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 125400 results
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Decision Reference DRN-4659398
7 Oct 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4659398 The complaint Mr L complains about the way Acromas Insurance Company Limited handled a claim he made on his parts and garage cover (PGC). What happened In July 2023 Mr L tried to make a claim on his PGC cover following him seeing a warning light on his car. The claim was dec... (3 pages)View decision -
Decision Reference DRN-4874180
7 Oct 2024 Accelerant Insurance Limited UpheldInsuranceDRN-4874180 The complaint Miss C complains that Accelerant Insurance Limited has failed to complete effective repair works on her property following an escape of water claim. What happened In May 2021, Miss C’s property was damaged following an escape of water. Accelerant and its appoin... (3 pages)View decision -
Decision Reference DRN-4790303
7 Oct 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4790303 The complaint Miss G complains about a delay in processing a refund for wardrobes she purchased but didn’t receive. What happened In August 2023 Miss G bought wardrobes via S’s website. She paid for them using running credit provided by Frasers Group Financial Services Limit... (2 pages)View decision -
Decision Reference DRN-5066099
7 Oct 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5066099 The complaint Mr and Mrs W complain that Barclays Bank UK PLC didn’t give them clear information about their monthly payments for their offset mortgage. As a result, they made underpayments and their account fell into arrears. What happened Mr and Mrs W have had an offset mo... (6 pages)View decision -
Decision Reference DRN-5050930
7 Oct 2024 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5050930 The complaint A company, which I’ll refer to as S, complains about the way DAS Legal Expenses Insurance Company Limited dealt with a claim on its commercial legal expenses insurance policy. Mrs S, who is a director of S, brings the complaint on its behalf. What happened S in... (3 pages)View decision -
Decision Reference DRN-5056636
7 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-5056636 The complaint Mr W complains about the liability decision U K Insurance Limited (“UKI”) reached following a claim on his car insurance policy. Mr W is also unhappy with delays and a lack of updates on the claim. What happened In July 2023 while driving his car Mr W was invo... (5 pages)View decision -
Decision Reference DRN-5054587
7 Oct 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5054587 The complaint Mrs W complains about the way National Savings and Investments (NS&I) dealt with her application for additional premium bonds. What happened In November 2023, Mrs W sent NS&I a premium bond application form together with a cheque for £15,000 to purchase... (5 pages)View decision -
Decision Reference DRN-5065554
7 Oct 2024 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5065554 The complaint Mr G complains that the conditional sale agreement (“agreement”) he entered into with Volvo Car Financial Services UK Limited (“Volvo”) fails to make clear the cost of settling it early and when he was ultimately informed of the cost of doing so Volvo failed to... (4 pages)View decision -
Decision Reference DRN-5059235
7 Oct 2024 Santander UK Plc UpheldMortgagesDRN-5059235 The complaint Mr M complains that Santander UK Plc has changed how his mortgage is administered, without notice. Mr M also complains about mistakes made, including about his monthly payment, when these changes happened. What happened Mr M said that on 27 October 2023 he got ... (5 pages)View decision -
Decision Reference DRN-5013227
7 Oct 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5013227 The complaint Miss L complains that J.P. Morgan Europe Limited (which I’ll refer to as Chase) blocked and then closed her account without telling her why. What happened Miss L held an account with Chase. On 1 February 2024 Chase placed restrictions on the account, effectivel... (2 pages)View decision
