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 352408 results
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Decision Reference DRN-4617881
12 Mar 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4617881 The complaint Mr M complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) dealt with a claim he made on his car insurance policy. What happened Mr M has a motor insurance policy with Admiral. In July 2023 he reported an incident using the Adm... (3 pages)View decision -
Decision Reference DRN-4368028
12 Mar 2024 Koto Card Limited UpheldBanking and PaymentsDRN-4368028 The complaint Mr B complains that Koto Card Limited unfairly recorded a marker against him with the fraud prevention agency CIFAS, which was subsequently removed. He’d like compensation for the disruption this caused. What happened The facts of this case are known to both parti... (2 pages)View decision -
Decision Reference DRN-4676602
12 Mar 2024 St James's Place UK plc Not upheldInvestmentsDRN-4676602 The complaint Mr L complains that St James’s Place UK plc (‘SJP’) delayed the transfer of his stocks and shares Individual Savings Account (‘ISA’) which resulted in a loss of interest. What happened The following is a summary of the background to the complaint. On 10 May 2023, ... (3 pages)View decision -
Decision Reference DRN-4528597
12 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4528597 The complaint Ms M complains that Santander UK Plc keeps contacting her for information. She feels that she’s being harassed and that she’s been targeted due to having an ongoing complaint with this service. What happened Santander sent letters and texts to Ms M asking her to p... (2 pages)View decision -
Decision Reference DRN-4562672
12 Mar 2024 Aviva Insurance Limited UpheldInsuranceDRN-4562672 The complaint Mrs P complains that Aviva Insurance Limited won’t reimburse her for work covered by her home insurance policy. What happened Mrs P had home insurance with Aviva, bought through an intermediary. In January 2023, her plumber detected a leak from her central heating... (5 pages)View decision -
Decision Reference DRN-4600829
12 Mar 2024 Bede Financial Group Limited Not upheldPensions and AnnuitiesDRN-4600829 The complaint Mr M has complained that Bede Financial Group Limited (Bede Financial) has completed a calculation as part of the Financial Conduct Authority’s (FCA) British Steel Pensions Scheme (BSPS) consumer redress scheme and reached the conclusion he isn’t owed any compensa... (4 pages)View decision -
Decision Reference DRN-4360623
12 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4360623 The complaint Mr M complains that Lloyds Bank PLC is insisting on him certifying and posting identification documents to reactivate a dormant account. What happened In June 2023, Mr M contacted Lloyds using its mobile messaging service to reactivate an account that had become d... (2 pages)View decision -
Decision Reference DRN-4600587
12 Mar 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4600587 The complaint Mr M complains about Aviva Insurance Limited’s (“Aviva”) decision to decline his claim under his home insurance policy. What happened Mr M noticed damage to his lounge ceiling which he says was caused by water escaping through the tiles in his ensuite shower. He r... (3 pages)View decision -
Decision Reference DRN-4673356
12 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4673356 The complaint Mr R and Ms G complain that Barclays Bank UK PLC wrongly processed a payment as one lump sum rather than four separate ones to HMRC. As a result Mr R says the full payment has not been credited to his tax account and he has suffered financial loss. The payment was... (3 pages)View decision -
Decision Reference DRN-4596594
12 Mar 2024 Zurich Insurance PLC UpheldInsuranceDRN-4596594 The complaint Mr P has complained about the way Zurich Insurance PLC handled his claims and that it withdrew its offer to renew a buildings insurance policy. What happened Mr P took out a buildings insurance policy with Zurich in September 2021 to cover a building which consist... (3 pages)View decision
