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-4688589
12 Aug 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4688589 The complaint Mr S complains that ReAssure Limited caused unreasonable delays in handling his request to withdraw benefits from his Personal Pension Plan (PPP). What happened On 7 November 2023, Mr S contacted ReAssure about withdrawing all funds held within his PPP – ReAssu... (3 pages)View decision -
Decision Reference DRN-4961262
12 Aug 2024 Covea Insurance plc UpheldInsuranceDRN-4961262 The complaint Mr K complains about the settlement he’s been offered by Covea Insurance plc (Covea) following a claim made under his commercial motor trade policy. What happened Mr K has a commercial motor trade policy underwritten by Covea. The policy covers Mr K as a motor... (3 pages)View decision -
Decision Reference DRN-4918778
12 Aug 2024 Arch Insurance (UK) Limited UpheldInsuranceDRN-4918778 The complaint Mr R complains that Arch Insurance Company (UK) Limited declined his travel insurance claim. My references to Arch include its agents. What happened Mr R has travel insurance through his employer’s group policy, the insurer is Arch. While he was driving a hire... (2 pages)View decision -
Decision Reference DRN-4959542
12 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4959542 The complaint Mrs H complains, on behalf of L – which is a limited company and how I will refer to it hereafter – that Barclays Bank PLC didn’t process an application for a Support for Mortgage Interest (SMI) loan having lost the form she provided. She also complains about t... (4 pages)View decision -
Decision Reference DRN-4931238
12 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4931238 The complaint Miss R has complained about Creation Consumer Finance Ltd (‘Creation’)’s response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking into account Section 140A... (5 pages)View decision -
Decision Reference DRN-4960671
12 Aug 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4960671 The complaint Mr M complains that Barclays Bank UK PLC unfairly held him liable for some disputed payments and because he’s unhappy with its decision to close his account. What happened Around November 2022, Mr M raised a dispute with Barclays for the following payments: 6... (2 pages)View decision -
Decision Reference DRN-4960853
12 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4960853 The complaint Mr B complains that Santander UK Plc failed to protect his account. What happened Mr B explained that he received notification from Santander that someone had changed the phone number linked to his account. When he contacted Santander about it, they removed the... (3 pages)View decision -
Decision Reference DRN-4638410
12 Aug 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-4638410 The complaint Mr M complains that J D Williams & Company Limited, trading as Jacamo, didn’t tell him his direct debit wouldn’t be taken on time and that they were unreasonable to report a missed payment to his credit file. What happened Mr M’s October 2023 statement from... (2 pages)View decision -
Decision Reference DRN-4957556
12 Aug 2024 Pinnacle Insurance Plc UpheldInsuranceDRN-4957556 The complaint Miss N complains that Pinnacle Insurance Plc declined her claim under her pet insurance. My references to Pinnacle include its agents. What happened On 16 January 2023 Miss N took out a pet insurance policy on-line for her dog through a well known retailer, Pin... (5 pages)View decision -
Decision Reference DRN-4928366
12 Aug 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4928366 The complaint Miss B complains that MBNA Limited lent irresponsibly when it gave her a credit card in December 2019, and later increased her credit limit in November 2023. What happened Miss B applied, and was accepted, for a credit card with MBNA in December 2019. Her initi... (4 pages)View decision
