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 360982 results
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Decision Reference DRN-4981588
2 Oct 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4981588 The complaint Mr and Mrs W complain about how Inter Partner Assistance SA (“IPA”) has declined to provide them with a refund, after cancelling their travel insurance policy. Mr W brought the complaint to us, so for ease, I’ve referred mainly to him. What happened In Octobe... (3 pages)View decision -
Decision Reference DRN-5024937
2 Oct 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5024937 The complaint Mr and Mrs B have complained that Accredited Insurance (Europe) Limited (‘Accredited’) declined their claim for storm damage under their home insurance policy and about its general handling of the matter. For the avoidance of doubt, the term ‘Accredited’ includ... (5 pages)View decision -
Decision Reference DRN-4888375
2 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4888375 The complaint Mr M complains that the branch manager at Lloyds Bank PLC unfairly recorded him using a body camera. Mr M’s told us it left him feeling anxious and that his privacy was invaded. What happened In August 2023 Mr M visited a Lloyds branch to make an application f... (2 pages)View decision -
Decision Reference DRN-5055163
2 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5055163 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (15 pages)View decision -
Decision Reference DRN-4799846
2 Oct 2024 Barclays Bank UK PLC Not upheldConsumer CreditDRN-4799846 The complaint Miss I complains about a loan and an overdraft account provided to her by Barclays Bank UK PLC (“Barclays”). In summary, she doesn’t feel the process she went through to get the loan and increase the overdraft limit was responsible. And she feels that Barclays ... (5 pages)View decision -
Decision Reference DRN-4764151
2 Oct 2024 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-4764151 The complaint Mr S complains about a fee Blue Motor Finance Ltd (“Blue Motor”) charged him for the collection of his car and about what he says is its refusal to provide him with a breakdown of the sum it says he now owes it. What happened In November 2019 Mr S entered into ... (4 pages)View decision -
Decision Reference DRN-5040259
2 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5040259 The complaint Mr H is unhappy with how esure Insurance Limited dealt with a motor insurance claim. What happened Mr H held a motor insurance policy was esure. In October 2022, Mr H was involved in an accident involving another vehicle. He notified esure and the matter was c... (4 pages)View decision -
Decision Reference DRN-4947389
2 Oct 2024 Skipton Building Society Not upheldBanking and PaymentsDRN-4947389 The complaint Mr S complains as representative of Mrs S, Skipton Building Society (Skipton) provided poor customer service when dealing with a maturing savings bond. What happened Mr S says his wife held a savings bond with Skipton which was due to mature in November 2023. M... (4 pages)View decision -
Decision Reference DRN-4609394
2 Oct 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4609394 The complaint Mr D has complained that National Westminster Bank Plc (“NatWest”) acted inappropriately when it increased his overdraft limit twice in 2017. He also believes the bank failed to spot the unusual activity on his account or the fact that he was struggling with a ... (4 pages)View decision -
Decision Reference DRN-5047802
2 Oct 2024 Amtrust Europe Limited Not upheldInsuranceDRN-5047802 The complaint Mr O complains that Amtrust Europe Limited unfairly declined a claim under his legal expenses insurance policy. Where I refer to Amtrust, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed... (3 pages)View decision
