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 355536 results
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Decision Reference DRN-4981031
4 Sep 2024 esure Insurance Limited Not upheldInsuranceDRN-4981031 The complaint Mr B has complained about the way esure Insurance Limited dealt with a claim he made under his car insurance policy. What happened In October 2023 Mr B was injured when another vehicle collided into his stationary car as he was getting into it and he moved out ... (2 pages)View decision -
Decision Reference DRN-5000435
4 Sep 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-5000435 The complaint Mr and Mrs N complain about the interest rate Mortgage Agency Services Number Five Limited (MAS5) has charged on their mortgage. They state the rate has been increased unfairly and for reasons not permitted by the terms and conditions. Mr and Mrs N have brought... (7 pages)View decision -
Decision Reference DRN-4869120
4 Sep 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4869120 The complaint Mr and Mrs D and family have complained that Inter Partner Assistance SA (IPA) hasn’t fully settled a claim they made on a travel insurance policy. Mr and Mrs D were travelling with their four children. As three of the children are over the age of 16, they hav... (3 pages)View decision -
Decision Reference DRN-4968159
4 Sep 2024 First Central Underwriting Limited UpheldInsuranceDRN-4968159 The complaint Miss P is unhappy with the service provided by First Central Underwriting Limited when dealing with renewal of his car insurance policy. What happened Miss P took out car insurance with First Central. The facts of Miss P’s renewal in August 2023 are well known... (3 pages)View decision -
Decision Reference DRN-4972735
4 Sep 2024 U K Insurance Limited Not upheldInsuranceDRN-4972735 The complaint Mr M complains about U K Insurance Limited’s decision to decline a claim made under his car insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. At the relevant time, Mr M had... (2 pages)View decision -
Decision Reference DRN-4880552
4 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4880552 The complaint Mr and Mrs S complain that Barclays Bank UK PLC (“Barclays”) notified them of its intention, and later closed their joint account. And by doing so, has failed to reasonably consider their circumstances. Mr and Mrs S are also unhappy staff in branch incorrectly... (4 pages)View decision -
Decision Reference DRN-4965706
4 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4965706 The complaint A limited company, which I’ll refer to as T, complains that National Westminster Bank Plc acted unfairly in relation to its BBL by declining to allow repayments to be made by its director from personal funds. T is represented by its sole director. What happened... (3 pages)View decision -
Decision Reference DRN-5001640
4 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5001640 The complaint Mr K complains that Admiral Insurance (Gibraltar) Limited unfairly declined a claim under his motor insurance policy for the theft of his car, cancelled his policy retaining the premiums, and registered a fraud marker against him. Where I refer to Admiral, thi... (4 pages)View decision -
Decision Reference DRN-5001536
4 Sep 2024 Wakam UpheldInsuranceDRN-5001536 The complaint Mr T complains about Wakam’s handling of a claim made under his commercial van insurance policy. What happened Mr T worked as a delivery driver and insured his van with Wakam. In early December 2023, parts were stolen from Mr T’s van, so he made a claim to Wak... (5 pages)View decision -
Decision Reference DRN-4889792
4 Sep 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4889792 The complaint Mr H complains that American Express Services Europe Limited (AESEL) suspended his credit card and that they won’t tell him why. What happened In December 2023 while Mr H was abroad with his wife both of their credit cards with AESEL were suspended without warn... (2 pages)View decision
