages)View decision -
Decision Reference DRN-5091088
7 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5091088 The complaint Mr J complains National Westminster Bank Plc (“NatWest”) closed his account without notice nor explanation despite providing information it had requested when reviewing his account activity. Mr J adds NatWest should’ve done more to notify him about the closure.... (3 pages)View decision -
Decision Reference DRN-4961912
6 Dec 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4961912 The complaint Miss P and Mr T complain that Lloyds Bank General Insurance Limited (“Lloyds”) hasn’t dealt fairly with a claim made under their home insurance policy. What happened Miss P and Mr T say their property was affected by extreme weather in November 2023. For severa... (2 pages)View decision -
Decision Reference DRN-5009014
6 Dec 2024 First Central Underwriting Limited Not upheldInsuranceDRN-5009014 The complaint Mrs J complains First Central Underwriting Limited unfairly refused to cover her husband as a driver on her motor insurance policy. FCUL’s been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being FC... (3 pages)View decision -
Decision Reference DRN-5030897
6 Dec 2024 Skrill Limited UpheldBanking and PaymentsDRN-5030897 The complaint Mr A complains Skrill Limited (“Skrill”) didn’t close his account when he asked them to and told them he had a gambling problem. What happened Mr A has held an account with Skrill since 2018. He told us he asked Skrill to close his account on a number of occasi... (3 pages)View decision -
Decision Reference DRN-5156724
6 Dec 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5156724 The complaint Mr D is unhappy with how Marshmallow Insurance Limited dealt with his car insurance claim. Mr D has been represented by a relative, Mr B. This complaint involves the actions of agents for whom Marshmallow is responsible. Any reference to Marshmallow includes ... (3 pages)View decision -
Decision Reference DRN-5190660
6 Dec 2024 U K Insurance Limited UpheldInsuranceDRN-5190660 The complaint Mr H complains that U K Insurance Limited (“UKI”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an electric car or sports utility vehicle, made by an Asian car maker and firs... (5 pages)View decision -
Decision Reference DRN-5002010
6 Dec 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5002010 The complaint Mr B and Miss M have complained that Inter Partner Assistance SA (IPA) declined a claim they made on a travel insurance policy. What happened Mr B and Miss M were on a trip abroad in December 2022 when they had problems with their return journey. They were ta... (4 pages)View decision -
Decision Reference DRN-5138905
6 Dec 2024 Santander UK Plc Not upheldConsumer CreditDRN-5138905 The complaint Mrs F complains that she was offered an APR of 13.9% instead of the representative APR of 6.2% by Santander UK Plc when she applied for a personal loan. She believes that the loan application algorithm is discriminatory. What happened In April 2024 Mrs F began ... (2 pages)View decision
