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
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Decision Reference DRN-4364721
21 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4364721 The complaint Mr W has complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy about the way it communicated with him about his motor insurance policy. What happened Mr W was sent letters by Admiral about his motor insurance policy, and it was agreed that these w... (2 pages)View decision -
Decision Reference DRN-4435056
21 Feb 2024 AWP P&C S.A. UpheldInsuranceDRN-4435056 The complaint Mr S complains AWP P&C SA has not settled his holiday cancellation claim in full. What happened Mr S has a packaged bank account which provides a travel insurance policy, underwritten by AWP. He booked and paid for a holiday to travel abroad in May 2023 with h... (2 pages)View decision -
Decision Reference DRN-4557806
21 Feb 2024 esure Insurance Limited Not upheldInsuranceDRN-4557806 The complaint Miss B has complained that esure Insurance Limited (esure) unfairly dealt with a claim under a home insurance policy. What happened Miss B contacted esure to make a claim when roof tiles were damage at her property. esure sent a surveyor to assess the damage. It t... (2 pages)View decision -
Decision Reference DRN-4410841
21 Feb 2024 more 2 life Ltd Not upheldMortgagesDRN-4410841 The complaint Mr K is unhappy with the way more 2 life Ltd dealt with his mortgage application. He said more 2 life appointed their own solicitors and he’s unhappy with the length of time it took the solicitors to respond to queries. Mr K also isn’t happy that the solicitor and... (3 pages)View decision -
Decision Reference DRN-4548127
21 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4548127 The complaint Mr S complains that Admiral Insurance (Gibraltar) Limited mishandled his motor insurance policy. What happened For the year from June 2021, Mr S had a motor policy with a competitor of Admiral, which I will call “the 2021/2022 insurer”. In mid-January 2022, Mr S r... (3 pages)View decision -
Decision Reference DRN-4635541
21 Feb 2024 American International Group UK Limited UpheldInsuranceDRN-4635541 The complaint Miss T complains that American International Group UK Limited (AIG) hasn’t sent her a replacement phone after making a claim under her mobile phone insurance. Where I’ve referred to AIG, this also includes any actions and communication by agents acting on their be... (3 pages)View decision -
Decision Reference DRN-4601533
21 Feb 2024 Financial Administration Services Limited Not upheldInvestmentsDRN-4601533 The complaint Mr H complains that Financial Administration Services Limited (Fidelity) won’t provide him with a usable document that outlines the book costs of the investment he has transferred over to a different firm. He says what it has provided him is unwieldy and not fit f... (3 pages)View decision -
Decision Reference DRN-4533965
21 Feb 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4533965 The complaint Mr B complains that Metro Bank PLC (trading as RateSetter) is holding him responsible for the debt on a loan he says he didn’t consent to. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, ... (2 pages)View decision -
Decision Reference DRN-4457290
21 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4457290 The complaint A company I’ll call P complains that National Westminster Bank PLC (NatWest) allowed a former director to fraudulently apply for a Bounce Back Loan (BBL), before spending the proceeds on personal items. To put things right, P wants NatWest to write the BBL off and... (3 pages)View decision -
Decision Reference DRN-4551800
21 Feb 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4551800 The complaint Mr B has complained about the events that occurred when he attempted to switch his current account to TSB Bank plc. What happened Mr B wanted to switch his current account to TSB. To do so, he first needed to open a new current account with the bank, and this was ... (2 pages)View decision
