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 119923 results
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Decision Reference DRN-3868539
20 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3868539 The complaint Mr S is unhappy that Santander UK Plc hasn’t reimbursed all the money he’s lost to a scam. What’s happened? Mr S has fallen victim to an investment scam. He was contacted by a representative of a company I’ll refer to as ‘L’ and offered attractive returns of 5.95%... (3 pages)View decision -
Decision Reference DRN-3868671
20 Dec 2022 U K Insurance Limited UpheldInsuranceDRN-3868671 The complaint Mrs A has complained about her car insurer U K Insurance Limited (UKI) regarding repairs it completed to her car after it was damaged. What happened UKI repaired Mrs A’s car but she wasn’t happy with what it did. She complained to us and UKI agreed to do further w... (5 pages)View decision -
Decision Reference DRN-3867475
20 Dec 2022 MBNA Limited UpheldBanking and PaymentsDRN-3867475 The complaint Mr B has complained MBNA Limited won’t refund him for transactions he didn’t make using his credit card. What happened In August 2021 Mr B travelled through a couple of countries in Europe. He got back home and noticed an email from MBNA telling him he’d exceeded ... (4 pages)View decision -
Decision Reference DRN-3585459
20 Dec 2022 Berkshire Hathaway International Insurance Ltd UpheldInsuranceDRN-3585459 The complaint Miss H complains about how Berkshire Hathaway International Insurance Ltd dealt with a claim on her car insurance policy. What happened Miss H was involved in an accident in her car so called Berkshire to claim on her policy. As Miss H said she wasn’t at fault for... (5 pages)View decision -
Decision Reference DRN-3843550
20 Dec 2022 Acromas Insurance Company Limited UpheldInsuranceDRN-3843550 The complaint Mr S complains Acromas Insurance Company Limited (Acromas) poorly handled a claim he made on the onward travel cover of his motor breakdown policy. What happened The background of this complaint is known in detail to the parties involved so I’ve summarised the key... (2 pages)View decision -
Decision Reference DRN-3655356
20 Dec 2022 Acasta European Insurance Company Limited UpheldInsuranceDRN-3655356 The complaint Mr B complains Acasta European Insurance Company Limited hasn’t treated him fairly after he made a claim on his building warranty policy. What happened Mr B owns an apartment. There are seven apartments in the block. Three are owned by the freeholder, and the othe... (8 pages)View decision -
Decision Reference DRN-3805696
20 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3805696 The complaint Mr and Mrs M complain that QIC Europe Limited (QIC) declined their claim for storm damage under their home insurance policy. The buildings and contents insurance policy was in joint names but, for ease of reading, I’ll just refer to Mr M throughout my decision. Wh... (3 pages)View decision -
Decision Reference DRN-3655315
20 Dec 2022 Acasta European Insurance Company Limited UpheldInsuranceDRN-3655315 The complaint Mrs D complains Acasta European Insurance Company Limited hasn’t treated her fairly after she made a claim on her building warranty policy. What happened Mrs D owns an apartment. There are seven apartments in the block. Three are owned by the freeholder, and the o... (9 pages)View decision -
Decision Reference DRN-3800343
20 Dec 2022 esure Insurance Limited UpheldInsuranceDRN-3800343 The complaint Mr C says esure Insurance Limited (esure) failed to transfer his motor insurance policy into his son’s name as agreed resulting in additional costs. What happened In April 2022 Mr C says he contacted esure to cancel his motor insurance. This was prior to the polic... (3 pages)View decision -
Decision Reference DRN-3604150
20 Dec 2022 Niche Independent Financial Advisers Limited UpheldPensions and AnnuitiesDRN-3604150 The complaint Mr R complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a personal pension plan. Niche Independent Financial Advisers Limited is responsible for answering this complaint and so to keep things... (10 pages)View decision
