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
-
Decision Reference DRN-5143118
27 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5143118 The complaint Mr M complains Clydesdale Bank Plc trading as Virgin Money (“Virgin”) blocked his card and has made mistakes in sending him a replacement card and PIN. What happened Mr M is unhappy as Virgin blocked the debit card on his account. He says he had to contact Virg... (3 pages)View decision -
Decision Reference DRN-5243506
27 Jan 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5243506 The complaint Mr W complains that Haven Insurance Company Limited unfairly declined his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sporty car made by a premium-brand car-maker and first registered i... (4 pages)View decision -
Decision Reference DRN-5287849
27 Jan 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5287849 The complaint Miss M is unhappy with the service that she received from Westerby Trustee Services Limited (Westerby) when it accepted her application to open a self-invested personal pension (SIPP) with them. What happened Westerby has been represented by solicitors for per... (41 pages)View decision -
Decision Reference DRN-5287911
27 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5287911 The complaint Mr R complained about the poor service he received and delays to his claim following damage to his property. He was covered by Accredited Insurance (Europe) Ltd (“AI”) under a home insurance policy. What happened Mr R made a claim on 20 March when a third-part... (3 pages)View decision -
Decision Reference DRN-5240030
27 Jan 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5240030 The complaint Ms M complains about The National Farmers' Union Mutual Insurance Society Limited’s handling of her home insurance claim. The National Farmers' Union Mutual Insurance Society Limited (NFU) has been represented on the claim by its agents, including its... (4 pages)View decision -
Decision Reference DRN-5253132
27 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5253132 The complaint Mr G is unhappy with changes that Barclays Bank UK PLC have made to their online banking platform. What happened Mr G raised a complaint with Barclays as he was unhappy with changes that Barclays had made to its online banking platform. Barclays responded to Mr... (2 pages)View decision -
Decision Reference DRN-5237162
27 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5237162 The complaint Mr R complains Aviva Insurance Limited (Aviva) unfairly increased his home insurance policy premiums. What happened Mr R received his home insurance policy renewal quotation in June 2024 and saw there had been an increase in the cost of his premiums. He said h... (2 pages)View decision -
Decision Reference DRN-5070353
27 Jan 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5070353 The complaint Mr H complains that the car he acquired financed through a conditional sale agreement with Santander Consumer (UK) Plc wasn’t of satisfactory quality. What happened In September 2023 Mr H acquired a used car financed by a conditional sale agreement with Santand... (4 pages)View decision -
Decision Reference DRN-5074679
27 Jan 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5074679 The complaint Mr M complains about the way BUPA Insurance Limited (‘Bupa’) handled his private medical insurance claim, and its application of special conditions to his cover. What happened In January 2023, Mr M joined his employer’s group private medical insurance policy w... (3 pages)View decision -
Decision Reference DRN-5272477
27 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5272477 The complaint Mr M complains about the service he received from Barclays Bank UK PLC (“Barclays”) when cancelling a direct debit with his local Council. In particular, he is unhappy with Barclays messages as he believes they imply when cancelling a direct debit with it he al... (3 pages)View decision
