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 125400 results
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Decision Reference DRN-4400192
13 Nov 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4400192 The complaint Mr C complains about how his insurer, Mulsanne Insurance Company Limited (Mulsanne) dealt with the write off of his vehicle after an accident under his motor insurance policy. Any reference to Mulsanne in this decision includes their agents. This decision covers M... (6 pages)View decision -
Decision Reference DRN-4214687
13 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4214687 The complaint Mr A complains that Barclays Bank UK PLC trading as Barclaycard cancelled the direct debit for his credit card account, which left him with missed payments recorded on his credit file. Following this, Barclaycard also took the decision to decrease Mr A’s credit li... (3 pages)View decision -
Decision Reference DRN-4347336
13 Nov 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4347336 The complaint Ms M complains that American Express Services Europe Limited (AESEL) was irresponsible in its lending to her. What happened Ms M was provided with an AMEX credit card by AESEL in June 2016. The initial credit limit was £1,000. The credit limit was then increased o... (3 pages)View decision -
Decision Reference DRN-4386214
13 Nov 2023 One Insurance Limited UpheldInsuranceDRN-4386214 The complaint Mrs D complains about how One Insurance Limited (“One”) handled a claim under her motor insurance policy. What happened Mrs D had a motor insurance policy with One covering her car. Mrs D has supplied One and this service a detailed timeline of her claim and I tha... (3 pages)View decision -
Decision Reference DRN-3998067
13 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3998067 The complaint Mr H complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In late 2012, Mr H says he was approached... (42 pages)View decision -
Decision Reference DRN-4321744
13 Nov 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4321744 The complaint Mr M complains about the way Nationwide Building Society (‘Nationwide’) handled a claim he made to it. What happened The background facts of this case are well known to both parties so I will only cover these briefly here. Mr M and his partner were due to travel t... (5 pages)View decision -
Decision Reference DRN-4117187
13 Nov 2023 HDI Global Specialty SE UpheldInsuranceDRN-4117187 The complaint Mr and Mrs S complain that HDI Global Speciality SE declined a claim they made under their buildings insurance policy for subsidence. Reference to HDI includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the... (3 pages)View decision -
Decision Reference DRN-4431814
13 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4431814 The complaint Mrs L complains that the amount Admiral Insurance (Gibraltar) Limited (‘Admiral’) offered to settle her motor insurance claim is too low. What happened Mrs L has a fully comprehensive motor insurance policy with Admiral. On 31 March 2023, her vehicle was damaged a... (3 pages)View decision -
Decision Reference DRN-4423217
13 Nov 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4423217 The complaint Mr F considers Royal & Sun Alliance Insurance Limited’s (RSA) decision to withdraw cover under his legal expenses insurance (LEI) policy to be unfair. Any reference to RSA includes the actions of its agent. What happened The circumstances of this complaint are... (6 pages)View decision -
Decision Reference DRN-4447774
13 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4447774 The complaint Mrs S has complained Santander UK plc won’t refund money for two transactions on a credit card that weren’t authorised. What happened Mrs S is the main cardholder on a credit card account with Santander. Her husband, Mr S, is a secondary cardholder. His card, endi... (3 pages)View decision
