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 121479 results
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Decision Reference DRN-5407439
19 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-5407439 The complaint Miss S complains about the decline of a claim she made on her residential property owners policy with Covea Insurance Plc (‘Covea’). Much of Miss S’ dissatisfaction is directed at agents acting on behalf of Covea. As Covea are responsible for the actions of the... (3 pages)View decision -
Decision Reference DRN-5170915
19 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5170915 The complaint Mr B is unhappy with the car supplied to him using a regulated hire purchase agreement with BMW Financial Services(GB) Limited trading as BMW Financial Services. What happened On 26 January 2021 Mr B entered into a regulated hire purchase agreement with BMW for... (3 pages)View decision -
Decision Reference DRN-4944001
19 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-4944001 The complaint Miss R complains Covea Insurance plc has unfairly settled a claim she’s made on her motor insurance policy and is unhappy with the time this took and the impact it had on her. What happened The circumstances of this complaint are well known to the parties and h... (3 pages)View decision -
Decision Reference DRN-5386384
19 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5386384 The complaint Miss H has complained about the handling of a claim made under her home insurance policy by U K Insurance Limited. Miss H is represented by Ms N, but for simplicity I will just refer to representations as being made by Miss H. What happened The details of this ... (2 pages)View decision -
Decision Reference DRN-5399229
19 Mar 2025 West Bay Insurance Plc UpheldInsuranceDRN-5399229 The complaint A company, which I’ll refer to as T, complains that West Bay Insurance Plc trading as Zenith Insurance failed to issue a certificate of structural adequacy following a subsidence claim on T’s buildings insurance policy. Mr M, who is a director of T, brings the ... (3 pages)View decision -
Decision Reference DRN-5410051
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5410051 The complaint Mr G complains Revolut Ltd didn’t do enough to help him when he shared the fact that he has a gambling problem. What happened Mr G has told us that he has a gambling problem for a few years and at the time of this complaint had been in recovery for approximatel... (4 pages)View decision -
Decision Reference DRN-5408704
19 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5408704 The complaint Mr J complains Barclays Bank UK PLC trading as Barclaycard haven’t allowed him to view his credit card account via online banking. What happened Mr J says Barclaycard emailed him about taking out a credit card with a company, who I’ll refer to as “A”. Mr J say... (5 pages)View decision -
Decision Reference DRN-5291386
19 Mar 2025 Al Rayan Bank PLC UpheldBanking and PaymentsDRN-5291386 The complaint Mr O complains Al Rayan Bank PLC made a mishandled a partial ISA transfer and hasn’t compensated him fairly for this. What happened Mr O has an ISA with Al Rayan Bank. He requested a partial transfer of his ISA to another provider – in order to earn a better ra... (2 pages)View decision -
Decision Reference DRN-5409751
19 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5409751 The complaint Mrs B complains that Nationwide Building Society didn’t do enough to help her when she told it about a dispute she had with a merchant, over services paid for using her Nationwide credit card. What happened Mrs B purchased a seven-night stay at a hotel in turke... (4 pages)View decision -
Decision Reference DRN-5268265
19 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5268265 The complaint Mr S, who is represented by a third party, complains that Bank of Scotland plc (‘BoS’) acted irresponsibly when it agreed to provide him with an overdraft facility and then went on to increase the level of credit. He says BoS failed to take into account his rel... (4 pages)View decision
