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 369227 results
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Decision Reference DRN-4878898
13 Aug 2024 AWP P&C S.A. Not upheldInsuranceDRN-4878898 The complaint Mr and Mrs M are unhappy that AWP P&C SA (AWP) declined their travel insurance claim. What happened Mr and Mrs M renewed a worldwide annual travel insurance policy which they took out with a broker. The underwriter on the policy is AWP. Their travel dates w... (2 pages)View decision -
Decision Reference DRN-4849890
13 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4849890 The complaint A company, which I will refer to as D, complains that Barclays Bank UK Plc wrongly closed its bank account. What happened One of our investigators looked at this complaint. Briefly, he said: Barclays began a Know Your Customer (KYC) review of D’s account in... (4 pages)View decision -
Decision Reference DRN-4830522
13 Aug 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4830522 The complaint Miss H complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) didn’t communicate properly when cancelling her motor insurance policy, so she inadvertently drove without cover. Miss H had representation during the claim, but for ease and simplicity, I... (2 pages)View decision -
Decision Reference DRN-4835350
13 Aug 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4835350 The complaint Mr and Mrs W complain that National Westminster Bank Plc (‘NatWest’) won’t refund money they lost when they say they fell victim to a scam. What happened Mr and Mrs W hold a joint account, and each have a personal account with NatWest. The transactions I am co... (4 pages)View decision -
Decision Reference DRN-4851000
13 Aug 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4851000 The complaint Mr R has complained about the market value West Bay Insurance Plc (West Bay) placed on his van when settling a claim made under his motor insurance policy. What happened Mr R held a motor insurance policy, underwritten by West Bay, which covered his van for us... (3 pages)View decision -
Decision Reference DRN-4962262
13 Aug 2024 Skipton Building Society Not upheldBanking and PaymentsDRN-4962262 The complaint S, a trust, complains about the way Skipton Building Society dealt with its application for an account and its subsequent request to add a trustee to the account. S has been represented in this complaint by one of its trustees, Mr R. What happened S was set up ... (3 pages)View decision -
Decision Reference DRN-4930010
13 Aug 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-4930010 The complaint Mrs P complains that DAS Legal Expenses Insurance Company Limited unfairly declined a claim under her legal expenses insurance policy. What happened The detailed background to this complaint is well known to both parties, so I’ll only summarise the key events ... (2 pages)View decision -
Decision Reference DRN-4921798
13 Aug 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4921798 The complaint Ms S is unhappy that Lloyds Bank PLC activated personal offers on her bank account without her permission and that Lloyds sent her messages via her online banking inbox when she’s requested that all correspondence be sent to her by post. What happened Ms S rais... (3 pages)View decision -
Decision Reference DRN-4922155
13 Aug 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4922155 The complaint Mr C, through his representative, complains that Evergreen Finance London Limited, trading as MoneyBoat.co.uk (“MoneyBoat”) lent to him irresponsibly. What happened Mr C took seven loans between September 2020 and August 2021. They ranged from £200 at the begin... (4 pages)View decision -
Decision Reference DRN-4963092
13 Aug 2024 One Insurance Limited UpheldInsuranceDRN-4963092 The complaint Mr and Mrs H complained about the delays One Insurance Limited (“One Insurance”) caused in progressing their motor claim under their policy. They were unhappy with the poor communication received and with the damage caused to their car whilst been in the garage... (5 pages)View decision
