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-5015100
11 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-5015100 The complaint Mrs M complains about the way esure Insurance Limited trading as Sheilas’ Wheels handled a claim she made under her car insurance policy. What happened Mrs M’s car was stolen so she made a claim under her car insurance policy with esure. Esure accepted the clai... (3 pages)View decision -
Decision Reference DRN-5001785
11 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5001785 The complaint Mr Z complains that National Westminster Bank Plc (NatWest) didn’t do enough to protect him when he fell victim to a car scam. What happened In June 2019, Mr Z was looking for a new car after his car had been stolen. He found an advert online which directed him... (5 pages)View decision -
Decision Reference DRN-5014553
10 Sep 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5014553 The complaint Mr E is unhappy that a car supplied to him under a hire purchase agreement with Toyota Financial Services (UK) PLC (Toyota FS) was of an unsatisfactory quality. What happened In March 2023 Mr E was supplied with a used car through a hire purchase agreement with... (5 pages)View decision -
Decision Reference DRN-4938576
10 Sep 2024 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-4938576 The complaint Mrs F complains that Zurich Assurance Limited (Zurich) then trading as Allied Dunbar misadvised her to take out a Free Standing Additional Voluntary Contribution pension plan (FSAVC), causing her losses. She wants to be put back in the position she should have ... (5 pages)View decision -
Decision Reference DRN-5014721
10 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5014721 The complaint Mr G was unhappy with the cash settlement paid by Admiral Insurance (Gibraltar) Limited (“Admiral”) for his written off car under his motor insurance policy. What happened Mr G made a claim when fire caused damage to his car. Admiral reviewed the claim and deci... (3 pages)View decision -
Decision Reference DRN-5004426
10 Sep 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5004426 The complaint Mr A complains about a warning email American Express Services Europe (Amex) sent him concerning how payments were made to his account. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr... (3 pages)View decision -
Decision Reference DRN-4993220
10 Sep 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4993220 The complaint Mr S and Mrs S have complained that Royal & Sun Alliance Insurance Limited trading as RSA (RSA) unfairly declined a claim for storm damage under their home insurance policy. As Mrs S dealt with the claim and complaint, for ease, I will normally only refer ... (5 pages)View decision -
Decision Reference DRN-4979088
10 Sep 2024 Funding Circle Ltd UpheldBanking and PaymentsDRN-4979088 The complaint A business partnership, which I’ll refer to as D, complains that Funding Circle Ltd unfairly withdrew an offer of lending at the last minute. This complaint has been referred to us by one of the two partners, Mr D. What happened In early 2022, Funding Circle ma... (3 pages)View decision -
Decision Reference DRN-4784460
10 Sep 2024 Barclays Bank UK PLC UpheldConsumer CreditDRN-4784460 The complaint Mr M complains about being chased by a debt collection agency (DCA) about a debt with Barclays Bank UK PLC (Barclays). What happened Mr M has a current account with Barclays. In May 2023 and June 2023, he got letters from a debt collection agency (DCA) concerni... (2 pages)View decision -
Decision Reference DRN-5014253
10 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5014253 The complaint Mr T complains that Barclays Bank UK PLC (“Barclays”) provided him with incorrect information about the categorisation of some transactions on his credit card account. What happened I issued a provisional decision on this complaint last month. In that decision ... (4 pages)View decision