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 121262 results
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Decision Reference DRN-4334080
14 Nov 2023 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-4334080 The complaint Miss P complains Scottish Friendly Assurance Society Limited delayed a withdrawal. What happened Miss P holds an investment ISA with Scottish Friendly and wanted to withdraw some money for a holiday. Scottish Friendly didn’t action the withdrawal for several days,... (2 pages)View decision -
Decision Reference DRN-4454255
14 Nov 2023 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-4454255 The complaint Mr R is unhappy with how a personal loan application was handled by The Royal Bank of Scotland Plc. What happened I issued my provisional findings to both parties on 17 October 2023 setting out why I thought Mr R’s complaint should be upheld in part, and I invited... (7 pages)View decision -
Decision Reference DRN-4454212
13 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4454212 The complaint Miss P complains about National Westminster Bank Plc’s technical issues that impacted upon her ability to bank on-line. Also, their subsequent standard of service. What happened I issued my provisional decision on 19 October 2023, and this is what I said: I’ve con... (6 pages)View decision -
Decision Reference DRN-4388791
13 Nov 2023 U K Insurance Limited UpheldInsuranceDRN-4388791 The complaint Mrs D complains that U K insurance Limited (“UKI”) mishandled her motor insurance policy. What happened For the year from early March 2021, Mrs D insured a car on a policy branded with the name “Darwin”, a trademark of UKI. The policy was arranged and administere... (3 pages)View decision -
Decision Reference DRN-4416506
13 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4416506 The complaint Mr H complains about the level of service provided by Admiral Insurance (Gibraltar) Limited after he made a claim on his motor insurance policy and its valuation of his car. What happened Mr H’s car was deemed to be a total loss after an incident. Mr H wanted to r... (3 pages)View decision -
Decision Reference DRN-4273184
13 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4273184 The complaint Miss W complains about poor service and delays in Admiral Insurance (Gibraltar) Limited’s (Admiral) handling of her claim following an accident when driving, under her motor insurance policy. What happened Miss W damaged her car when driving in May 2022. She conta... (3 pages)View decision -
Decision Reference DRN-4138687
13 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4138687 The complaint Mrs M and Mr M complain that National Westminster Bank Plc unfairly blocked and closed their accounts. They say this caused them a lot of problems and upset and they want NatWest to pay them compensation. What happened The detailed background of this complaint is... (3 pages)View decision -
Decision Reference DRN-4453105
13 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4453105 The complaint Mr R complains about the way Santander UK Plc dealt with a chargeback claim he made. Background I recently issued my provisional conclusions setting out the events leading up to this complaint and how I thought the dispute should be resolved. I’ve reproduced my pr... (3 pages)View decision -
Decision Reference DRN-4348480
13 Nov 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4348480 The complaint Mrs C complains Royal & Sun Alliance Insurance Limited has handled her subsid\<br />View decision
ence claim poorly. RSA’s been represented by agents for the claim. For simplicity I’ve generally referred to the agents’ actions as being those of RSA. What happened In June 2... (6 pages) -
Decision Reference DRN-4422786
13 Nov 2023 esure Insurance Limited UpheldInsuranceDRN-4422786 The complaint Ms K has complained about the level of information she was provided by esure Insurance Limited (esure) about burglar alarm requirements under a home insurance policy. What happened Ms K took out a policy with esure. A while later, Ms K was reviewing the documents ... (2 pages)View decision
