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-4625696
15 Mar 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4625696 The complaint Mr C has complained about Admiral Insurance (Gibraltar) Limited’s decision to reject a claim he made for the costs of a replacement car key. Mr C wanted to make a claim under his car insurance policy. What happened Mr C registered a claim online with Admiral for t... (2 pages)View decision -
Decision Reference DRN-4623061
15 Mar 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4623061 The complaint Mr and Mrs J are unhappy that AXA PPP Healthcare Limited hasn’t covered the cost of outpatient consultations Mrs J had under their private medical insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won... (3 pages)View decision -
Decision Reference DRN-4604355
15 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4604355 The complaint Miss M complains that she experienced delays, poor service and no hire vehicle was provided by Royal & Sun Alliance Insurance Limited (RSA) following a non-fault accident claim, under her motor insurance policy. What happened Miss M was involved in a collision... (4 pages)View decision -
Decision Reference DRN-4656830
15 Mar 2024 AWP P&C S.A. Not upheldInsuranceDRN-4656830 The complaint Miss W has complained that AWP P&C SA has declined a curtailment claim under her travel insurance policy. What happened The details of this complaint are well known to both parties. In summary Miss W curtailed her trip abroad when her cousin took ill. He sadly... (2 pages)View decision -
Decision Reference DRN-4617607
15 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4617607 The complaint Ms N has complained that U K Insurance Limited trading as Privilege (UKI) unfairly settled a claim she made under her car insurance policy as a ‘fault’ claim. What happened Ms N made a claim to her insurer, UKI for damage to her car caused by a third party while p... (2 pages)View decision -
Decision Reference DRN-4682317
15 Mar 2024 Yorkshire Building Society UpheldMortgagesDRN-4682317 The complaint Mr and Mrs C complain about advice they got when taking out additional lending on their existing mortgage with Yorkshire Building Society trading as Chelsea Building Society, and about problems when they tried to refix the interest rate on the first part of the mo... (5 pages)View decision -
Decision Reference DRN-4627390
15 Mar 2024 Bluestone Mortgages Limited Not upheldMortgagesDRN-4627390 The complaint Mr L complains that Bluestone Mortgages Limited handled his request for forbearance on his mortgage poorly, specifically by refusing to allow a payment break for the month of August 2023. What happened Mr L has a residential mortgage with Bluestone. Mr L says in M... (3 pages)View decision -
Decision Reference DRN-4584659
15 Mar 2024 Collingwood Insurance Company Ltd UpheldInsuranceDRN-4584659 The complaint Mr A, via legal representatives, has complained about his motor insurer, Collingwood Insurance Company Ltd because it charged him an additional premium and cancelled his policy. Whilst Mr A has been represented throughout this complaint, I’ll refer to the represen... (4 pages)View decision -
Decision Reference DRN-4684349
15 Mar 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4684349 The complaint Mr L has complained that The Royal Bank of Scotland Plc (“RBS”) acted irresponsibly when it provided him with limit increases on his overdraft facility. Background Mr L has a current account with RBS. The account has had an overdraft facility on it since 2007. The... (5 pages)View decision -
Decision Reference DRN-4664998
15 Mar 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4664998 The complaint Mr and Mrs B complain that Barclays Bank UK PLC offered them a fixed rate of 4.51% on part of their mortgage, and later said this was agreed and would be applied. But then it changed its mind, and wouldn’t honour this commitment. What happened Whilst this complain... (5 pages)View decision
