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 370904 results
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Decision Reference DRN-4996505
2 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4996505 The complaint Mrs S has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims she’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s140A”) of the Consumer Cred... (6 pages)View decision -
Decision Reference DRN-4871308
2 Sep 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-4871308 The complaint Mr M complains that Red Sands Insurance Company (Europe) Limited (Red Sands) unfairly declined a claim for his dog, under his pet insurance policy. What happened Mr M claimed to Red Sands for treatment his dog needed. This was declined based on an exclusion fo... (5 pages)View decision -
Decision Reference DRN-4598929
2 Sep 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-4598929 The complaint Mr H’s complaint is about his mortgage account held with Clydesdale Bank Plc. Mr H’s mortgage is with Yorkshire Bank Home Loans Limited, a trading name of Clydesdale. For clarity, I will refer throughout to Clydesdale. Mr H says that in April/May 2023 he lost ... (3 pages)View decision -
Decision Reference DRN-4994931
2 Sep 2024 National Westminster Bank Plc UpheldMortgagesDRN-4994931 The complaint Mr R says he wants National Westminster Bank Plc to apply a payment of Support for Mortgage Interest (“SMI”) to the repayment part only of his mortgage. Although NatWest has previously agreed to do this, Mr R says it’s never happened. What happened Mr R told us... (6 pages)View decision -
Decision Reference DRN-4882114
2 Sep 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4882114 The complaint Mr G and Mrs H complain about the service provided by Admiral Insurance (Gibraltar) Limited (“Admiral”) following a claim for a missing diamond made on their home insurance policy. Admiral are the underwriters of this policy. P... (3 pages)View decision -
Decision Reference DRN-4968449
2 Sep 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4968449 The complaint This complaint relates to a transfer of equity and re-mortgage with Barclays Bank UK PLC in 2023. Mr W believes that an early repayment charge shouldn’t have been charged when he re-mortgaged his jointly owned family home into his sole name with an associated tr... (5 pages)View decision -
Decision Reference DRN-4956537
2 Sep 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4956537 The complaint Mr and Mrs H complain that Barclays Bank UK PLC delayed in providing Mr H with access to their new mortgage account through online banking, which delayed large overpayments they made to their mortgage. Mr and Mrs H wanted Barclays to refund interest. What happe... (4 pages)View decision -
Decision Reference DRN-4956034
2 Sep 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4956034 The complaint Mr W’s complaint is about Amtrust Europe Limited’s rejection of a claim made under the legal expenses section of his home insurance. Amtrust is the underwriter of the legal expenses cover, i.e. the insurer. Part of this complaint concerns the actions of the ag... (4 pages)View decision -
Decision Reference DRN-4823899
2 Sep 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4823899 The complaint Mr L has complained that Haven Insurance Company Limited recorded an incident as a claim against him under his Taxi Insurance policy twice. He thinks this affected his no claim discount (NCD). He’s also unhappy that Haven decided he was 100% at fault for this i... (3 pages)View decision -
Decision Reference DRN-4996696
2 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-4996696 The complaint Mr and Mrs M complain that U K Insurance Limited trading as Churchill Insurance (UKI) declined a claim made under their buildings insurance policy. Where I’ve referred to UKI, this also includes any actions by agents acting on their behalf. What happened In J... (4 pages)View decision
