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 381196 results
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Decision Reference DRN-5233736
18 Feb 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5233736 The complaint Mrs C and Mr C have complained about Watford Insurance Company Europe Limited. They weren’t happy about the way it declined a claim under their motor insurance policy. Any reference to Watford Insurance includes any agents that it is responsible for unless spec... (2 pages)View decision -
Decision Reference DRN-5301477
18 Feb 2025 National Westminster Bank Plc Not upheldMortgagesDRN-5301477 The complaint Ms D believes she was treated unfairly by National Westminster Bank Plc (NatWest) when it declined her application to port (transfer) her mortgage interest rate product onto a new mortgage on another property. Ms D says this is “sharp practice” by NatWest, and ... (3 pages)View decision -
Decision Reference DRN-5265113
18 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5265113 The complaint Mr R has complained that Barclays Bank UK PLC, trading as Barclaycard, unfairly reduced his credit card limit, without adequate consideration or communication. What happened Mr R has been a long-term customer of Barclaycard. However, he has complained that it w... (2 pages)View decision -
Decision Reference DRN-5113922
18 Feb 2025 Santander UK Plc Not upheldMortgagesDRN-5113922 The complaint Mr W complains that Santander UK Plc lent irresponsibly when agreeing his interest only mortgage in 2008. And it didn’t treat him fairly when the mortgage term ended, leading him to sell his home. What happened Mr W is represented by Mrs S (a family member) in... (3 pages)View decision -
Decision Reference DRN-5309913
18 Feb 2025 BISL Limited UpheldInsuranceDRN-5309913 The complaint Mr B complains about how BISL Limited, an insurance intermediary, administered his motor insurance policy. What happened There’s been considerable confusion in this case. In summary, Mr B had a motor insurance policy administered by BISL. In October 2023, it s... (5 pages)View decision -
Decision Reference DRN-5274582
18 Feb 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5274582 The complaint Mr K and Mrs K complain about the way Lloyds Bank General Insurance Limited (trading as Halifax) handled a claim they made on their home insurance policy. Mr K has acted as the main representative during the claim and complaint process. So, for ease of referen... (3 pages)View decision -
Decision Reference DRN-5170911
18 Feb 2025 Interactive Investor Services Limited UpheldInvestmentsDRN-5170911 The complaint Mr W complains Interactive Investor Services Limited (‘Interactive Investor’) closed his Stocks and Shares ISA and share dealing accounts without his permission. What happened Mr W held three accounts with Interactive Investor; a share dealing account opened on... (3 pages)View decision -
Decision Reference DRN-5154645
18 Feb 2025 IFAST GLOBAL BANK LIMITED Not upheldBanking and PaymentsDRN-5154645 The complaint Mr P complains that iFAST GLOBAL BANK (iFAST) closed his account without reason. He would like fair compensation for the financial loss, distress, and inconvenience. What happened The details of this complaint are well known to both parties, so I won’t repeat ... (2 pages)View decision -
Decision Reference DRN-5247009
18 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5247009 The complaint Mr M has complained about the way Admiral Insurance (Gibraltar) Limited dealt with a claim he made on his motor insurance policy as well as the service it provided . Admiral is the underwriter of this policy i.e., the insurer. During the claim Mr M also dealt ... (6 pages)View decision -
Decision Reference DRN-5338495
18 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5338495 The complaint Ms T complains that Royal & Sun Alliance Insurance Limited (“RSA”) avoided her policy and declined her claim for damage resulting from an escape of water, under her home buildings insurance policy. What happened In December 2022 Ms T contacted RSA to make ... (4 pages)View decision
