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 4196 results
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Decision Reference DRN0719856
30 Mar 2015 QBE Insurance (Europe) Limited Not upheldInsurance (excluding PPI)Mr A has complained about QBE Insurance (Europe) Limited’s decision to decline a claim and void his policy as it was not satisfied that he was a motor trader and entitled to a commercial policy.backgroundMr A was involved in a road traffic accident (RTA) on 5 Septem... (2 pages)View decision -
Decision Reference DRN4446466
20 Mar 2019 Barclays Bank UK PLC Not upheldInvestment and pensionsMs T is represented by her solicitor. Her complaint was raised in 2018 and is about Barclays Bank UK PLC. Ms T and her solicitor summarised the complaint as follows: Barclays failed in its obligation to inform Ms T that Amazon shares she purchased around 1998/1999 w... (4 pages)View decision -
Decision Reference DRN-3553535
21 Jun 2022 Haven Insurance Company Limited UpheldInsuranceDRN-3553535 The complaint Mr A complains about the amount Haven Insurance Company Limited (Haven) paid in settlement of his claim after his car was written off, under his motor insurance policy. What happened Mr A contacted Haven in November 2021 to make a claim as he had been involved in ... (4 pages)View decision -
Decision Reference DRN-4634873
21 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4634873 The complaint L has complained about U K Insurance Limited’s (UKI) decision to turn down its claim under its Motor Fleet Insurance policy for a stolen vehicle (vehicle M). It’s also unhappy about the way the claim was handled by UKI. L is represented by Mr C, who is a director ... (4 pages)View decision -
Decision Reference DRN-4338715
27 Oct 2023 U K Insurance Limited UpheldInsuranceDRN-4338715 The complaint Mr M has complained about his van insurer U K Insurance Limited (UKI) regarding a claim he made when his van was stolen. This complaint is about poor service and resultant financial loss. There is a separate complaint considering Mr M’s concerns about the market v... (3 pages)View decision -
Decision Reference DRN-4000141
31 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4000141 The complaint Ms W complains that Admiral Insurance (Gibraltar) Limited didn’t take reasonable steps to ensure her private licence plate wasn’t sold on with the rest of her written off vehicle, following a claim on her motor insurance policy. What happened In November 2021 Ms W... (3 pages)View decision -
Decision Reference DRN-5315587
7 Feb 2025 Standard Life Savings Limited UpheldInvestmentsDRN-5315587 The complaint Mr L complains about Standard Life Savings Limited (abrdn). He’s unhappy with how long it took them to transfer his holdings to another firm. What happened Mr L held investments with abrdn and in early 2023 he requested a transfer of his holdings to another fir... (4 pages)View decision -
Decision Reference DRN-3583483
13 Dec 2022 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3583483 The complaint Mr P says The Prudential Assurance Company Limited (Prudential) is responsible for poor administration and handling of his personal pension arrangements. Specifically, it didn’t act on his instruction to increase his pension contributions and it subsequently faile... (4 pages)View decision -
Decision Reference DRN-3154648
15 Nov 2021 esure Insurance Limited UpheldInsuranceDRN-3154648 The complaint Mr F complains that esure Insurance Limited held him at fault after another driver made a claim against his motor insurance policy. What happened Another driver claimed that Mr F had scraped her car and then fled the scene. Mr F denied this. esure had an independe... (3 pages)View decision -
Decision Reference DRN-3147951
24 Nov 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3147951 The complaint Mr S is a sole trader. He complains that Barclays Bank UK PLC wrongly declined his application for a Bounce Back Loan. What happened Mr S was an existing personal customer of Barclays and approached the bank for a Bounce Back Loan. Barclays declined Mr S’s request... (4 pages)View decision
