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 125363 results
-
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 -
Decision Reference DRN-4764947
26 Apr 2024 Arch Insurance (UK) Limited UpheldInsuranceDRN-4764947 The complaint Mrs B complains about Arch Insurance (UK) Limited’s (“Arch”) decision to decline a subsidence claim made on her commercial property insurance policy. Mrs B is represented in bringing this complaint. Any reference to her includes the comments of her representative.... (6 pages)View decision -
Decision Reference DRN-4744918
26 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4744918 The complaint Mrs P complains that esure Insurance Limited mishandled her claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car, first registered in 2016. Mrs P’s mother had owned the car. On her passing, Mrs P inherited the... (6 pages)View decision -
Decision Reference DRN-4767237
26 Apr 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4767237 The complaint Mrs D complains that National Westminster Bank Plc failed to support her or to take any action to prevent her from gambling. What happened Mrs D has told us that she has a gambling addiction she was unable to control. From February 2019 until April 2023 she opened... (3 pages)View decision -
Decision Reference DRN-4761457
26 Apr 2024 Zurich Insurance PLC UpheldInsuranceDRN-4761457 The complaint Mr and Mrs W complain about the way Zurich Insurance PLC handled flood claims under a Farm Combined insurance policy. Reference to Zurich include its agents. What happened The facts of the complaint are known to all parties, so I won’t set them out in detail. But,... (8 pages)View decision -
Decision Reference DRN-4484618
26 Apr 2024 Santander UK Plc UpheldMortgagesDRN-4484618 The complaint Mrs D and Mr D are unhappy a direct debit was cancelled on their mortgage which has led to an impact on their credit file. What happened Mrs D and Mr D have a joint mortgage with Santander. Mrs D and Mr D wished to make a lump sum payment to the mortgage and Mr D ... (4 pages)View decision -
Decision Reference DRN-4767140
26 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4767140 The complaint Mr L complains Barclays Bank UK PLC provided him with the incorrect IBAN (international Bank Account Number) for a transfer, causing a transfer to go to the wrong account and for him to miss out on buying a car he had travelled to Europe to purchase. What happened... (4 pages)View decision
