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 119592 results
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Decision Reference DRN-3620358
29 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3620358 The complaint Miss B complains that her home insurer Royal & Sun Alliance Insurance Limited (RSA) has mishandled and delayed her claim. She wants fair payment in respect of the damage suffered to her property and possessions. References to RSA include all relevant actions t... (6 pages)View decision -
Decision Reference DRN-3793940
29 Nov 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3793940 The complaint Miss D complains about how she was treated by National Westminster Bank Plc (NatWest) when she went into branch to change the name on her credit card account. What happened Miss D has had a credit card account with NatWest for a number of years. She says she conta... (3 pages)View decision -
Decision Reference DRN-3780152
29 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3780152 The complaint Miss H complains that Royal & Sun Alliance Insurance Limited (“RSA”) has unfairly handled a subsidence claim made under her buildings insurance. Any reference to Miss H or RSA includes respective agents or representatives. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-3822618
29 Nov 2022 AWP P&C SA UpheldInsuranceDRN-3822618 The complaint Mrs V complains that AWP P&C SA (“AWP”) has unfairly handled a refund request related to an event insurance policy. What happened The background of this complaint is well known. So, I’ve summarised events. Mrs V booked concert tickets for an event in June 202... (2 pages)View decision -
Decision Reference DRN-3443514
29 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3443514 The complaint Miss B complains about the way NewDay Ltd trading as Fluid managed her account and for providing her with misleading information. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dis... (2 pages)View decision -
Decision Reference DRN-3814389
29 Nov 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3814389 The complaint Mrs V complains about Lloyds Bank General Insurance Limited (LGI) and the way they’ve handled her home insurance claim as well as the settlement offer they’ve made. What happened Mrs V held a home insurance policy, underwritten by LGI. Unfortunately, in March 2022... (5 pages)View decision -
Decision Reference DRN-3830585
29 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3830585 The complaint Mrs R is unhappy that HSBC UK Bank Plc (HSBC) won’t refund money she says was stolen from her. What happened Mrs R is complaining about two separate sets of transactions. The first are debit card payments which she says weren’t made by her. The second set of payme... (4 pages)View decision -
Decision Reference DRN-3825614
29 Nov 2022 Zopa Limited UpheldConsumer CreditDRN-3825614 Complaint Mr C has complained that Zopa Limited (“Zopa”) unfairly arranged for him to be provided with unaffordable loans. He says the appropriate checks weren’t carried out and this led to him being provided with unaffordable loans. Background Zopa operated the electronic syst... (9 pages)View decision -
Decision Reference DRN-3818240
29 Nov 2022 Ageas Insurance Limited UpheldInsuranceDRN-3818240 The complaint Miss S has complained about her car insurer, Ageas Insurance Limited as she believes it prejudiced her chance of obtaining a settlement in a personal injury claim after she sustained injury during a road traffic accident. What happened Miss S was waiting in a yell... (3 pages)View decision -
Decision Reference DRN-3802078
28 Nov 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3802078 The complaint Mr W complains that Barclays Bank UK PLC lent irresponsibly when it approved his credit card and later increased the credit limit. What happened Mr W applied for a credit card with Barclays in 2016. Barclays approved the application and gave Mr W a credit card wit... (3 pages)View decision
