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-4820080
15 Jul 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4820080 The complaint Mr A complains that Assurant General Insurance Limited unfairly declined a claim he made under his mobile phone insurance policy. Assurant is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Assuran... (3 pages)View decision -
Decision Reference DRN-4908033
15 Jul 2024 U K Insurance Limited UpheldInsuranceDRN-4908033 The complaint Mr and Mrs B complain that U K Insurance Limited (UKI) declined their claim under their travel insurance. My references to UKI include its agents. What happened Mr and Mrs B have travel insurance through a bank account. UKI is the insurer. Mr and Mrs B and thei... (4 pages)View decision -
Decision Reference DRN-4904404
15 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4904404 The complaint A limited company, which I’ll refer to as ‘C’, is unhappy that Barclays Bank UK PLC defaulted its Bounce Back Loan (“BBL”) and restricted its Business Current Account (“BCA”) as a result. C’s complaint is brought to this service by one of its directors, whom I’... (5 pages)View decision -
Decision Reference DRN-4868502
15 Jul 2024 Hiscox Insurance Company Limited UpheldInsuranceDRN-4868502 The complaint A company, which I’ll refer to as E, complains that Hiscox Insurance Company Limited (Hiscox) unfairly declined a claim under its commercial insurance policy. What happened E took out a commercial insurance policy with Hiscox. In December 2024, it made a claim ... (2 pages)View decision -
Decision Reference DRN-4328091
15 Jul 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4328091 The complaint Mr A is unhappy after Starling Bank Limited decided not to refund him after he was the victim of a scam. The complaint is being brought by a professional representative, claims management company (CMC) that I’ll refer to as R. The individuals who credited Mr ... (5 pages)View decision -
Decision Reference DRN-4537788
15 Jul 2024 IG Index Limited UpheldInvestmentsDRN-4537788 The complaint Mr M complains that IG Index Limited (‘IG’) removed positions from his trading account and valued them at zero. He wants IG to reinstate the positions in his main trading account, or compensate him for the value he says he’s lost. What happened Mr M had a sprea... (5 pages)View decision -
Decision Reference DRN-4909236
15 Jul 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4909236 The complaint Mrs S complains about a hire purchase agreement by Volkswagen Financial Services (UK) Limited trading as Porsche Financial Services (“VWFS”). What happened In September 2022 Mrs S acquired a used car using a hire purchase agreement from VWFS. The term of the ag... (5 pages)View decision -
Decision Reference DRN-4879919
15 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4879919 The complaint Mrs B complains that Santander UK Plc incorrectly recorded transfers between her bank accounts. What happened Santander holds a Power of Attorney (POA) appointing Mrs B’s daughter (Mrs H) as one of her attorney’s. When Mrs H arranged for payments to be made bet... (2 pages)View decision -
Decision Reference DRN-4829468
15 Jul 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4829468 The complaint Mrs B is unhappy that a car supplied to her under a hire purchase agreement with Toyota Financial Services (UK) Plc trading as Redline Financial Services (Redline) was of an unsatisfactory quality. What happened In August 2023, Mrs B was supplied with a used c... (3 pages)View decision -
Decision Reference DRN-4808664
15 Jul 2024 Covea Insurance plc UpheldInsuranceDRN-4808664 The complaint Mr and Mrs C have complained about the way Covea Insurance plc has dealt with claims made under their buildings insurance policy. Reference to Covea includes its agents and representatives. And reference to Mrs C includes Mr C. What happened The circumstances... (4 pages)View decision