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 128312 results
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Decision Reference DRN-4939652
31 Jul 2024 One Insurance Limited UpheldInsuranceDRN-4939652 The complaint Mr P complains about the service he received from One Insurance Limited (OIL) when trying to make a claim under his home emergency insurance policy. Where I’ve referred to OIL, this also includes any action and communication by agents acting on their behalf. ... (4 pages)View decision -
Decision Reference DRN-3667405
31 Jul 2024 Countrywide Assured Plc UpheldPensions and AnnuitiesDRN-3667405 The complaint Mr H has complained, with the help of a professional third party, about the transfer of his personal pension, previously held with Countrywide Assured Plc (‘Countrywide’) to an occupational pension scheme in April 2013. The investments made through the new sche... (13 pages)View decision -
Decision Reference DRN-4908091
31 Jul 2024 National Westminster Bank Plc UpheldMortgagesDRN-4908091 The complaint Ms F has complained about the way payments made to her mortgage account with National Westminster Bank Plc (NatWest) have been applied. To settle the complaint, Ms F wants NatWest to be held accountable for its actions and lack of support. She would also like ... (3 pages)View decision -
Decision Reference DRN-4939414
31 Jul 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4939414 The complaint Mrs K complains about the service she received from Accredited Insurance (Europe) Ltd after making a claim under her home insurance. Where I’ve referred to Accredited, this also includes any actions and communication by agents acting on their behalf. What hap... (5 pages)View decision -
Decision Reference DRN-4853523
30 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4853523 The complaint Mr and Mrs C complain Barclays Bank UK PLC did not treat Mr C fairly when dealing with a blocked payment. Whilst the account is joint, the incident above primarily involved how Barclays treated Mr C, so I will mostly refer to him in my decision. What happened I... (3 pages)View decision -
Decision Reference DRN-4938823
30 Jul 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4938823 The complaint Mr B has complained about the way Mitsubishi HC Capital UK Plc (“MHCC”) responded to claims he’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (the “CCA”) and in relation to allegations of an unfair relationship taking in to account section 140... (4 pages)View decision -
Decision Reference DRN-4806703
30 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4806703 The complaint Mrs and Mr W complain that Advantage Insurance Company Limited has treated them unfairly when handling a claim made on their motor insurance policy. What happened Mrs and Mr W notified Advantage Insurance that Mrs W had been involved in an accident with another... (3 pages)View decision -
Decision Reference DRN-4921644
30 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4921644 The complaint Mrs and Mr W complain that Advantage Insurance Company Limited has treated them unfairly when handling a claim made on their motor insurance policy. What happened Mrs and Mr W complained to Advantage Insurance about the valuation it had placed on their car and ... (3 pages)View decision -
Decision Reference DRN-4934357
30 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4934357 The complaint A company I’ll call H complains that HSBC Bank UK PLC (HSBC) blocked then closed its account and withdrew its Bounce Back Loan (BBL), without explaining why. And that it used the balance of the account funds to pay off the BBL, then delayed in returning the exc... (4 pages)View decision -
Decision Reference DRN-4932390
30 Jul 2024 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-4932390 The complaint Mr P complains that The Royal London Mutual Insurance Society Limited (trading as Police Mutual) cancelled his motor insurance policy without providing sufficient notice. He wants the policy reinstated. What happened Mr P missed a direct debit payment for his ... (4 pages)View decision