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 370149 results
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Decision Reference DRN-4897358
29 Jul 2024 Premier Underwriting Ltd UpheldInsuranceDRN-4897358 The complaint Mrs A complains about the settlement provided by Premier Underwriting Ltd (Premier) following the total loss of her car, under her motor insurance policy. What happened Mrs A was involved in a car accident. She made a claim to Premier, which it accepted. It tol... (3 pages)View decision -
Decision Reference DRN-4934668
29 Jul 2024 U K Insurance Limited UpheldInsuranceDRN-4934668 The complaint Mrs T and Mr S complain that when Mrs T made a claim on her motor insurance policy’s windscreen cover, U K Insurance Limited (‘UKI’) and its agent provided very poor service. What happened Mrs T made the claim for a cracked windscreen on 3 August 2023. The nex... (3 pages)View decision -
Decision Reference DRN-4881957
29 Jul 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4881957 The complaint Misis A has complained about the service provided by Royal & Sun Alliance Insurance Limited (‘RSA’) following her claims for damage under her home insurance policy. For the avoidance of doubt, the term RSA includes its agents and contractors for the purpose... (5 pages)View decision -
Decision Reference DRN-4658840
29 Jul 2024 Society of Lloyd's Not upheldInsuranceDRN-4658840 The complaint A company, which I’ll refer to as C, complains that Society of Lloyd’s (SOL) unfairly declined a claim under its Commercial Combined Insurance policy for theft of company equipment and tools from its vehicle. All references to SOL include the agents they have ... (5 pages)View decision -
Decision Reference DRN-4934922
29 Jul 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4934922 The complaint Mr W complains Clydesdale Bank Plc trading as Virgin Money (“VM”) hasn’t treated him fairly when he approached it to make a claim for a refund for a hotel stay in a European city. What happened I issued a provisional decision on Mr W’s complaint on 9 July 2024,... (10 pages)View decision -
Decision Reference DRN-4893035
29 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4893035 The complaint Mr B is unhappy about the way in which National Westminster Bank Plc (NWB) handled his chargeback claim. What happened In November 2023 Mr B reserved accommodation at a hotel from 27 January 2024 to 3 February 2024 (7 nights) and provided his NWB card details a... (3 pages)View decision -
Decision Reference DRN-4935175
29 Jul 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4935175 The complaint Ms D’s complaint is, in essence, that Shawbrook Bank Limited (‘Shawbrook’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ... (11 pages)View decision -
Decision Reference DRN-4719694
29 Jul 2024 RAC Insurance Limited Not upheldInsuranceDRN-4719694 The complaint Mr G is unhappy with the way RAC Insurance Limited handled a roadside assistance claim while he was driving abroad. This complaint involves agents for whom RAC is responsible. Any reference to RAC includes its agents. What happened Mr G took out a roadside as... (4 pages)View decision -
Decision Reference DRN-4895626
29 Jul 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4895626 The complaint Mrs K complains about the settlements that Ageas Insurance Limited offered her for the total loss of her three cars following a claim made on her motor insurance policy. What happened Mrs K’s cars were damaged by vandalism shortly after she had bought them, an... (3 pages)View decision -
Decision Reference DRN-4806744
29 Jul 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-4806744 The complaint Mr and Mrs P complain that Acromas Insurance Company Limited (Acromas) declined to cover their claim for damage to their guttering, under their home building’s insurance policy. What happened Mr and Mrs P noticed water leaking from their guttering following wor... (2 pages)View decision
