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 381196 results
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Decision Reference DRN-5092929
5 Nov 2024 AWP P&C S.A. UpheldInsuranceDRN-5092929 The complaint Mrs H is unhappy with the lack of assistance she received from AWP P&C S.A. when she became unwell whilst abroad. What happened Mrs H was abroad on holiday when she became unwell. She’s unhappy with the assistance she received from AWP’s medical assistance ... (5 pages)View decision -
Decision Reference DRN-5126503
5 Nov 2024 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5126503 The complaint P complains about the way Barclays Bank Plc trading as Barclaycard handled a chargeback claim. What happened In July 2023 Mr O, the director of P, used the company credit card to pay two £100 deposits to a business (F) that arranges flights. Mr O says that aft... (2 pages)View decision -
Decision Reference DRN-4845337
5 Nov 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4845337 The complaint Mrs W complains about the quality of a new car she received through a finance agreement with Moneybarn No. 1 Limited (‘Moneybarn’). She says that the car wasn’t of a reasonable quality as it failed soon after she started to use it. What happened This complaint... (4 pages)View decision -
Decision Reference DRN-4865098
5 Nov 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4865098 The complaint Mrs J complains that Aviva Life & Pensions UK Limited mis-sold two Guaranteed Over 50 Plans. What happened Mrs J purchased a Guaranteed Over 50 Plan in 1997. And, in August 1998, purchased a second policy with the same business. Although the plans were purc... (2 pages)View decision -
Decision Reference DRN-4857248
5 Nov 2024 Santander UK Plc Not upheldMortgagesDRN-4857248 The complaint The estate of Mr T complains about how Santander UK Plc administered the mortgage following Mr T’s death. In particular, they complain that Santander: Charged too much when the mortgage was redeemed. Applied the follow-on rate rather than the standard varia... (3 pages)View decision -
Decision Reference DRN-5113342
5 Nov 2024 Handelsbanken plc UpheldBanking and PaymentsDRN-5113342 The complaint Mr and Mrs W complain that Handelsbanken plc didn’t do enough to protect them from the financial harm caused by an investment scam, or to help them recover the money once they’d reported the scam to it. What happened The detailed background to this complaint i... (7 pages)View decision -
Decision Reference DRN-4967628
5 Nov 2024 Zurich Insurance Company Ltd Not upheldInsuranceDRN-4967628 The complaint Ms E and Mr G are unhappy that Zurich Insurance Company Ltd didn’t agree to them cutting short their holiday. What happened Mr G had an accident whilst skiing on holiday and suffered a head injury. He contacted Zurich as he wanted to return home. He says he cou... (3 pages)View decision -
Decision Reference DRN-5123004
5 Nov 2024 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldPensions and AnnuitiesDRN-5123004 The complaint Miss B has complained, with the help of a professional representative, about a transfer of her Sun Life Assurance Company of Canada (U.K.) Limited (Sun Life) personal pension to a small self-administered scheme (SSAS) in December 2014. Miss B’s SSAS was subsequ... (11 pages)View decision -
Decision Reference DRN-5076920
5 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5076920 The complaint Mr and Mrs C are unhappy with the assistance received from U K Insurance Limited (‘UKI’) on their travel insurance policy (‘the policy’) after Mr C became unwell whilst abroad. All reference to UKI includes its medical assistance team. And as this relates to a... (3 pages)View decision -
Decision Reference DRN-4980992
5 Nov 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4980992 The complaint Mr M complains that Tesco Personal Finance PLC (“Tesco”) defaulted and terminated his account whilst he was in a payment arrangement. He’s also unhappy that he didn’t receive the Final Response to his complaint and about the customer service he received when he... (4 pages)View decision
