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 128535 results
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Decision Reference DRN-4116406
5 May 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4116406 The complaint Miss B is unhappy with how AA Underwriting Insurance Company Limited (AA) dealt with a claim she made under her motor insurance policy. AA appointed agents to act on its behalf. AA accepts responsibility for these. And any reference to AA also includes these agent... (4 pages)View decision -
Decision Reference DRN-4113531
5 May 2023 U K Insurance Limited UpheldInsuranceDRN-4113531 The complaint E, a firm of loss assessors, complains on behalf of Mr R and Mrs R, directors of P, a company, that U K Insurance Limited trading as NIG Insurance (UKI) has declined a claim for water damage to its let property as it says it had been unoccupied for the preceding 3... (3 pages)View decision -
Decision Reference DRN-4116320
5 May 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4116320 The complaint Mr J complains American Express Services Europe Limited (“AESEL”) sent communications to contact details which weren’t his. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reason... (2 pages)View decision -
Decision Reference DRN-4116200
5 May 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4116200 The complaint Mr and Mrs M complain that AA Underwriting Insurance Company Limited unfairly rejected an escape of water claim under their home insurance policy. Both Mr and Mrs M are named policyholders on their AA policy, so any claim or complaint is brought by them both. But ... (3 pages)View decision -
Decision Reference DRN-3972694
5 May 2023 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-3972694 Complaint Mrs D has complained that Omni Capital Retail Finance Limited (“Omni”) rejected her claim against it under Section 75 of the Consumer Credit Act 1974. Background Mrs D bought solar panels for her home in 2017. The purchase was funded by a loan from Omni, and that busi... (3 pages)View decision -
Decision Reference DRN-4113037
5 May 2023 One Sure Insurance Limited UpheldInsuranceDRN-4113037 The complaint On behalf of his business (‘C’) Mr B says that in 2022 One Sure Insurance Limited mis-sold a motor traders policy for C, which was later cancelled by the insurer. What happened Mr B had bought policies to cover C’s vehicles through One Sure since 2015. In March 20... (4 pages)View decision -
Decision Reference DRN-4080594
5 May 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4080594 The complaint N, a limited company, complains that Metro Bank PLC, blocked its account in error. What happened N says that it was contacted by Metro Bank after one of its directors had resigned. And that the remaining director went to a branch to change the mandate. N found out... (2 pages)View decision -
Decision Reference DRN-4015169
5 May 2023 KBFS Financial Limited UpheldPensions and AnnuitiesDRN-4015169 The complaint Mr B complained that he was given unsuitable advice to transfer his defined benefit (DB) Occupational Pension Scheme (OPS), to a type of personal pension. Although trading at the time under a different name, KBFS Financial Limited is now responsible for answering ... (8 pages)View decision -
Decision Reference DRN-4051732
5 May 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4051732 The complaint Ms B complains that Clydesdale Bank Plc (trading as Virgin Money) declined her claim for compensation under section 75 of the Consumer Credit Act 1974 in relation to her purchase of a package holiday. What happened In September 2021 Ms B paid £5,660 for a package ... (3 pages)View decision -
Decision Reference DRN-4116061
5 May 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4116061 The complaint Mrs B complains about Lloyds General Insurance Limited (Lloyds) who declined her claim under her home insurance policy. What happened Mrs B contacted Lloyds to make a claim as she noticed that there was a leak in her home. Lloyds sent a surveyor to assess the dama... (5 pages)View decision