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 342371 results
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Decision Reference DRN-4822217
4 Jul 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4822217 The complaint Mr S has complained about the way his insurer Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim he made under his Home Emergency cover under his Home Insurance policy. For the purpose of my decision all reference to RSA include its agents. What h... (2 pages)View decision -
Decision Reference DRN-4889894
4 Jul 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4889894 The complaint Mr and Mrs H complain about Liverpool Victoria Insurance Company Limited (“LV”)’s handling of their buildings insurance claim. All references to LV also include its appointed agents. What happened What my findings cover I’m aware previous complaints have been made... (6 pages)View decision -
Decision Reference DRN-4889632
4 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4889632 The complaint Mr H and Ms N have complained that Santander UK Plc (“Santander”) declined their Direct Debit indemnity claim. Mr H and Ms N also complained that Santander failed to make reasonable adjustments for them in insisting that they attend a branch. What happened Mr H an... (2 pages)View decision -
Decision Reference DRN-4759195
4 Jul 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4759195 The complaint Mrs B complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) rejected her claim under s.75 Consumer Credit Act 1974 (CCA). What happened On 8 April 2017 Mrs B, along with her husband purchased a three year trial holiday pa... (3 pages)View decision -
Decision Reference DRN-4874917
4 Jul 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4874917 The complaint Mr C complains that West Bay Insurance Plc have recorded an incident on the claims underwriting exchange (CUE) when no claim was made, and it is affecting his insurance premium. What happened Mr C held a motor insurance policy with West Bay. In January 2024 Mr C c... (2 pages)View decision -
Decision Reference DRN-4774001
4 Jul 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4774001 The complaint Mr L complains that Accredited Insurance (Europe) Ltd (‘AIEL’) unfairly declined a claim for storm damage under his home insurance. Mr L’s policy was sold and administered by an intermediary on AIEL’s behalf. That intermediary used another company to manage Mr L’s... (3 pages)View decision -
Decision Reference DRN-4694019
4 Jul 2024 Yorkshire Building Society UpheldBanking and PaymentsDRN-4694019 The complaint Miss B complains Yorkshire Building Society (YBS) put her personal data at risk and failed to take her concerns seriously. What happened In summary, Miss B got a letter in the post from YBS after applying for a savings account with it. This said she needed to veri... (2 pages)View decision -
Decision Reference DRN-4696101
4 Jul 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4696101 The complaint Mr and Mrs J complain that Bank of Scotland plc trading as Birmingham Midshires (“BM”) wouldn’t extend the term of their Buy To Let (“BTL”) mortgage, so they couldn’t refix the interest rate, and were forced to sell the property during a market downturn. What happ... (3 pages)View decision -
Decision Reference DRN-4841947
4 Jul 2024 Alwyn Insurance Company Limited Not upheldInsuranceDRN-4841947 The complaint Ms A and Mr H’s complaint is about the handling of two claims made under the home emergency section of their home insurance policy provided by Alwyn Insurance Company Limited. Alwyn Insurance Company Limited is the underwriter of this policy, i.e. the insurer. Par... (6 pages)View decision -
Decision Reference DRN-4883691
4 Jul 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4883691 The complaint Mr K’s complaint arises from a mortgage he holds with Barclays Bank UK PLC. The mortgage is joint names of Mr K and his ex-wife. Mr K is now the sole occupant of the property. Mr K’s complaint is that after the Department for Work and Pensions (DWP) made a lump su... (3 pages)View decision