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-5104372
17 Jan 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5104372 The complaint Miss C complains that Legal and General Assurance Society Limited (L&G) has turned down a terminal illness claim she made on a level term life protection plan. Miss C is represented by Mr E. What happened The background to this complaint is well-known to ... (8 pages)View decision -
Decision Reference DRN-5269937
17 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5269937 The complaint Mr W complains that National Westminster Bank Plc (“NatWest”) irresponsibly granted him a credit card and a number of limit increases, unfairly refused him a new 0% interest credit card and has, on the grounds of disability, discriminated against him. What happ... (4 pages)View decision -
Decision Reference DRN-4897956
17 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4897956 The complaint Mr R complains that Barclays Bank UK Plc unfairly closed his account in June 2024. He also complains about the way the bank’s staff treated him during a January 2024 branch visit. What happened Barclays wrote to Mr R in November 2023 and January 2024 to warn h... (3 pages)View decision -
Decision Reference DRN-5243693
17 Jan 2025 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5243693 The complaint Mrs S is unhappy DAS Legal Expenses Insurance Company Limited turned down a claim she made on her legal expenses insurance policy. What happened In March 2024 Mrs S contacted DAS seeking assistance with a legal expenses claim. She’d been involved in an incident... (5 pages)View decision -
Decision Reference DRN-5265686
17 Jan 2025 Vitality Health Limited UpheldInsuranceDRN-5265686 The complaint Mrs S complains that Vitality Health Limited has turned down a claim she made on a group private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key... (6 pages)View decision -
Decision Reference DRN-5262204
17 Jan 2025 Dentons Pension Management Limited UpheldPensions and AnnuitiesDRN-5262204 The complaint Mr G’s complaint concerns a loan made to a property company from his self-invested personal pension (SIPP), which was provided by Dentons Pension Management Limited (Dentons). He says Dentons should not have allowed the loan, as neither the accountant nor the c... (28 pages)View decision -
Decision Reference DRN-5234136
17 Jan 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5234136 The complaint Ms C complains that MBNA Limited lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened Ms C applied for a credit card with MBNA in December 2022. In Ms C’s application, she said she was earning ... (4 pages)View decision -
Decision Reference DRN-5204012
17 Jan 2025 RAC Financial Services Ltd Not upheldInsuranceDRN-5204012 The complaint Mr R has complained that his broker, RAC Financial Services Ltd (‘RAC’), didn’t make him aware that the excess on his key replacement policy which is added onto his roadside assistance cover, changed from £0 to £30. He says he found out after payment was taken ... (3 pages)View decision -
Decision Reference DRN-5162402
17 Jan 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5162402 The complaint T, a partnership, complains Accelerant Insurance Europe SA/NV UK Branch voided its business protection insurance policy meaning a claim it made wasn’t paid. What happened Following damage caused by a storm in January 2024 T made a claim on its policy. After rev... (2 pages)View decision -
Decision Reference DRN-5123131
17 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5123131 The complaint Mrs C and Mr C complain about the price charged by U K Insurance Limited (“UKI”) to renew their motor insurance policies. Mr C has acted as the main representative during the complaint process. So, for ease of reference, I will refer to any actions taken, or c... (4 pages)View decision
