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-4939652
31 Jul 2024 One Insurance Limited UpheldInsuranceDRN-4939652 The complaint Mr P complains about the service he received from One Insurance Limited (OIL) when trying to make a claim under his home emergency insurance policy. Where I’ve referred to OIL, this also includes any action and communication by agents acting on their behalf. ... (4 pages)View decision -
Decision Reference DRN-3667405
31 Jul 2024 Countrywide Assured Plc UpheldPensions and AnnuitiesDRN-3667405 The complaint Mr H has complained, with the help of a professional third party, about the transfer of his personal pension, previously held with Countrywide Assured Plc (‘Countrywide’) to an occupational pension scheme in April 2013. The investments made through the new sche... (13 pages)View decision -
Decision Reference DRN-4936777
31 Jul 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4936777 The complaint Ms P complains about Admiral Insurance (Gibraltar) Limited (“Admiral”) and the value of the settlement offered to her after she made a claim on her contents insurance policy following a burglary. Ms P also complains about the service Admiral and their agent pro... (5 pages)View decision -
Decision Reference DRN-4829343
31 Jul 2024 Next Retail Limited Not upheldConsumer CreditDRN-4829343 The complaint Miss C complains about the amount Next Retail Limited (“Next”) refunded to her as part of an irresponsible lending complaint. What happened In July 2020 Miss C entered into a Debt Arrangement Scheme (DAS) and a Debt Payment Programme (DPP) was agreed. Under the... (2 pages)View decision -
Decision Reference DRN-4748742
31 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4748742 The complaint Mr and Mrs L complain that they were mis-sold their packaged bank account with Lloyds Bank Plc (Lloyds). What happened In 2023 Mr and Mrs L complained to Lloyds that they were mis-sold their packaged bank account (PBA). Specifically, they said they went into b... (3 pages)View decision -
Decision Reference DRN-4908091
31 Jul 2024 National Westminster Bank Plc UpheldMortgagesDRN-4908091 The complaint Ms F has complained about the way payments made to her mortgage account with National Westminster Bank Plc (NatWest) have been applied. To settle the complaint, Ms F wants NatWest to be held accountable for its actions and lack of support. She would also like ... (3 pages)View decision -
Decision Reference DRN-4939414
31 Jul 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4939414 The complaint Mrs K complains about the service she received from Accredited Insurance (Europe) Ltd after making a claim under her home insurance. Where I’ve referred to Accredited, this also includes any actions and communication by agents acting on their behalf. What hap... (5 pages)View decision -
Decision Reference DRN-4939398
31 Jul 2024 Premier Insurance Company Limited Not upheldInsuranceDRN-4939398 The complaint Mr W complains that Premier Insurance Company Limited (Premier) unfairly avoided his motor insurance policy (treated it like it never existed) and refused to pay his claim. What happened Mr W took out a motor insurance policy with Premier through an intermedia... (3 pages)View decision -
Decision Reference DRN-4737924
31 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4737924 The complaint On behalf of the estate of Mrs P the executors complain about the service they received from HSBC UK Bank Plc (“HSBC”) when administering Mrs P’s accounts with it. In particular they are unhappy with how long it took for their instructions to be carried out and... (3 pages)View decision -
Decision Reference DRN-4939289
31 Jul 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4939289 The complaint Mrs A and Mr R complain that Royal & Sun Alliance Insurance Limited (RSA) declined a claim made under their home insurance policy. What happened In February 2024 Mrs A and Mr R contacted RSA to make a claim for potential subsidence after they noticed the g... (3 pages)View decision
