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-4676293
20 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4676293 The complaint Miss I has complained about the service she received from esure Insurance Limited when she made a claim under her motor policy when her car was stolen. What happened Miss I’s car was stolen, and the police found it around a day later. Esure told Miss I to get the ... (5 pages)View decision -
Decision Reference DRN-4798953
20 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4798953 The complaint Mr and Mrs P has complained about the way Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim they made on their home emergency insurance policy. Reference to RSA includes its agents and representatives. What happened The circumstances of this compl... (2 pages)View decision -
Decision Reference DRN-4863959
20 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4863959 The complaint Mr A has complained that Barclays Bank UK PLC (‘Barclays’) closed his savings account without an explanation and told him he can’t bank with it again. He wants the account to be reopened. What happened Mr A said he opened a savings account with Barclays in order t... (4 pages)View decision -
Decision Reference DRN-4861175
20 Jun 2024 BUPA Insurance Limited UpheldInsuranceDRN-4861175 The complaint Mrs O complains that BUPA Insurance Limited both mis-sold her private medical insurance policy and charged too much for it. What happened Mrs O purchased a private medical insurance policy in 1993. It was unwritten by BUPA Insurance Limited and renewed annually un... (5 pages)View decision -
Decision Reference DRN-4824410
20 Jun 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4824410 The complaint Mr and Mrs B are unhappy that Chaucer Insurance Company Designated Activity Company declined a claim they made on their travel insurance policy. What happened Mr and Mrs B had booked a cruise holiday. They cancelled their trip because a relative became very unwell... (2 pages)View decision -
Decision Reference DRN-4723626
20 Jun 2024 Merlin Financial Services Limited UpheldPensions and AnnuitiesDRN-4723626 The complaint Mr E complains about the outcome of the review carried out by Merlin Financial Services Limited (“Merlin”) in connection with the FCA’s consumer redress scheme for the British Steel Pension Scheme (“BSPS”) – to make my findings easier to follow, I’ll refer to this... (11 pages)View decision -
Decision Reference DRN-4863219
20 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4863219 The complaint A company, which I’ll refer to as M, complains that Barclays Bank UK PLC – trading as Barclaycard (Barclaycard) made a number of errors during the conduct of their Know Your Customer review (KYC) - including closing one of its accounts without notice. In bringing ... (3 pages)View decision -
Decision Reference DRN-4636165
20 Jun 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4636165 The complaint Mr B complained about end of contract charges for a car supplied on finance by Stellantis Financial Services UK Limited (Stellantis). What happened Stellantis supplied Mr B with a used car on a hire purchase agreement in September 2020. The car was already around ... (6 pages)View decision -
Decision Reference DRN-4355261
20 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4355261 The complaint Mrs K complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened Mrs K was the victim of a job task scam after being contacted online by someone who claimed they could offer her work. She was told that she could ... (5 pages)View decision -
Decision Reference DRN-4863346
20 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4863346 The complaint Mrs W has complained that HSBC UK Bank Plc (‘HSBC’) blocked her accounts and left her without access to any money. She doesn’t think this was fair and would like compensation. What happened I issued a provisional decision on this complaint earlier this month. An e... (5 pages)View decision