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 122405 results
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Decision Reference DRN-3751410
8 Dec 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3751410 The complaint A company, which I’ll refer to as M, complains that Great Lakes Insurance SE (Great Lakes) unfairly declined a vehicle theft claim. M also complains that Great lakes is not taking liability for the storage costs incurred. What happened The background to this compl... (4 pages)View decision -
Decision Reference DRN-4455886
8 Dec 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4455886 The complaint The trustees of a trust which I will refer to as ‘R’, complain about the poor service they received from Barclays Bank UK Plc when updating new trustees’ names on the trust account. They say that this caused financial loss, inconvenience and legal costs. What hap... (4 pages)View decision -
Decision Reference DRN-4458750
8 Dec 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4458750 The complaint Mrs W complains that The Prudential Assurance Company Limited has unfairly changed the Selected Retirement Date (“SRD”) on some of her pension plans. What happened Mrs W holds pension savings with Prudential that are spread across a number of different pension pla... (4 pages)View decision -
Decision Reference DRN-4503134
8 Dec 2023 Sainsbury's Bank Plc UpheldInsuranceDRN-4503134 The complaint Ms R complains that Sainsbury’s Bank Plc said it would charge her a late payment fee for a missed direct debit, and that this led to her contents insurance policy being cancelled. What happened Ms R held contents insurance cover that was taken out through Sainsbur... (3 pages)View decision -
Decision Reference DRN-4455522
8 Dec 2023 Marsh Ltd UpheldInsuranceDRN-4455522 The complaint Mr W, who is a director of V, complains on V’s behalf that Marsh Ltd provided incorrect information to the insurer of its Commercial Combined insurance policy which resulted in the insurer declining V’s claim for a burglary. What happened V bought an insurance pol... (2 pages)View decision -
Decision Reference DRN-4417498
8 Dec 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4417498 The complaint Miss M complains about Lloyds Bank General Insurance Limited’s handling of her home insurance claim. Lloyds is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Lloyds has accepted it is accountable for ... (4 pages)View decision -
Decision Reference DRN-4377842
8 Dec 2023 esure Insurance Limited UpheldInsuranceDRN-4377842 The complaint Ms B complains about how esure Insurance Limited handled a claim she made on her motor insurance policy. Reference to esure, where appropriate, includes its agents. What happened Ms B holds a motor insurance policy with esure. After her car was damaged, she made a... (2 pages)View decision -
Decision Reference DRN-4400473
8 Dec 2023 MoneyGram International Limited UpheldBanking and PaymentsDRN-4400473 The complaint Ms P complains that MoneyGram International Limited has decided not to refund her for a disputed withdrawal. What happened Around August last year, Ms P was sent funds from a family member via MoneyGram. Initially when she tried to collect the funds, MoneyGram sai... (3 pages)View decision -
Decision Reference DRN-4493013
8 Dec 2023 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4493013 The complaint Mr L is unhappy TransUnion International UK Limited (TU) failed to remove a County Court Judgment (CCJ) when they were instructed to do so. What happened I issued my provisional findings to both parties on 20 November 2023 setting out why I thought Mr L’s complain... (4 pages)View decision -
Decision Reference DRN-4502655
8 Dec 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4502655 The complaint Ms H’s complaint is about the handling of a claim under her home emergency insurance policy with Inter Partner Assistance SA (“IPA”), provided as part of a package of benefits by her bank. What happened On 30 April 2022, Ms H made a claim under her policy with IPA... (6 pages)View decision
