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 125299 results
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Decision Reference DRN-3696223
3 Oct 2022 Assurant General Insurance Limited UpheldInsuranceDRN-3696223 The complaint Mr F is unhappy that Assurant General Insurance Limited (AGI) has refused to handle his claim until he returns a phone issued to him following a different claim on a different policy. What happened Mr F had mobile phone insurance, underwritten by AGI, and provided... (2 pages)View decision -
Decision Reference DRN-3731424
3 Oct 2022 Close Brothers Limited UpheldConsumer CreditDRN-3731424 The complaint Mr T complains that Close Brothers Limited trading as Close Brothers Motor Finance (“Close Brothers”) was wrong to invoice him for damages after he returned a car that he had been supplied with under a conditional sale agreement (“agreement”). What happened In Apr... (4 pages)View decision -
Decision Reference DRN-3681694
3 Oct 2022 Haven Insurance Company Limited UpheldInsuranceDRN-3681694 The complaint Mr R has complained about the amount Haven Insurance Company Limited paid in settlement of a claim he made under his commercial motor insurance policy. What happened The details of this complaint are well known to both parties, so I will not repeat them again in f... (3 pages)View decision -
Decision Reference DRN-3663826
3 Oct 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3663826 The complaint Mr I complains about Domestic and General Insurance PLC (D&G) who declined his claim under his gadget insurance policy. What happened Mr I held a gadget insurance policy with D&G, that allowed him to add and remove products he wished to be covered. On 11 A... (4 pages)View decision -
Decision Reference DRN-3731326
3 Oct 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3731326 The complaint Mr and Mrs F complain The Royal Bank of Scotland Plc (RBS) treated them unfairly when they asked for a mortgage payment deferral during the coronavirus pandemic. What happened In around September 2019 Mr and Mrs F took out a business loan of around £350,000 secure... (4 pages)View decision -
Decision Reference DRN-3710450
3 Oct 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3710450 The complaint Mr G complains Barclays Bank UK PLC (Barclays) caused excessive delays in dealing with his mortgage application which resulted in him paying extra interest costs on a bridging loan. What happened Mr G says he had a mortgage approved by Barclays in March 2021, whic... (3 pages)View decision -
Decision Reference DRN-3699892
3 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3699892 The complaint Ms S is unhappy that Barclays Bank UK PLC (Barclays) won’t refund money she says was stolen from her, and with how Barclays have treated her as a customer. What happened Ms S brought a complaint to our service, raising multiple issues including: She’s lost over £... (6 pages)View decision -
Decision Reference DRN-3731057
2 Oct 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3731057 The complaint Mr W complains that Metro Bank PLC unfairly closed his account, lodged a fraud marker against him and provided poor customer service. What happened Mr W received a payment into his account from an organisation that he’d been helping out. Mr W had received other sm... (5 pages)View decision -
Decision Reference DRN-3731017
2 Oct 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3731017 The complaint Mr W complains that Metro Bank PLC unfairly closed his account, lodged a fraud marker against him and provided poor customer service. What happened Mr W received a payment into his account from an organisation that he’d been helping out. Mr W had received other sm... (5 pages)View decision -
Decision Reference DRN-3619278
30 Sep 2022 ITI Capital Limited UpheldInvestmentsDRN-3619278 The complaint Mrs P complains ITI Capital Limited (“ITI Capital”) took too long to sell her holdings and make her cash available to be drawn from her pension. She says she suffered losses as a result. What happened Mrs P had a pension operated by a third party. The pension held... (5 pages)View decision
