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-4970253
16 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4970253 The complaint Mr P has complained that esure Insurance Limited unreasonably cancelled his motor policy following a claim. What happened Mr P insured his car with esure from June 2023. Sadly, in July 2023 his car caught fire and was eventually deemed a total loss. Mr P bough... (9 pages)View decision -
Decision Reference DRN-4716227
16 Sep 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4716227 The complaint Mr and Mrs L’s complaint is about a mortgage they have with Barclays Bank UK PLC. They have complained that they were not kept informed and responded to during the months before Barclays started, in May 2023, legal action to repossess their home. In settlement ... (7 pages)View decision -
Decision Reference DRN-4918498
16 Sep 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4918498 The complaint Mrs C complains that Moneybarn No 1 Limited has treated her unfairly in the customer service it has provided her. What happened In April 2023 Mrs C bought a car using finance from Moneybarn No 1 Limited (‘MNL’ for short). She co... (3 pages)View decision -
Decision Reference DRN-4937268
16 Sep 2024 Countrywide Assured Plc UpheldInvestmentsDRN-4937268 The complaint Mr B and Mrs S complain about Countrywide Assured Plc, formerly Sanlam Investments and Pensions, referred to as “Countrywide”. They’re unhappy that Countrywide is refusing to allow them to choose their own Discretionary Fund Manager (DFM) and platform – in rel... (5 pages)View decision -
Decision Reference DRN-5024408
16 Sep 2024 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-5024408 The complaint Mr H says Scottish Friendly Assurance Society Limited (Scottish Friendly) is responsible for delaying the switch of his personal pension to a different provider. He says this has caused him financial detriment, inconvenience and anxiety. Mr H brought another c... (4 pages)View decision -
Decision Reference DRN-4984246
16 Sep 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4984246 The complaint Mr W complains that ReAssure Limited provided incorrect written and verbal valuations of his pension. He says Reassure made him believe his fund’s value was higher than it actually was. What happened Mr W held a pension with ReAssure. He says towards the end of... (3 pages)View decision -
Decision Reference DRN-5017316
16 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5017316 The complaint Mr H and Ms R complain about Admiral Insurance (Gibraltar) Limited (“AIL”) and the service they received after they made a claim on their home insurance policy. Mr H has acted as the main representative during the claim and complaint process. So, for ease of re... (4 pages)View decision -
Decision Reference DRN-5017637
16 Sep 2024 Target Servicing Limited UpheldMortgagesDRN-5017637 The complaint Mr S, Ms F and Ms N complain about the impact of delays by Target Servicing Limited in making changes to a help to buy shared equity loan. What happened In 2019 Mr S and Ms N purchased a property together. To support with the purchase, they took out a help to b... (3 pages)View decision -
Decision Reference DRN-4988171
16 Sep 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4988171 The complaint Miss H has complained that Great Lakes Insurance SE declined a claim she made under her pet insurance policy. She has also complained about the service she received. What happened Miss H made a claim for the removal of her dog’s anal glands. I’ll refer to her d... (2 pages)View decision -
Decision Reference DRN-5015193
16 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5015193 The complaint Mr M complains about comments made in HSBC UK Bank Plc trading as first direct’s final response after he raised a card dispute. What happened Mr M attempted to raise a card dispute in relation to food orders he made but first direct didn’t take it forward. Mr ... (2 pages)View decision