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 125267 results
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Decision Reference DRN-3769793
20 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3769793 Complaint Miss M is unhappy that Barclays Bank UK PLC won’t refund the money she lost when she fell victim to an investment scam. Background In late 2020, a friend of Miss M’s recommended she invest her money with a particular business. Her friend had already invested money wit... (4 pages)View decision -
Decision Reference DRN-3864898
20 Dec 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3864898 The complaint Ms B is unhappy with the way Fairmead Insurance Limited dealt with a claim she made under her buildings insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Ms B got in touch with Fairmead when ... (7 pages)View decision -
Decision Reference DRN-3722396
20 Dec 2022 Amtrust International Underwriters DAC UpheldInsuranceDRN-3722396 The complaint Mr D and Ms R complain that Amtrust International Underwriters DAC unfairly declined their claim on their Structural Warranty Policy. What happened Mr D and Ms R bought a property which had been converted into separate dwellings. The property came with a 10-year i... (4 pages)View decision -
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
