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 122183 results
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Decision Reference DRN-4141332
22 May 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4141332 The complaint Mr and Mrs S complain that Barclays Bank UK PLC has unfairly increased their overdraft limit to an unaffordable level. What happened Mr and Mrs S say that Barclays increased their overdraft level to an unaffordable level. They also say they told Barclays about the... (2 pages)View decision -
Decision Reference DRN-4049993
22 May 2023 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-4049993 The complaint Mr R and Mrs R complain about delays and customer service by Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. in relation to a travel insurance claim. What happened The details of this complaint are well known to both parties, so I won’t rep... (2 pages)View decision -
Decision Reference DRN-4133846
22 May 2023 Calpe Insurance Company Limited UpheldInsuranceDRN-4133846 The complaint Mr P complains that Calpe Insurance Company Limited avoided his car insurance policy (treated it like it never existed) and refused to pay his claim What happened In August 2021 Mr P took out a car insurance policy with Calpe Insurance through an online comparison... (6 pages)View decision -
Decision Reference DRN-4146069
22 May 2023 U K Insurance Limited UpheldInsuranceDRN-4146069 The complaint Miss C has complained that U K Insurance Limited (UKI) disposed of items without her agreement while it was dealing with a claim under her home insurance policy. References to UKI include contractors and companies acting on its behalf. What happened Miss C had a f... (5 pages)View decision -
Decision Reference DRN-4141058
22 May 2023 U K Insurance Limited UpheldInsuranceDRN-4141058 The complaint Mr S complains that UK Insurance Limited (“UKI”) declined a claim under his motor insurance policy. Mr S is represented in this case, but for ease I will refer to Mr S throughout. What happened In September 2021 Mr S bought a motor insurance policy covering his hi... (6 pages)View decision -
Decision Reference DRN-4034310
22 May 2023 Bamboo Limited UpheldConsumer CreditDRN-4034310 The complaint Mrs G says Bamboo Limited, trading as Bamboo Loans, irresponsibly lent to her. What happened This complaint is about a 48-month instalment loan for £8,000 that Bamboo provided to Mrs G on 5 May 2021. The monthly repayments were £289.49 and the total repayable was ... (3 pages)View decision -
Decision Reference DRN-4138843
22 May 2023 Covea Insurance plc UpheldInsuranceDRN-4138843 The complaint Mrs S complains about Covea Insurance plc and the amount they offered her to settle her claim following the loss of her engagement ring. What happened Mrs S held a home insurance policy, underwritten by Covea. Within this policy, Mrs S specified her ring, estimati... (3 pages)View decision -
Decision Reference DRN-4144954
22 May 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4144954 The complaint Mrs C complains that ReAssure Limited (ReAssure), then Guardian Financial Services, gave misinformation which led her to believe she’d be entitled to a spousal annuity upon her late husband, Mr C, passing away. What happened As the events are well known to both pa... (3 pages)View decision -
Decision Reference DRN-4142708
22 May 2023 Nationwide Building Society UpheldMortgagesDRN-4142708 The complaint Ms C complained that when Nationwide Building Society set up her remortgage, it used incorrect bank details, and didn’t send a payment of £500 cashback she was expecting. She also complained that its information was poor, and about how difficult it had been to con... (6 pages)View decision -
Decision Reference DRN-3927279
22 May 2023 Assurant General Insurance Limited UpheldInsuranceDRN-3927279 The complaint Miss M complains about Assurant General Insurance Limited’s (Assurant) poor service following a claim under her gadget insurance policy. What happened Miss M had damage to her phone and contacted Assurant to make a claim. The claim was accepted, and Miss M sent he... (3 pages)View decision
