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 375868 results
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Decision Reference DRN-5412006
20 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5412006 The complaint Mr H is unhappy American Express Services Europe Limited (Amex) did not tell him that his Direct Debit for his credit card had not been set up. What happened I set out the background to this complaint in more detail in my provisional decision which both partie... (7 pages)View decision -
Decision Reference DRN-5389448
20 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5389448 The complaint Mr D, Ms Z and Mrs Z have complained that U K Insurance Limited (UKI) declined a claim they made on a travel insurance policy. As it is Ms Z leading on the complaint, for ease, I will mostly just be referring to her in this decision. What happened Ms Z booked... (3 pages)View decision -
Decision Reference DRN-5406255
20 Mar 2025 Pension Insurance Corporation plc UpheldPensions and AnnuitiesDRN-5406255 The complaint Mr C complains that Pension Insurance Corporation plc (‘PIC’) has provided him with a poor service in response to requests that he has made for information and his requests that it desist in sending him marketing emails. Mr C has additionally asked us to interv... (5 pages)View decision -
Decision Reference DRN-5409835
20 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5409835 The complaint Mrs R complains that Lloyds Bank PLC misled her over how often she would receive statements on her account and have failed to send her the statement they promised. What happened Mrs R held a passbook account which Lloyds chose to discontinue. It wrote to all af... (3 pages)View decision -
Decision Reference DRN-4747251
20 Mar 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4747251 The complaint Mr L complains about how American Express Services Europe Limited (AESEL) came to the decision that his credit card account (“account”) should be closed. What happened On 7 August 2023 AESEL blocked Mr L’s credit card following a review. This review was trigger... (4 pages)View decision -
Decision Reference DRN-5410897
20 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5410897 The complaint Mrs S and Mr S are complaining about the way Advantage Insurance Company Limited has handled a claim Mr S made on his car insurance policy. Mr S has largely represented both complainants in the handling of the claim and complaint. What happened In December 2023... (3 pages)View decision -
Decision Reference DRN-5114402
20 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5114402 The complaint C, a limited company, complains National Westminster Bank Plc (NatWest) blocked its account. C is represented by Mr T, a director. What happened C was contacted by NatWest as it needed to carry out a review. NatWest asked for various things from C and, at tim... (4 pages)View decision -
Decision Reference DRN-5104539
20 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5104539 The complaint P, a micro-enterprise, is unhappy that UK Insurance Limited trading as Direct Line declined a claim made on their personal accident policy. What happened P has a personal accident policy which covers a named person in the event of temporary or permanent disable... (2 pages)View decision -
Decision Reference DRN-5411957
20 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5411957 The complaint Ms S complains U K Insurance Limited trading as Direct Line (“UKI”) Insurance sold her landlord insurance policy that wouldn’t have covered her type of property. What happened In 2022 Ms S bought her home from a family member, it was a home in multiple occupan... (2 pages)View decision -
Decision Reference DRN-5393846
20 Mar 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5393846 The complaint H, a micro-enterprise, complains that The National Farmers’ Union Mutual Insurance Society Limited, declined a claim made on their group income protection scheme. What happened H has a ‘Farm Select’ policy which includes cover for their employees for accidents,... (4 pages)View decision
