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 381082 results
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Decision Reference DRN-4994797
9 Oct 2024 Zurich Insurance Company Ltd UpheldInsuranceDRN-4994797 The complaint Ms A complains about Zurich Insurance Company Limited’s handling of her buildings insurance claim. All references to Zurich also include its appointed agents. What happened The below is intended to be a summary of the complaint, therefore it doesn’t detail ever... (3 pages)View decision -
Decision Reference DRN-4848268
9 Oct 2024 Principality Building Society Not upheldBanking and PaymentsDRN-4848268 The complaint Mr K has complained about how Principality Building Society (“Principality”) handled an ISA transfer request. What happened On 25 October 2023 Mr K wrote to a new ISA manager to request that £10,000 be transferred from an ISA held with Principality into an ISA ... (3 pages)View decision -
Decision Reference DRN-4810873
9 Oct 2024 U K Insurance Limited Not upheldInsuranceDRN-4810873 The complaint Mrs D feels UK Insurance Limited trading as Direct Line (UKI) reached a decision on liability in her motor insurance claim without accounting for all available evidence. What happened Mrs D was involved in a collision with a third party when approaching a junc... (2 pages)View decision -
Decision Reference DRN-4819128
9 Oct 2024 Clear Score Technology Limited Not upheldConsumer CreditDRN-4819128 The complaint Mr S is unhappy with how Clear Score Technology Limited are displaying information on his credit file. What happened For context and as per Clear Score’s website, Clear Score aren’t a Credit Reference Agency (CRA). Instead, Clear Score gets a customer’s credit... (3 pages)View decision -
Decision Reference DRN-4937850
9 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4937850 The complaint Mr C complains about the usability of the app provided by National Westminster Bank Plc (NatWest) and, how they dealt with his subsequent complaint. Mr C is represented by a third party who I will refer to as B. What happened In March 2024, Mr C, with the help... (2 pages)View decision -
Decision Reference DRN-4964353
9 Oct 2024 Black Horse Limited Not upheldConsumer CreditDRN-4964353 The complaint Mr A complains about the quality of a car supplied to him by Black Horse Limited (“Black Horse”). What happened Mr A acquired a car under a 60 month hire purchase agreement with Black Horse in September 2023. The car cost around £18,100 and alongside the car, M... (4 pages)View decision -
Decision Reference DRN-4974060
9 Oct 2024 Ageas Insurance Limited UpheldInsuranceDRN-4974060 The complaint Ms T is unhappy with Ageas Insurance Limited’s (AIL) handling of a claim she made against her motor insurance policy and she feels that a hasty and incorrect decision on liability was reached. What happened In September 2023, Ms T was involved in a collision w... (4 pages)View decision -
Decision Reference DRN-5069559
9 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5069559 The complaint Mr M complains Aviva Insurance Limited unfairly avoided his property owners insurance policy and declined his claim. Aviva’s been represented by an agent. For simplicity I’ve referred to the agent’s actions as being Aviva’s own. What happened Mr M owned a pro... (5 pages)View decision -
Decision Reference DRN-5071783
9 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5071783 The complaint Mrs B complains that Santander UK Plc did not honour the interest rate it offered when she opened a one-year fixed term bond. What happened Mrs B says that, as an existing Select customer, Santander had emailed her several times offering an interest rate of 5.... (2 pages)View decision -
Decision Reference DRN-4958500
9 Oct 2024 One Insurance Limited UpheldInsuranceDRN-4958500 The complaint Mr P complains that One Insurance Limited unfairly settled a claim he made on his motor policy in favour of the third-party without a full investigation. What happened Mr P was involved in a road traffic accident with a third-party motorcycle. He said the thir... (3 pages)View decision
