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 360982 results
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Decision Reference DRN-4576318
4 Mar 2024 Motorpoint Limited Not upheldInsuranceDRN-4576318 The complaint Mr W has complained about Motorpoint Limited which sold him a motor warranty when he purchased a car. He feels the salesman misled him into buying the product. What happened In December 2021, Mr W was buying a car. He wasn’t going to buy a warranty too. But the ca... (3 pages)View decision -
Decision Reference DRN-4429446
4 Mar 2024 Nationwide Building Society Not upheldMortgagesDRN-4429446 The complaint Mr and Mrs C complain that Nationwide Building Society treated them unfairly when they were looking to make changes to their mortgage. What happened Mr and Mrs C contacted Nationwide to make changes to their mortgage with a view to fix it for a longer period of ti... (3 pages)View decision -
Decision Reference DRN-4658914
4 Mar 2024 AWP P&C S.A. Not upheldInsuranceDRN-4658914 The complaint The estate of the late Mr M has complained that AWP P&C SA declined a claim that Mr M made on a travel insurance policy linked to his bank account. What happened Mr M had booked a cruise for February 2022. He was due to fly from a UK airport to a destination a... (2 pages)View decision -
Decision Reference DRN-4654417
4 Mar 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4654417 The complaint Mr H complains that National Savings and Investments (NS&I) did not process his withdrawal instructions in a timely manner, and they provided poor customer service. What happened Mr H needed to access his funds with NS&I to finance renovations to propertie... (6 pages)View decision -
Decision Reference DRN-4588844
4 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4588844 The complaint Mr W has complained about his car insurer esure Insurance Limited (Esure) regarding a claim he made following a multi-car accident. What happened Mr W was in an accident in early June 2023 and made a claim. Esure decided his car was damaged beyond economic repair.... (2 pages)View decision -
Decision Reference DRN-4658241
4 Mar 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4658241 The complaint Mrs B complains that Wise Payments Limited trading as Wise have failed to refund money she lost as part of a bank impersonation scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I wi... (5 pages)View decision -
Decision Reference DRN-4658867
4 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4658867 The complaint Mr M complains about the way Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim he made for subsidence damage on his home insurance policy. Mr M has been represented in both the claim and in bringing this complaint. But for ease I’ve mostly referre... (7 pages)View decision -
Decision Reference DRN-4658803
4 Mar 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4658803 The complaint Mr R has complained about his caravan insurer Accelerant Insurance Europe SA/NV UK Branch because it declined his claim for damage caused by a leaking shower. What happened On 26 December 2022 Mr R found some of the floors in his caravan were wet. He made a claim ... (4 pages)View decision -
Decision Reference DRN-4309672
4 Mar 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4309672 The complaint Mrs S has complained about Accredited Insurance (Europe) Limited (Accredited’s) handling of a claim she made under her buildings insurance policy for subsidence damage to her home. What happened Mrs S made a claim for cracking damage to the garage building at her ... (4 pages)View decision -
Decision Reference DRN-4414237
4 Mar 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4414237 The complaint Mr G complains about Zurich Insurance PLC (“Zurich”) and their decision to decline the claim he made on the home insurance policy affiliated to the property he was a leaseholder for. What happened The claim and complaint circumstances are well known to both partie... (4 pages)View decision
