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 128535 results
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Decision Reference DRN-4837615
4 Sep 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4837615 The complaint Miss S complains that Assurant General Insurance Limited unfairly refused to repair her phone under warranty, instead advising that she must make a claim under her mobile phone insurance policy and pay the excess. Where I refer to Assurant, this includes the a... (2 pages)View decision -
Decision Reference DRN-5002136
4 Sep 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5002136 The complaint Mrs R complained about the poor customer service she experienced from The National Farmers' Union Mutual Insurance Society Limited (“NFU”) during a claim under her car insurance policy. She’s also unhappy her car was damaged by NFU’s incompetence, which su... (3 pages)View decision -
Decision Reference DRN-5002129
4 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5002129 The complaint Mrs W complains that Nationwide Building Society treated her unfairly regarding a dispute about a transaction funding a property rental. What happened In August 2022 Mrs W was interested in a property rental in the United States of ... (11 pages)View decision -
Decision Reference DRN-4988831
4 Sep 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4988831 The complaint Mr Z complains about the way Bank of Scotland plc trading as Lloyds Bank handled a claim he made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. ... (6 pages)View decision -
Decision Reference DRN-4990994
4 Sep 2024 Covea Insurance plc UpheldInsuranceDRN-4990994 The complaint Mrs L complains that Covea Insurance plc unfairly declined her pet insurance claim. What happened In July 2023, Mrs L made a claim for the cost of treatment to repair her dog’s right cruciate ligament. The vet’s costs were £3,583.13. Covea rejected the claim, a... (5 pages)View decision -
Decision Reference DRN-4999406
4 Sep 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4999406 The complaint Ms J complains that a car acquired under a personal contract purchase (PCP) agreement with Toyota Financial Services (UK) PLC (Toyota FS) wasn’t of satisfactory quality when it was supplied to her. What happened In July 2020, Ms J acquired a new car from a dea... (4 pages)View decision -
Decision Reference DRN-4850505
4 Sep 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4850505 The complaint Miss P has complained about the way that Royal & Sun Alliance Insurance Limited (RSA) handled a claim under her home insurance policy. References in this decision to RSA include its agents. What happened Miss P made a claim to RSA in July 2021 after a wat... (3 pages)View decision -
Decision Reference DRN-5001942
4 Sep 2024 Zurich Insurance PLC UpheldInsuranceDRN-5001942 The complaint Mrs O is unhappy with the assistance received under a travel insurance policy underwritten by Zurich Insurance Plc when her husband required emergency medical treatment whilst abroad. All reference to Zurich includes its agents and medical assistance team. Wh... (4 pages)View decision -
Decision Reference DRN-4953774
4 Sep 2024 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-4953774 The complaint This complaint’s about a commercial mortgage that Mr V and Mr V hold with Shawbrook Bank Limited. Mr V and Mr V are unhappy that when they made additional lump sum payments to the mortgage, Shawbrook insisted they provide information about the source of funds (... (3 pages)View decision -
Decision Reference DRN-4855790
4 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4855790 The complaint A company, which I will refer to as D, complains that Barclays Bank UK Plc wrongly closed its account. What happened D’s director told us: She was aware that Barclays was carrying out a Know Your Customer (KYC) review of D’s account, but she complied with t... (3 pages)View decision