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 362715 results
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Decision Reference DRN-4954731
1 Oct 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4954731 The complaint Miss W and Mr W complained that poor workmanship by Admiral Insurance (Gibraltar) Limited (“Admiral”) under their motor policy caused the engine in their car to fail. Miss W and Mr W had representation for this complaint, but for ease and simplicity, I’ll only ... (2 pages)View decision -
Decision Reference DRN-5028410
1 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5028410 The complaint Ms A says Barclays Bank UK PLC lied to her about having sent copy statements. What happened Ms A requested three months’ statements to be sent by post. When they did not arrive she messaged Barclays again and was told there had been a technical issue so they ha... (2 pages)View decision -
Decision Reference DRN-5053616
1 Oct 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5053616 The complaint Mrs B complains that American Express Services Europe Limited treated her unfairly regarding a dispute about a transaction funding a property rental. What happened In July 2023 Mrs B was interested in a property rental on an introducer ... (9 pages)View decision -
Decision Reference DRN-5042848
1 Oct 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5042848 The complaint Mr and Mrs V feel that Barclays unfairly applied an early repayment charge (ERC) when they redeemed their mortgage early. What happened Mr and Mrs V had a mortgage with Barclays and were paying a fixed interest rate of 1.17% until 30 November 2023. It was Mr ... (5 pages)View decision -
Decision Reference DRN-5053626
1 Oct 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5053626 The complaint Mr H is unhappy with how Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) handled a quality of service claim he made to them. What happened Mr H booked flights for his family via a travel agent I shall call “D” in June 2022 to the sum of £1243.98 fo... (6 pages)View decision -
Decision Reference DRN-5051595
1 Oct 2024 Bank of Scotland Plc UpheldMortgagesDRN-5051595 The complaint Mr and Mrs S complain that Bank of Scotland plc trading as Halifax repeatedly confirmed they were on a variable rate, when it had actually committed them to a new fixed rate. Mr and Mrs S say they didn’t want that, and it cost them more when they moved house. W... (6 pages)View decision -
Decision Reference DRN-5037111
1 Oct 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5037111 The complaint Mrs L complains about the level of cover provided by her pet insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”) and about the premium she has to pay for that cover. What happened Mrs L took out a pet insurance policy underwritten by RSA in... (3 pages)View decision -
Decision Reference DRN-5054033
1 Oct 2024 Wakam UpheldInsuranceDRN-5054033 The complaint Mr P has complained that Wakam recorded a claim against his record incorrectly as a fault claim and that this affected the premium he paid over a long period under his 30 day rolling motor (private hire) insurance policies. What happened Mr P discovered that a... (3 pages)View decision -
Decision Reference DRN-4955610
1 Oct 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4955610 The complaint Mr F and Mr J complain that Inter Partner Assistance SA (IPA) declined their claim against their travel insurance policy. What happened In summary, Mr F and Mr J have an annual travel insurance policy underwritten by IPA. The policy started in May 2023. In Oct... (3 pages)View decision -
Decision Reference DRN-5047137
1 Oct 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5047137 The complaint Ms D complains that Wise Payments Limited, trading as Wise, closed her Wise account immediately and with no explanation. Ms D would like compensation and an explanation for the closure of her account. What happened I sent Ms D and Wise a provisional decision in... (3 pages)View decision
