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 371633 results
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Decision Reference DRN-4958346
4 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4958346 The complaint Mr and Mrs L complained that esure Insurance Limited (“esure”) and its representatives took too long to progress and settle their home insurance claim due to poor service. What happened Mr and Mrs L made a claim when a leak in their home caused significant dama... (4 pages)View decision -
Decision Reference DRN-4914955
4 Sep 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-4914955 The complaint Mr A complains about Watford Insurance Company Europe Limited (“WIC”) and the way they settled a third-party claim made against his motor insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to... (4 pages)View decision -
Decision Reference DRN-4989030
4 Sep 2024 TenetLime Ltd UpheldMortgagesDRN-4989030 The complaint Mr and Mrs D complain that Pennine Financial Services Limited – an appointed representative of TenetLime Ltd – gave them bad advice about how to make overpayments to their mortgage. What happened In 2021 Pennine gave Mr and Mrs D mortgage advice. It recommended... (2 pages)View decision -
Decision Reference DRN-5000853
4 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5000853 The complaint Mr D has complained about Creation Consumer Finance Ltd’s (“Creation”) response to a claim he made under the Consumer Credit Act 1974 (the “CCA”) and his request for money back. What happened In July 2014, Mr D bought a solar panel system (‘the system’) from a... (8 pages)View decision -
Decision Reference DRN-4959947
4 Sep 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4959947 The complaint Miss B complains about how Admiral Insurance (Gibraltar) Limited handled a claim on her motor insurance policy. She wanted her car stored under cover and she was unhappy with the salvage category applied to the car. Miss B is represented in this matter by Mr H,... (3 pages)View decision -
Decision Reference DRN-4983988
4 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4983988 The complaint Mr B complains that National Westminster Bank Plc (NatWest) unnecessarily declined a debit card payment he attempted. As a result, Mr B suffered inconvenience, stress and embarrassment. What happened In June 2024, Mr B attempted a debit card purchase at a reta... (3 pages)View decision -
Decision Reference DRN-4882407
4 Sep 2024 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4882407 The complaint Mrs and Mr S complain that Marks & Spencer Financial Services Plc, trading as M&S Bank, cancelled their credit card. What happened Mrs and Mr S didn’t recognise a transaction made on their credit card. When M&S Bank investigated the concerns, they d... (2 pages)View decision -
Decision Reference DRN-5001779
4 Sep 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-5001779 The complaint Mr and Mrs W complain about the customer service they received from Barclays Bank UK PLC after it sent them a redemption statement for their offset mortgage account. What happened Mr and Mrs W had a Woolwich mortgage that they say was taken out in 1989. In 200... (3 pages)View decision -
Decision Reference DRN-4727825
4 Sep 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4727825 The complaint Mr C complains about Hargreaves Lansdown Asset Management Limited’s (“HL’s”) promotion of the Woodford Equity Income Fund (“WEIF”). Mr C says he relied on information provided by HL about the WEIF, and HL should compensate him for losses he has incurred. What h... (9 pages)View decision -
Decision Reference DRN-5001729
4 Sep 2024 Assurant General Insurance Limited UpheldInsuranceDRN-5001729 The complaint Mr L is unhappy with the decision made by Assurant General Insurance Limited (AGI) following a claim for the loss of his mobile phone. What happened Mr L took out mobile phone insurance with AGI. In August 2023, Mr L reported the loss of his mobile phone, and ... (4 pages)View decision
