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 120327 results
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Decision Reference DRN-4342483
11 Sep 2023 Highway Insurance Company Limited UpheldInsuranceDRN-4342483 The complaint Mr H complains that Highway Insurance Company Limited (Highway) declined his claim for storm damage to his garage roof under his home insurance policy. What happened Following a named storm, Mr H contacted Highway to report damage to his garden wall and garage roo... (4 pages)View decision -
Decision Reference DRN-4303437
11 Sep 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4303437 The complaint Mr R has complained that Nationwide Building Society (“Nationwide”) acted irresponsibly by agreeing an overdraft and two loans for him over a short period of time. What happened Mr R applied and was approved for an overdraft of £2,500 on 22 May 2022. In the month ... (3 pages)View decision -
Decision Reference DRN-4079266
11 Sep 2023 Close Brothers Limited UpheldConsumer CreditDRN-4079266 The complaint Mr W has complained that Close Brothers Limited, trading as Close Motor Finance, provided him with a car that wasn’t of satisfactory quality. What happened Mr W took out a finance agreement with Close Brothers, for a used car. After experiencing a number of issues... (2 pages)View decision -
Decision Reference DRN-4342795
11 Sep 2023 Acromas Insurance Company Limited UpheldInsuranceDRN-4342795 The complaint Mr A complains that Acromas Insurance Company Limited unfairly cancelled his motorhome insurance because they didn't like the risk. What happened Mr A held a motorhome insurance policy with Acromas. In January 2023 Mr A was in Spain in his motorhome where he ... (4 pages)View decision -
Decision Reference DRN-4000443
11 Sep 2023 ReAssure Limited UpheldInvestmentsDRN-4000443 The complaint Ms D complains that ReAssure Limited intended to end a whole of life policy that had been assigned to her. What happened In 2019, as part of an agreement with another party, Ms D took ownership of a term assurance policy. Although the policy was taken out with ano... (3 pages)View decision -
Decision Reference DRN-4342288
11 Sep 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4342288 The complaint Mrs J and Mr R are unhappy with the way they have been treated by Barclays Bank UK PLC. They said incorrect missed payments have been reported on their credit file which has caused them a significant amount of stress and worry. What happened Mr R is a landlord wit... (8 pages)View decision -
Decision Reference DRN-4322447
11 Sep 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4322447 The complaint Miss H and Miss P complain that Great Lakes Insurance SE has turned down a claim they made on a travel insurance policy. All references to Great Lakes include the claims handler acting on its behalf. What happened Miss H and Miss P took out a single trip ‘Extra’ t... (4 pages)View decision -
Decision Reference DRN-4340760
11 Sep 2023 Tesco Mobile Limited UpheldConsumer CreditDRN-4340760 The complaint Mrs C has complained that Tesco Mobile Limited continues to ask her to settle a credit agreement she didn’t take out. What happened In September 2022 Mrs C realised she’d been the victim of familial economic abuse. A number of purchases had been made with her debi... (3 pages)View decision -
Decision Reference DRN-4321532
11 Sep 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4321532 The complaint Mr B has complained that Royal & Sun Alliance Insurance Limited (‘RSA’) declined a claim under his home emergency insurance policy following a water leak through the roof. The term ‘RSA’ includes its agents, representatives, and contractors for the purposes of... (4 pages)View decision -
Decision Reference DRN-4315162
11 Sep 2023 Henderson Rowe Ltd UpheldPensions and AnnuitiesDRN-4315162 The complaint Mr R presented (and represented) a collective complaint about a number of investment related accounts held with Henderson Rowe Ltd (‘HR’). The complaint was then split and separated. This decision is only about his accounts and about the following – he says HR fai... (9 pages)View decision
