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 362712 results
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Decision Reference DRN-4582797
2 Feb 2024 Wakam Not upheldInsuranceDRN-4582797 The complaint Mr C has complained that Wakam unfairly declined a claim on his pet insurance policy. What happened Mr C moved to the UK in March 2023 with his dog whom I’ll refer to as B. Before travelling, B was certified as in good health and free from cardiopulmonary diseases... (3 pages)View decision -
Decision Reference DRN-4479373
2 Feb 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-4479373 The complaint Mrs Y complains that Acromas Insurance Company Limited (“Acromas”) have unfairly applied a £75 excess in relation to a claim made under her car insurance policy. What happened Mrs Y says her car windscreen had a small chip, so she contacted Acromas to make a claim... (2 pages)View decision -
Decision Reference DRN-4427250
2 Feb 2024 Alwyn Insurance Company Limited UpheldInsuranceDRN-4427250 The complaint A company that I will refer to as N complains about the handling of its commercial motor insurance claim by Alwyn Insurance Company Limited. What happened The following is intended only as a brief summary of events. Additionally, whilst other parties have been inv... (3 pages)View decision -
Decision Reference DRN-4465396
2 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4465396 The complaint Mr A complains that National Westminster Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In early 2019, Mr A wanted to get a loft conversion done at his property and found a builder online. They provided a ... (3 pages)View decision -
Decision Reference DRN-4572042
2 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4572042 The complaint The trustees of a trust, that I will refer to as W, complain about the service provided by National Westminster Bank Plc during a customer review process and that W’s account was frozen for around five months. Ms M, a trustee of W, brings the complaint on behalf o... (10 pages)View decision -
Decision Reference DRN-4387276
2 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4387276 The complaint Mrs S complains that Bank of Scotland, trading as Halifax, has been unable to find an account after she presented it with a passbook. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. ... (2 pages)View decision -
Decision Reference DRN-4596208
2 Feb 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4596208 The complaint Mr P complains that ReAssure Limited gave him incorrect information regarding the value of his pension fund and thinks that it should honour its original quote. What happened Mr P had a pension with ReAssure. He contacted ReAssure in 2019 to obtain the value of hi... (3 pages)View decision -
Decision Reference DRN-4591268
2 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4591268 The complaint Mr L, trading as W, complains about the settlement and handling of his commercial insurance claim by AXA Insurance UK Plc. What happened The following is intended only as a brief summary of events. Additionally, whilst other parties have been involved in the proce... (7 pages)View decision -
Decision Reference DRN-3654140
2 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-3654140 The complaint Mrs S complains that Starling Bank Limited (Starling) blocked and closed her two personal accounts without notice and without explaining why. To put things right, she wants Starling to explain the reasons for its decision and to pay compensation for the distress a... (2 pages)View decision -
Decision Reference DRN-4428694
2 Feb 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4428694 The complaint Mrs D complains that N.I.I.B. Group Limited (“NGL”) unfairly reported information on her credit file in relation to a hire purchase agreement. What happened Mrs D had a hire purchase agreement with NGL. In May 2022, she contacted it to say that she was on maternit... (2 pages)View decision
