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 130193 results
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Decision Reference DRN-4897056
24 Sep 2024 BISL Limited UpheldInsuranceDRN-4897056 The complaint Miss B complains about how BISL Limited (“BISL”) dealt with her request for a payment holiday on her motor insurance policy, which led to it cancelling her policy. What happened Miss B had a car insurance policy taken out through BISL, which is a broker. In Nov... (3 pages)View decision -
Decision Reference DRN-4915456
24 Sep 2024 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-4915456 The complaint Mr D complains about the suitability of the advice he received from Zurich Assurance Ltd (Zurich) to take out a Free Standing Additional Voluntary Contribution (FSAVC) plan. Mr D took out his FSAVC plan with a predecessor business of Zurich. But it is responsib... (9 pages)View decision -
Decision Reference DRN-5037133
24 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5037133 The complaint Mr A complains that Nationwide Building Society (“Nationwide”) failed to refund transactions he didn’t recognise. What happened Mr A has explained that when he went to use a cash machine in December 2023, he noticed his account had very little funds left in it... (5 pages)View decision -
Decision Reference DRN-5038747
24 Sep 2024 BUPA Insurance Limited UpheldInsuranceDRN-5038747 The complaint Mrs T complains BUPA Insurance Limited unfairly declined her claim for treatment. What happened Mrs T held a private medical insurance policy underwritten by BUPA, which she took out through a broker in July 2023. The policy does not provide cover for pre-exist... (3 pages)View decision -
Decision Reference DRN-5038699
24 Sep 2024 Sabre Insurance Company Limited UpheldInsuranceDRN-5038699 The complaint Mr A complains about Sabre Insurance Company Limited’s (“Sabre”) handling of his claim under his motorcycle insurance policy. Sabre are the insurers of Mr A’s policy. Part of this complaint concerns the actions of an agent. As Sabre have accepted they are acco... (4 pages)View decision -
Decision Reference DRN-4921042
23 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4921042 The complaint Mr W has complained that Barclays Bank UK PLC won’t refund a cash withdrawal where he explained the cash did not dispense. What happened In February 2024, Mr W tried to withdraw £200 at an ATM. The amount debited his account, but he’s explained that no cash act... (3 pages)View decision -
Decision Reference DRN-4074800
23 Sep 2024 Novia Financial Plc UpheldPensions and AnnuitiesDRN-4074800 The complaint Mrs F complains that Novia Financial Plc (“Novia”) failed in its regulatory duty by not completing sufficient due diligence when her existing pensions were transferred to a Self- Invested Personal Pension (SIPP) and invested in a number of unregulated investmen... (34 pages)View decision -
Decision Reference DRN-5038293
23 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5038293 The complaint Mrs R complains about the service that she received from Barclays Bank UK PLC. What happened Mrs R has a Barclays current account. After she reported some fraudulent transactions on her debit card, Barclays refunded the transactions and issued a new card. Mrs R... (4 pages)View decision -
Decision Reference DRN-4807315
23 Sep 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4807315 The complaint Mr D has complained Telefonica UK Limited trading as O2 treated him unfairly in relation to a fixed sum loan agreement he’d taken out. What happened Mr D bought a phone from O2 using an interest free fixed sum loan in 2018. The phone cost around £1,400 and the... (3 pages)View decision -
Decision Reference DRN-4848327
23 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4848327 The complaint Mr G is unhappy with the settlement he received after esure Insurance Limited declared his car a total loss. What happened Mr G was unfortunately involved in a car accident that wasn’t his fault, so he made a claim on his motor insurance policy. After investiga... (3 pages)View decision