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-4300233
15 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4300233 The complaint Miss P has complained about Admiral Insurance (Gibraltar) Limited. She isn’t happy about the way it dealt with a claim under her motor insurance policy. What happened Miss P’s car was repaired by Admiral after she made a claim under her motor insurance policy. Whe... (2 pages)View decision -
Decision Reference DRN-4286057
15 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4286057 The complaint Mr W complains about the settlement that Admiral Insurance (Gibraltar) Limited offered for the total loss of his truck following a claim made on his motor insurance policy. He’s also unhappy with its level of service. Mr W is represented in this matter by Mrs W, a... (3 pages)View decision -
Decision Reference DRN-4264275
15 Aug 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4264275 The complaint S, a business partnership, complains that National Westminster Bank Plc didn’t do enough to help it recover a payment made in error. What happened S explains that on 14 March 2022 it sent a payment of £10,633 to the wrong payee. It contacted NatWest on 15 March 20... (2 pages)View decision -
Decision Reference DRN-4237783
15 Aug 2023 QIC Europe Ltd UpheldInsuranceDRN-4237783 The complaint Mrs D has complained about QIC Europe Ltd. She isn’t happy about the way it dealt with a claim under her home insurance policy following damage during bad weather. What happened Mrs D’s property suffered damage following a storm causing internal ceiling damage aft... (2 pages)View decision -
Decision Reference DRN-4254644
15 Aug 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4254644 The complaint V, a limited company, complains that National Westminster Bank Plc didn’t respond to its letters about the closure of its business. What happened V explains that it wrote to NatWest in October 2021 to tell it that it would be closing its business and that it wante... (3 pages)View decision -
Decision Reference DRN-4299837
15 Aug 2023 Vauxhall Finance plc UpheldConsumer CreditDRN-4299837 The complaint Miss S complains about the quality of a car she financed with Vauxhall Finance plc (‘VF’). What happened The details of this complaint are well known by both parties while the facts are broadly not in dispute – so I will cover these briefly and focus instead on gi... (7 pages)View decision -
Decision Reference DRN-3973373
15 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3973373 The complaint This complaint is brought by Mr M in his capacity as a director of a company I will call DE. The company’s complaint is that delay by HSBC UK Bank Plc in processing a mortgage application caused financial loss to DE, which Mr M wants HSBC to reimburse. What happen... (4 pages)View decision -
Decision Reference DRN-4283358
15 Aug 2023 Agency Management Network Limited UpheldInsuranceDRN-4283358 The complaint A company that I’ll refer to as G has complained that Agency Management Network Limited (AMN) did not place its Marine Cargo insurance policy when requested, which led to its claim not being covered by the insurer. Mr T, a director of G, has brought the complaint ... (7 pages)View decision -
Decision Reference DRN-4300408
15 Aug 2023 BISL Limited UpheldInsuranceDRN-4300408 The complaint Mrs M complains about the information BISL Limited gave her in relation to a claim she made under her motor insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Mrs M took out a motor insurance ... (3 pages)View decision -
Decision Reference DRN-4291096
15 Aug 2023 AWP P&C SA UpheldInsuranceDRN-4291096 The complaint Mrs F and Ms L are unhappy with the service they’ve received from AWP P&C SA when they claimed on their travel insurance policy. What happened Mrs F and Ms L went on holiday in Europe. On arrival at their destination Mrs F fell and broke her hip. She required ... (2 pages)View decision
