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 125299 results
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Decision Reference DRN-4994232
11 Oct 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4994232 The complaint Mr L complains that National Savings and Investments (NS&I) handled a request to access and gain information about a Premium Bond. He’s also unhappy that he hasn’t won any prizes over the years he’s held his Premium Bonds. Mr L is represented by his daught... (5 pages)View decision -
Decision Reference DRN-5072288
11 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5072288 The complaint Mr R complains that esure Insurance Limited mishandled his claim on a motor insurance policy. What happened In about May 2023, Mr R bought a new car. For the year from mid-October 2023, Mr R had the car insured on a comprehensive policy with esure. Unfortuna... (5 pages)View decision -
Decision Reference DRN-5008146
11 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5008146 The complaint Mr T has complained about his car insurer Admiral Insurance (Gibraltar) Limited because, having accepted it had incorrectly recorded a claim against him, it didn’t act as promised to resolve that. What happened In early 2024 Mr T contacted Admiral as he’d hit ... (3 pages)View decision -
Decision Reference DRN-5076317
11 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5076317 The complaint Mr O complains about how esure Insurance Limited (“esure”) handled his claim following the theft of his car. Mr O is represented in his complaint, but for ease I’ll refer to him throughout. What happened Mr O had a car insurance policy with esure. In August 202... (4 pages)View decision -
Decision Reference DRN-5021851
11 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-5021851 The complaint Ms H’s complaint is about the handling of her legal expenses insurance claim by U K Insurance Limited (‘UKI’). Ms H says UKI treated her unfairly. All references to UKI include their claims handlers. What happened Ms H made a claim on her UKI legal expenses in... (3 pages)View decision -
Decision Reference DRN-4868434
11 Oct 2024 Lift-Financial Ltd UpheldInsuranceDRN-4868434 The complaint Mr B complains that he was misadvised by LIFT-Financial Ltd when he bought and/or renewed a property owner’s insurance policy and this caused him to be underinsured. What happened The background to this complaint is well known to both parties, so I’ll provide o... (4 pages)View decision -
Decision Reference DRN-4833571
11 Oct 2024 TenetLime Ltd UpheldMortgagesDRN-4833571 The complaint Mr H and Miss H’s complaint arises from arranging a new mortgage interest rate product through an authorised representative of TenetLime Ltd trading as PRIMIS Mortgage Network (and referred to here as Tenet). Mr H and Miss H say that, because of Tenet’s poor s... (5 pages)View decision -
Decision Reference DRN-5041439
11 Oct 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5041439 The complaint Mr J complains that Lloyds Bank PLC (‘Lloyds’) should pay more compensation than offered so far in connection with poor service issues arising when his debit card was blocked. What happened In brief summary, whilst Mr J was abroad, Lloyds blocked a transaction... (4 pages)View decision -
Decision Reference DRN-5076790
11 Oct 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5076790 The complaint Mr T is complaining about American Express Services Europe Limited (AESEL) because it failed to set up a direct debit instruction to collect payments to his credit card account correctly. He’s also concerned it didn’t contact him about his complaint when it sai... (2 pages)View decision -
Decision Reference DRN-5076432
11 Oct 2024 Equiniti Financial Services Limited UpheldInvestmentsDRN-5076432 The complaint Mr C had complained about the way Equiniti Financial Services Limited (Equiniti) have handled his request for them to delete any data regarding him, following his decision to sell shares he held through them. What happened Mr C had held shares through Equiniti... (4 pages)View decision
