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-4768740
29 Apr 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4768740 The complaint Mr and Mrs C are unhappy a claim made under their contents insurance policy has been declined by Royal & Sun Alliance Insurance Limited (RSA). Where I’ve referred to RSA, this also includes any actions and communication by agents acting on their behalf. What h... (3 pages)View decision -
Decision Reference DRN-4763346
29 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4763346 The complaint A company, which I will refer to as H, complains that Barclays Bank UK Plc closed its bank accounts without notice and for no obvious reason. What happened H’s directors told us: In January 2023 they discovered that H’s Barclays accounts had been closed. They wer... (7 pages)View decision -
Decision Reference DRN-4536336
29 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4536336 The complaint E complains Aviva Insurance Limited handled its motor insurance claim poorly. E is a limited company. For simplicity I’ve referred to its representatives’ actions and comments as being its own. What happened In April 2022 a vehicle belonging to E was damaged in a ... (4 pages)View decision -
Decision Reference DRN-4767560
29 Apr 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4767560 The complaint Ms W is unhappy that Legal and General Assurance Society Limited (‘L and G’) stopped paying the monthly benefit following a successful claim made on a group income protection insurance policy. What happened Ms W had the benefit of a group income protection insuran... (5 pages)View decision -
Decision Reference DRN-4767261
29 Apr 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4767261 The complaint Miss M complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) has unfairly handled a claim made under her motor insurance policy, saying it returned her car to her with unresolved scratches. What happened The background of this complaint is well known be... (4 pages)View decision -
Decision Reference DRN-4712310
29 Apr 2024 Chetwood Financial Limited UpheldConsumer CreditDRN-4712310 Complaint Mr H has complained that Chetwood Financial Limited (trading as “Better Borrow”) provided him with an unaffordable loan. He says sufficient enough checks weren’t completed into his financial background before the loan was provided. Background Better Borrow provided Mr... (4 pages)View decision -
Decision Reference DRN-4768185
27 Apr 2024 Premier Underwriting Ltd UpheldInsuranceDRN-4768185 The complaint Mr and Mrs B complain about the handling of their motor insurance claim by Premier Underwriting Ltd (“Premier”) following an accident. What happened In April 2023, Mr B was involved in an accident. Mr and Mrs B contacted their insurer to try and get the necessary ... (4 pages)View decision -
Decision Reference DRN-4457191
26 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4457191 The complaint Mr D complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the amount he says he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The back... (4 pages)View decision -
Decision Reference DRN-4767339
26 Apr 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4767339 The complaint Mr M complains American Express Services Europe Limited (“Amex”) failed to honour a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened I set out the background to Mr M’s complaint, and my provisional findings on it, in a detai... (6 pages)View decision -
Decision Reference DRN-4765276
26 Apr 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4765276 The complaint Mr S says Admiral Insurance (Gibraltar) Limited offered him an inflated renewal price for his motor insurance policy, and also provided poor service, having put the wrong details on his driving record. What happened Mr S was told by Admiral his premium would rise ... (3 pages)View decision
