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 118878 results
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Decision Reference DRN-4659347
5 Mar 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4659347 The complaint Mr and Mrs C 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 Below is intended to be a summary of what happened and does not there... (4 pages)View decision -
Decision Reference DRN-4663807
5 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4663807 The complaint A company which I’ll call ‘M’ complains that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. The complaint is brought on M’s behalf by one of their directors, Mr M. What happened M held a business current account with Barclays. In 201... (4 pages)View decision -
Decision Reference DRN-4341412
5 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4341412 The complaint Miss F and Mr M have complained that Barclays Bank UK PLC (“Barclays”) closed their accounts. Miss F and Mr M are also unhappy about the amount of time and effort it took to arrange for the balance of their accounts to be paid to them. What happened Barclays wrote... (6 pages)View decision -
Decision Reference DRN-4659172
5 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4659172 The complaint Mr F complains that Nationwide Building Society won’t refund money he lost when he was a victim of an investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2020 Mr F fell vi... (3 pages)View decision -
Decision Reference DRN-4631117
5 Mar 2024 Post Office Management Services Limited UpheldInsuranceDRN-4631117 The complaint Mr and Mrs C are unhappy that Post Office Management Services Limited mis-sold them a travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving reasons for ... (2 pages)View decision -
Decision Reference DRN-4662272
5 Mar 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4662272 The complaint Mr S is unhappy with the service he received from Bank of Scotland plc, trading as Halifax, surrounding a recall of balance transfer. What happened Mr S called Halifax to complete a balance transfer recall from an account he held with another Bank. At that time, H... (4 pages)View decision -
Decision Reference DRN-4538906
5 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4538906 The complaint Ms N is unhappy Monzo Bank Ltd (“Monzo”) declined to refund the money she lost after she fell victim to a scam. What happened Ms N was looking for concert tickets online when she found the profile of someone selling the tickets she was looking for on a social netw... (4 pages)View decision -
Decision Reference DRN-4561696
5 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4561696 The complaint Mr P has complained about the poor service he received and delay when he sought assistance under the breakdown section of his car insurance policy with Admiral Insurance (Gibraltar) Limited. What happened Mr P was travelling in his car with his wife, their baby an... (3 pages)View decision -
Decision Reference DRN-4553293
5 Mar 2024 One Sure Insurance Limited UpheldInsuranceDRN-4553293 The complaint B, a limited company, complains about the amount charged by One Sure Insurance Limited when his commercial motor insurance policy was cancelled. The complaint is brought on B’s behalf by Mr B, its director. He wants a higher refund of his premium. What happened O... (2 pages)View decision -
Decision Reference DRN-4585130
5 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4585130 The complaint Mr B complains about the increase in premium for his motor insurance policy with esure Insurance Limited (esure). References to esure in this decision include their agents. What happened In July 2023 Mr B’s motor insurance policy with esure renewed automatically.... (3 pages)View decision
