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-4710218
16 May 2024 Zurich Insurance PLC UpheldInsuranceDRN-4710218 The complaint Mr B complains about the quality of repairs to his vehicle under a claim on his motor insurance policy with Zurich Insurance PLC (Zurich). References to Zurich in this decision include their agents. This decision covers the issues raised in Mr B’s complaint to thi... (4 pages)View decision -
Decision Reference DRN-4802526
16 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4802526 The complaint Mr F complains that Nationwide Building Society restricted access to his current account for more than eight months. What happened In May 2023 Mr F instructed Nationwide to make a payment of £1,000 from his account to an account in the USA. Nationwide had concerns... (2 pages)View decision -
Decision Reference DRN-4783213
16 May 2024 Liberty Mutual Insurance Europe SE UpheldInsuranceDRN-4783213 The complaint Mr D’s complaint is about how a claim was handled by Liberty Mutual Insurance Europe SE (‘Liberty Mutual’) on his access indemnity insurance policy. Mr D wants Liberty Mutual to pay him compensation for loss of access to his garage. In this decision all references... (4 pages)View decision -
Decision Reference DRN-4801237
16 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4801237 The complaint A limited company, which I’ll refer to as C, complains that Barclays Bank UK PLC failed to set up the capital repayment holiday it was entitled to on its bounce back loan (“BBL”) and then made further errors instead of correcting the problem. C is represented by t... (7 pages)View decision -
Decision Reference DRN-4716922
16 May 2024 Euroins AD UpheldInsuranceDRN-4716922 The complaint Mr J has complained Euroins AD unfairly declined his claim. What happened Mr J bought a travel insurance policy, underwritten by Euroins. He was due to travel abroad but when he left home, his route was blocked due to adverse weather, floods and a fallen tree. So ... (2 pages)View decision -
Decision Reference DRN-4784771
16 May 2024 MBNA Limited UpheldBanking and PaymentsDRN-4784771 The complaint Miss J complains that MBNA Limited irresponsibly provided her with a credit card account. What happened In May 2018, MBNA opened the account with a credit limit of £1,900. No increases to the limit were applied but MBNA did decrease the limit in December 2022. In ... (3 pages)View decision -
Decision Reference DRN-4797816
16 May 2024 AJ Bell Securities Limited UpheldInvestmentsDRN-4797816 The complaint Mr O complains that AJ Bell Securities Limited trading as Dodl by AJ Bell (“AJB”) has failed to correctly execute an instruction he provided for the purchase of shares via his Lifetime ISA (“LISA”). What happened I issued a provisional decision on this complaint l... (5 pages)View decision -
Decision Reference DRN-4802624
16 May 2024 AWP P&C S.A. UpheldInsuranceDRN-4802624 The complaint Mr and Mrs J complain that AWP P&C SA has turned down a claim they made on a travel insurance policy. What happened Mr and Mrs J have travel insurance as a benefit of a packaged bank account. In April 2023, Mr and Mrs J were due to travel from the UK to a coun... (3 pages)View decision -
Decision Reference DRN-4802585
16 May 2024 FinanceMe Ltd UpheldInsuranceDRN-4802585 The complaint Mr H complains that FinanceMe Ltd (FM) trading as directlinkfunding mis-sold him a personal private medical insurance policy. What happened The circumstances of this complaint are well-known to both parties. So I’ve set out a summary of what I think are the key ev... (6 pages)View decision -
Decision Reference DRN-4799026
16 May 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4799026 The complaint Miss R complains Bank of Scotland plc (“BOS”) hasn’t dealt fairly with a dispute she raised over a payment she made on her debit card to a dental clinic (“CG”) in Turkey. What happened I issued a provisional decision on Miss R’s case on 24 April 2024, which set ou... (8 pages)View decision
