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 366350 results
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Decision Reference DRN-5287988
27 Jan 2025 QIC Europe Ltd UpheldInsuranceDRN-5287988 The complaint Miss M complained about the poor way in which QIC Europe Ltd managed her home insurance claim and the delays it caused. She didn’t think the settlement offer for her claim was fair. What happened Following a burst pipe in her home, QIC accepted Miss M’s claim t... (4 pages)View decision -
Decision Reference DRN-5147985
27 Jan 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5147985 The complaint Miss C complains that TSB Bank plc (“TSB”) held her liable for a failed cash withdrawal. What happened Miss C explained that her partner was using her debit card to do some shopping. He then tried to withdraw cash from an automated teller machine (ATM). Miss C ... (4 pages)View decision -
Decision Reference DRN-5276822
27 Jan 2025 Motors Insurance Company Limited UpheldInsuranceDRN-5276822 The complaint Mr T complains that Motors Insurance Company Limited trading as Car Care Plan Insurance (“Car Care Plan”) declined part of his claim under his car warranty insurance policy. What happened Mr T had a warranty insurance policy with Car Care Plan covering his car.... (3 pages)View decision -
Decision Reference DRN-5217216
27 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5217216 The complaint Mrs K has complained Lloyds Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. They also closed her account. What happened In August 2023 Lloyds blocked Mrs K’s account. They believed she was potentially a beneficiary of ... (3 pages)View decision -
Decision Reference DRN-5143118
27 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5143118 The complaint Mr M complains Clydesdale Bank Plc trading as Virgin Money (“Virgin”) blocked his card and has made mistakes in sending him a replacement card and PIN. What happened Mr M is unhappy as Virgin blocked the debit card on his account. He says he had to contact Virg... (3 pages)View decision -
Decision Reference DRN-5243506
27 Jan 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5243506 The complaint Mr W complains that Haven Insurance Company Limited unfairly declined his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sporty car made by a premium-brand car-maker and first registered i... (4 pages)View decision -
Decision Reference DRN-5287849
27 Jan 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5287849 The complaint Miss M is unhappy with the service that she received from Westerby Trustee Services Limited (Westerby) when it accepted her application to open a self-invested personal pension (SIPP) with them. What happened Westerby has been represented by solicitors for per... (41 pages)View decision -
Decision Reference DRN-5287911
27 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5287911 The complaint Mr R complained about the poor service he received and delays to his claim following damage to his property. He was covered by Accredited Insurance (Europe) Ltd (“AI”) under a home insurance policy. What happened Mr R made a claim on 20 March when a third-part... (3 pages)View decision -
Decision Reference DRN-5240030
27 Jan 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5240030 The complaint Ms M complains about The National Farmers' Union Mutual Insurance Society Limited’s handling of her home insurance claim. The National Farmers' Union Mutual Insurance Society Limited (NFU) has been represented on the claim by its agents, including its... (4 pages)View decision -
Decision Reference DRN-5253132
27 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5253132 The complaint Mr G is unhappy with changes that Barclays Bank UK PLC have made to their online banking platform. What happened Mr G raised a complaint with Barclays as he was unhappy with changes that Barclays had made to its online banking platform. Barclays responded to Mr... (2 pages)View decision
