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 380824 results
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Decision Reference DRN-5039041
11 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5039041 The complaint Ms R complains about the way in which Nationwide Building Society handled a query she had regarding an unrecognised ATM withdrawal. What happened On 16 January 2024 Ms R contacted Nationwide as she made a claim regarding an unrecognised ATM transaction. Ms R sa... (2 pages)View decision -
Decision Reference DRN-4500983
11 Oct 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4500983 The complaint Mr W complains that information wasn’t disclosed to him during the sales process when he acquired a car under a Hire Purchase Agreement with Secure Trust Bank Plc trading as V12 Vehicle Finance (“V12”). What happened The parties are familiar with the backgroun... (3 pages)View decision -
Decision Reference DRN-4998968
11 Oct 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4998968 The complaint Mr M is unhappy with the service provided by Admiral Insurance (Gibraltar) Limited (Admiral) when reporting a claim under his car insurance policy. What happened Mr M called Admiral to make a claim for damage to his car in June 2023. Mr M’s policy with Admiral... (3 pages)View decision -
Decision Reference DRN-5072288
11 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5072288 The complaint Mr R complains that esure Insurance Limited mishandled his claim on a motor insurance policy. What happened In about May 2023, Mr R bought a new car. For the year from mid-October 2023, Mr R had the car insured on a comprehensive policy with esure. Unfortuna... (5 pages)View decision -
Decision Reference DRN-5008146
11 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5008146 The complaint Mr T has complained about his car insurer Admiral Insurance (Gibraltar) Limited because, having accepted it had incorrectly recorded a claim against him, it didn’t act as promised to resolve that. What happened In early 2024 Mr T contacted Admiral as he’d hit ... (3 pages)View decision -
Decision Reference DRN-4381731
11 Oct 2024 London and Capital Asset Management Limited Not upheldInvestmentsDRN-4381731 The complaint Mr and Mrs A complain that London and Capital Asset Management Limited (“LCAM”) failed to advise them to invest in a bond in 2015 and instead recommended a General Investment Account holding fixed interest assets. They say that as a result they’ve incurred an u... (3 pages)View decision -
Decision Reference DRN-5076676
11 Oct 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5076676 The complaint Mr A and Mrs M have complained that Red Sands Insurance Company (Europe) Limited (‘Red Sands’) unfairly declined their travel insurance claim. What happened Mr A and Mrs M had a travel insurance policy, underwritten by Sands. They were due to travel abroad on h... (2 pages)View decision -
Decision Reference DRN-5057636
11 Oct 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-5057636 The complaint Mr H complains that Haven Insurance Company Limited unfairly cancelled his motor insurance policy and declined to pay his claim. What happened On 2 November 2018, a court convicted Mr H of offences of causing grievous bodily harm and sentenced him to ten years... (4 pages)View decision -
Decision Reference DRN-5010302
11 Oct 2024 Plus500UK Ltd Not upheldInvestmentsDRN-5010302 The complaint Mrs D complains that she was unable to close some positions on her Plus500UK Ltd Contract for Difference (CFD) trading account when she wanted to. This led to her incurring a loss when the positions were later closed automatically as a result of margin calls. W... (3 pages)View decision -
Decision Reference DRN-5076317
11 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5076317 The complaint Mr O complains about how esure Insurance Limited (“esure”) handled his claim following the theft of his car. Mr O is represented in his complaint, but for ease I’ll refer to him throughout. What happened Mr O had a car insurance policy with esure. In August 202... (4 pages)View decision
