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 365360 results
-
Decision Reference DRN-4690860
19 Mar 2024 MBNA Limited UpheldBanking and PaymentsDRN-4690860 The complaint Mr C complains that MBNA Limited treated him unfairly regarding a dispute about a transaction to purchase music festival tickets. What happened In August 2020 Mr C paid just over £593 for music festival tickets through an introducer web... (9 pages)View decision -
Decision Reference DRN-4689494
19 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4689494 The complaint Mr B complains that National Westminster Bank Plc, during telephone banking, has repeatedly confused him with another customer (who is deceased) with a similar customer number to his. What happened Mr B has vulnerabilities, which he told NatWest about and which it... (3 pages)View decision -
Decision Reference DRN-4606699
19 Mar 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4606699 The complaint Mr T complains Admiral Insurance (Gibraltar) Limited (Admiral) caused avoidable delays after he made a claim on his motor insurance policy. There are several parties and representatives of Admiral involved throughout the complaint but for the purposes of this comp... (3 pages)View decision -
Decision Reference DRN-4397135
19 Mar 2024 National House-Building Council Not upheldInsuranceDRN-4397135 The complaint Mr and Mrs E complain about the way National House-Building Council (NHBC) handled a claim they made under their new home warranty. Mr E has primarily dealt with things so, for simplicity, I’ll refer to him only. What happened The circumstances aren’t in dispute, ... (3 pages)View decision -
Decision Reference DRN-4565833
19 Mar 2024 esure Insurance Limited Not upheldInsuranceDRN-4565833 The complaint Mr C complains that esure Insurance Limited poorly handled his motor insurance claim and information request. What happened On 18 June 2023 Mr C’s electric car was damaged and he made a claim to esure, who collected his car the same day. A few days later the garag... (3 pages)View decision -
Decision Reference DRN-4592084
19 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4592084 The complaint Mr P complains Santander UK Plc didn’t transfer his Individual Savings Account (ISA) in line with his instructions. He says he lost out financially and experienced distress and inconvenience, both in terms of querying what had happened and raising a complaint abou... (3 pages)View decision -
Decision Reference DRN-4614972
19 Mar 2024 Hiscox Insurance Company Limited Not upheldInsuranceDRN-4614972 The complaint Mrs S complains that Hiscox Insurance Company Limited turned down her buildings insurance claim. What happened Mrs S held buildings insurance cover with Hiscox. In 2023, she made a claim for damage to the roof of her property. She’d had insulation work carried out... (2 pages)View decision -
Decision Reference DRN-4558947
19 Mar 2024 Zurich Insurance Company Ltd Not upheldInsuranceDRN-4558947 The complaint Mr P is unhappy that Zurich Insurance Company Ltd declined a claim he made on his Leasehold Home Insurance policy for damage caused by subsidence. What happened Mr P’s property is in a block of flats. In 2023 he had a surveyor attend his property in relation to a ... (3 pages)View decision -
Decision Reference DRN-4560909
19 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4560909 The complaint Mrs N complains that HSBC UK Bank Plc passed her outstanding debt on her John Lewis Partnership Card to the collections department and registered a default. What happened Mrs N held a John Lewis card account which was administered by HSBC. In 2022 HSBC ceased to b... (3 pages)View decision -
Decision Reference DRN-4583672
19 Mar 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4583672 The complaint Ms V complains about lack of online access to her pension account with ReAssure Limited (ReAssure) which she says caused her financial loss. What happened Ms V said she couldn’t access her pension account with ReAssure. The account was unlocked but she still could... (3 pages)View decision
