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 121115 results
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Decision Reference DRN-4344265
21 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4344265 The complaint Mr H complains Admiral Insurance (Gibraltar) Limited hasn’t paid him the fair market value for his car following a total loss claim on his motor insurance policy. What happened Mr H made a claim on his motor insurance policy with Admiral. Admiral accepted the clai... (2 pages)View decision -
Decision Reference DRN-4085896
21 Sep 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4085896 The complaint Ms S complains about how Bank of Scotland (“BOS”) handled a payment recall. She’s unhappy at the at the time it took for BOS to process a recall for the payment she’d made in error. What happened On 2 August Ms S mistakenly made a £5,000 transfer to a savings acco... (3 pages)View decision -
Decision Reference DRN-4360975
21 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4360975 The complaint Miss G has complained about her car insurer Admiral Insurance (Gibraltar) Limited regarding repairs it carried out to her car after it was damaged during a storm. What happened Miss G’s car suffered impact damage to the front end and windscreen during a storm. Adm... (3 pages)View decision -
Decision Reference DRN-4351547
21 Sep 2023 Alwyn Insurance Company Limited UpheldInsuranceDRN-4351547 The complaint Mr and Mrs D are unhappy with what Alwyn Insurance Company Limited did after Mr D made a claim on his landlord legal protection insurance policy. All references to Alwyn include its agents and claims handlers. What happened Mr D is the policyholder of a landlord l... (5 pages)View decision -
Decision Reference DRN-4360900
21 Sep 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4360900 The complaint Mrs G has complained about her car insurer Royal & Sun Alliance Insurance Limited (RSA). Following insured repairs, it returned her car to her with faults and, ultimately, two pre-booked holidays were affected with costs being incurred. What happened There was... (4 pages)View decision -
Decision Reference DRN-4322062
21 Sep 2023 Nationwide Building Society UpheldConsumer CreditDRN-4322062 The complaint Mrs P complains that Nationwide Building Society was irresponsible in its lending to her. What happened Mrs P was provided with four loans by Nationwide between 2017 and 2022. She says the loan amount almost tripled and this is due to her struggling financially. S... (4 pages)View decision -
Decision Reference DRN-4358757
21 Sep 2023 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4358757 The complaint J complain DAS Legal Expenses Insurance Company Limited have declined their claim for costs under their legal expenses insurance policy. What happened J had an agricultural tenancy that came to an end in November 2021. In December 2021 they served notice on their ... (4 pages)View decision -
Decision Reference DRN-4344918
21 Sep 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4344918 The complaint A charity, which I will refer to as ‘N’, complains that The Co-Operative Bank Plc is refusing to reimburse some unauthorised transactions on their bank account. N also say that these transactions were unusual to their normal account activity and as such the bank o... (3 pages)View decision -
Decision Reference DRN-4284909
21 Sep 2023 Mars Capital Finance Limited UpheldMortgagesDRN-4284909 The complaint Mrs and Mr G have complained about a secured loan they have with Mars Capital Finance Limited. What happened Mrs and Mr G took out the loan in July 2005. They borrowed £96,000 (plus PPI) over 25 years. The account went into arrears in 2005 and has remained so sinc... (4 pages)View decision -
Decision Reference DRN-4332290
21 Sep 2023 Simplyhealth Access UpheldInsuranceDRN-4332290 The complaint Ms D complains about the decision by Simplyhealth Access to turn down her dental claim. She’s also unhappy with Simplyhealth’s handing of the matter. What happened Ms D is covered under her employer’s Denplan policy, underwritten by Simplyhealth. After Ms D made a... (2 pages)View decision
