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 120614 results
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Decision Reference DRN-4233857
2 Aug 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4233857 The complaint Mr B complains that Nationwide Building Society closed his accounts, failed to pay him his closing balances, didn’t honour his cheques, failed to pay him his share of its “refer a friend” promotion, and failed to respond promptly to his data subject access request... (3 pages)View decision -
Decision Reference DRN-4279012
2 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4279012 The complaint Ms O complains that Admiral Insurance (Gibraltar) Limited should meet her claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a sports utility vehicle, first registered in 2009. One of its features was keyless entr... (4 pages)View decision -
Decision Reference DRN-4212741
2 Aug 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4212741 The complaint Mr and Mrs Y complain that Great Lakes Insurance SE has turned down a claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties, so I’ve simply set out a summary of what I think are the key events. M... (3 pages)View decision -
Decision Reference DRN-4222577
2 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4222577 The complaint Q, a limited company complains U K Insurance Limited voided its Tradesman’s Insurance policy and didn’t pay a claim it made on it. Q is represented by its director, Mr E. What happened In January 2022 Mr E made a claim on Q’s policy following a theft of tools. As ... (2 pages)View decision -
Decision Reference DRN-4090877
2 Aug 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4090877 The complaint Mr L complains that National Westminster Bank Plc blocked and closed his account. He would like them to correct his credit file and reopen the account. What happened Mr L had accounts with NatWest. NatWest following a review decided to close Mr L’s account. They w... (3 pages)View decision -
Decision Reference DRN-4267428
2 Aug 2023 The Baxendale Insurance Company dac UpheldInsuranceDRN-4267428 The complaint Ms M complains about how The Baxendale Insurance Company DAC has handled her claim under her Transit and Storage Insurance policy. What happened In late 2021 Ms M arranged for her goods to be stored and then transported as she’d moved abroad. She said she paid for... (9 pages)View decision -
Decision Reference DRN-4276393
2 Aug 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4276393 The complaint Mr B complains that Inter Partner Assistance SA (IPA) declined this travel medical insurance claim. My references to IPA include its agents. What happened On 4 June 2021 Mr B took out a single trip travel insurance policy which he extended through an online sales ... (4 pages)View decision -
Decision Reference DRN-4275245
2 Aug 2023 Zurich Insurance PLC UpheldInsuranceDRN-4275245 The complaint Mr W has complained about the premiums charged by Zurich Insurance PLC (Zurich) for a home insurance policy. What happened Several years ago, Mr W took out a home insurance policy through an insurance intermediary. When the policy renewed in May 2022, the premium ... (3 pages)View decision -
Decision Reference DRN-4279644
2 Aug 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4279644 The complaint Mr C complains Hastings Insurance Services Limited, trading as Hastings Direct, (Hastings) sold him a motorbike insurance policy with terms which didn’t reflect what he’d bought. What happened In October 2022, Mr C took out a motorbike insurance policy with Hastin... (2 pages)View decision -
Decision Reference DRN-4007247
2 Aug 2023 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4007247 The complaint Ms I complains about the acts of Mr Y. She says he gave her unsuitable advice to put some money she had into a self-invested personal pension (SIPP) to be able to invest through a discretionary fund manager (DFM) – SVS Securities PLC (SVS). She says Pi Financial L... (11 pages)View decision
