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 360982 results
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Decision Reference DRN-5383732
12 Mar 2025 Covea Insurance plc Not upheldInsuranceDRN-5383732 The complaint Mrs V complains about the delays she has experienced with Covea Insurance plc (Covea) following a claim made under her motor insurance policy. What happened On 9 September 2023 Mrs V’s son (a named driver on her motor insurance policy) was involved in a collisi... (3 pages)View decision -
Decision Reference DRN-5349254
12 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5349254 The complaint Mrs P and Mr P complain that Admiral Insurance (Gibraltar) Limited have provided poor service following a fire at their property. What happened Mrs P and Mr P held a buildings and contents insurance policy with Admiral, and made a claim following a fire at the... (4 pages)View decision -
Decision Reference DRN-5389648
12 Mar 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5389648 The complaint Mr V complains about a car supplied to him using a hire purchase agreement taken out with Specialist Motor Finance Limited (“SMFL”). What happened In May 2023, Mr V acquired a used car using a hire purchase agreement with SMFL. The duration of the agreement wa... (8 pages)View decision -
Decision Reference DRN-5350887
12 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5350887 The complaint Mrs T is unhappy that her country of residence and birth are pre-populated in Bank of Scotland plc’s (“BOS”) system as United Kingdom (“UK”) and she is unable to enter her actual country as Scotland. What happened Under Mrs T’s personal details held with BOS he... (2 pages)View decision -
Decision Reference DRN-5328039
12 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5328039 The complaint Mr A complains that Barclays Bank UK PLC trading as Barclaycard unfairly reduced his credit limit. What happened In early September 2024, Barclaycard told Mr A that it was reducing his credit limit from £400 to £150, following a review and information received ... (3 pages)View decision -
Decision Reference DRN-5163733
12 Mar 2025 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5163733 The complaint Mr H complains about the poor investment performance of his with profit bonds and charges applied to the account held with Aviva Life & Pensions UK Limited. What happened Mr H complains that the bonds he held with Aviva had extremely poor investment perfor... (3 pages)View decision -
Decision Reference DRN-5130896
12 Mar 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5130896 The complaint Miss T complains about the way Accredited Insurance (Europe) Ltd (Accredited) have handled a claim she made under her buildings insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events.... (3 pages)View decision -
Decision Reference DRN-5350783
12 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5350783 The complaint Mr L complains about the service he has received from Barclays Bank UK PLC (“Barclays”) following opening an account with it. In particular he is unhappy with the amount of unsolicited emails he’s been sent and that Barclays failed to tell him it takes up to 8 ... (3 pages)View decision -
Decision Reference DRN-5302192
12 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5302192 The complaint Miss H complains that Santander UK Plc failed to handle her chargeback request properly. What happened Miss H hired a car from a hire company (“the merchant”) and encountered some issues with it. She returned it early and the merchant agreed to give her a parti... (3 pages)View decision -
Decision Reference DRN-5349854
12 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5349854 The complaint Mr P complain Bank of Scotland plc trading as Halifax treated him unfairly when it closed his accounts without clear notice and a proper explanation. What happened This decision covers the sole accounts held by Mr P. Mr P’s joint accounts will be addressed und... (3 pages)View decision
