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 364766 results
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Decision Reference DRN-4629703
19 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4629703 The complaint Mr K complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly settled his claim after his car was classed as a total loss. Admiral are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As A... (3 pages)View decision -
Decision Reference DRN-4629220
19 Mar 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4629220 The complaint Mr P complained that Accredited Insurance (Europe) Ltd (“AI”) unfairly declined his claim for malicious damage to his fence under his home insurance policy. What happened Mr P made a claim to AI when his neighbour cut down part of the hedge that divided their prop... (2 pages)View decision -
Decision Reference DRN-4689607
19 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4689607 The complaint A limited company, which I’ll refer to as ‘D’, complains that National Westminster Bank Plc (NatWest) defaulted its accounts. D’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr T’. What happened To briefly summarise: D held a Small... (7 pages)View decision -
Decision Reference DRN-4690604
19 Mar 2024 Capital Home Loans Limited Not upheldMortgagesDRN-4690604 The complaint Mr and Mrs G complain that Capital Home Loans Limited (CHL) provided poor customer service when they made an enquiry about their mortgage. What happened Mr and Mrs G have a mortgage with CHL. Mrs G contacted CHL to discuss making an overpayment and discuss the int... (2 pages)View decision -
Decision Reference DRN-4692157
19 Mar 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4692157 The complaint Mr M complains Amtrust Europe Limited unfairly charged a cancellation fee when he made a claim on his vehicle breakdown policy. Any reference to Amtrust includes the actions of its agents. What happened The circumstances of this complaint are well known to both pa... (3 pages)View decision -
Decision Reference DRN-4676653
19 Mar 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4676653 The complaint Mr C’s complaint is about the handling of claim under the legal expenses insurance section of his gun insurance policy provided by Royal & Sun Alliance Insurance Limited (“RSA”). RSA is the underwriters of this policy, i.e. the insurer. Part of this complaint ... (3 pages)View decision -
Decision Reference DRN-4397917
19 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4397917 The complaint Mr F complains that Revolut Ltd (“Revolut”) won’t refund around £44,000 he lost to a cryptocurrency investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reasons ... (2 pages)View decision -
Decision Reference DRN-4692455
19 Mar 2024 Wakam Not upheldInsuranceDRN-4692455 The complaint Mrs C complains that Wakam unfairly avoided her home insurance policies after she made a claim. Wakam is the underwriter of these policies i.e. the insurer. Part of this complaint concerns the actions of its agents. As Wakam has accepted it is accountable for the ... (5 pages)View decision -
Decision Reference DRN-4573369
19 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4573369 The complaint Mrs R complains Lloyds Bank PLC uploaded a third party’s email address to her personal profile and sent personal information regarding her credit card to this email address. What happened Mrs R made enquiries to Lloyds about a joint buy-to-let mortgage with a thi... (2 pages)View decision -
Decision Reference DRN-4679841
19 Mar 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4679841 The complaint Miss K has complained about the delay by Legal and General Assurance Society Limited in assessing her income protection claim. What happened The background to this complaint is well known to the parties so I won’t repeat it in detail here. In summary Miss K made a... (2 pages)View decision
