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 362196 results
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Decision Reference DRN-4711349
27 Mar 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4711349 The complaint Miss M complains that Accredited Insurance (Europe) Ltd (‘AIE’) did not provide a courtesy car in connection a claim she made on her motor insurance policy. What happened Miss M had a fully comprehensive motor insurance policy with AIE. On 1 April 2023, Miss M’s c... (3 pages)View decision -
Decision Reference DRN-4676706
27 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4676706 The complaint Miss S is unhappy that Santander UK Plc has decided not to refund her money she lost, to what she believed was an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties and our Investigator has set out a ... (4 pages)View decision -
Decision Reference DRN-4695337
27 Mar 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4695337 The complaint Ms D has complained that Astrenska Insurance Limited (trading as Collinson) declined a claim she made on her travel insurance policy. What happened Ms D purchased the policy on 2 September 2023 for a trip that was due to start on 12 September 2023. On 5 September ... (3 pages)View decision -
Decision Reference DRN-4706527
27 Mar 2024 Nationwide Building Society Not upheldInsuranceDRN-4706527 The complaint Mr and Mrs S have complained that Nationwide Building Society (Nationwide) mis-sold a travel insurance policy to them. What happened Mr and Mrs S have a travel insurance policy as part of a bank account. They say the policy was mis-sold as Mr S turned 70 during th... (2 pages)View decision -
Decision Reference DRN-4264593
27 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4264593 The complaint Mr Q complains that Barclays Bank UK PLC altered the benefits of the Blue Rewards scheme without his consent. What happened Mr Q says that in October 2019 he paid for a service from Barclays that included a payment to him of £3 a month for 12 months. Barclays did ... (2 pages)View decision -
Decision Reference DRN-4648116
27 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4648116 The complaint Mr C complains that he was locked out of his account with Barclays Bank UK PLC (Barclays). What happened Mr C was a new customer of Barclays – he opened his account on 6 May 2023. He registered for Barclays Mobile Banking (‘BMB’). On 25 May 2023, he found he could... (4 pages)View decision -
Decision Reference DRN-4583758
27 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4583758 The complaint Mr L complains that U K Insurance Limited trading as Direct Line cancelled his motor insurance policy and have banned him from applying for any policy, with any U K Limited company, for six years. What happened The parties are aware of the facts of this complaint ... (4 pages)View decision -
Decision Reference DRN-4660390
27 Mar 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4660390 The complaint Mr S and Mrs S complain about Aviva Insurance Limited’s (“Aviva”) decision to decline a claim made on their home insurance policy. Any reference to Aviva includes the actions of its agents. For ease of reading, I’ve referred to Mr S throughout my decision. What ha... (3 pages)View decision -
Decision Reference DRN-4682391
27 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4682391 The complaint Mrs and Mr R are unhappy that Santander UK Plc (“Santander”) has decided not to refund them after they say they were the victims of a scam. What happened Mrs and Mr R made multiple payments to an acquaintance of theirs, who for the purposes of this decision I will... (5 pages)View decision -
Decision Reference DRN-4623209
27 Mar 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4623209 The complaint Miss G complained about the length of time and the consequent lack of contact from Marshmallow Insurance Limited when she made a claim on her motor policy following an accident. References to Marshmallow includes all its agents repairers and other intermediaries. ... (3 pages)View decision
