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 360264 results
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Decision Reference DRN-4309493
29 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4309493 The complaint Ms P complains that National Westminster Bank Plc (‘NatWest’) won’t refund the money she lost in an investment scam. What happened A representative has brought this complaint on behalf of Ms P, however as the account is in Ms P’s name – I’ll refer to her throughou... (3 pages)View decision -
Decision Reference DRN-4465442
28 Feb 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4465442 The complaint Mrs G and Mr G complain about Royal & Sun Alliance Insurance Limited (“RSA”) for the way it dealt with their claim following an escape of water. They want RSA to compensate them for their distress and inconvenience. What happened Mrs G and Mr G held home insur... (3 pages)View decision -
Decision Reference DRN-4651764
28 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4651764 The complaint Mrs K and X have complained that their claim was declined by esure Insurance Limited (‘esure’) under their home insurance policy following a theft. What happened Mrs K and X experienced theft of their car from the drive of their property, as well as theft of perso... (4 pages)View decision -
Decision Reference DRN-4617576
28 Feb 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-4617576 The complaint Miss P complains that Hastings Insurance Services Limited (“Hastings”) unfairly cancelled her motor insurance policy. What happened Miss P took out a motor insurance policy for the year from 20 August 2022. Hastings acted as an intermediary and policy administrato... (4 pages)View decision -
Decision Reference DRN-4650712
28 Feb 2024 British Gas Insurance Limited UpheldInsuranceDRN-4650712 The complaint Mr and Mrs B complain about British Gas Insurance Limited (“British Gas”) for damage to their home which they consider was caused by its operative. They want British Gas to reimburse them the costs of repairs. What happened Mr and Mrs B hold homecare insurance wit... (3 pages)View decision -
Decision Reference DRN-4597052
28 Feb 2024 First Central Insurance Management Limited Not upheldInsuranceDRN-4597052 The complaint Mr S complains that First Central Insurance Management Limited (1 st Central) didn’t offer him a motor insurance policy after he obtained several quotes from comparison websites. What happened Mr S originally had a motor insurance policy through another insurer. W... (2 pages)View decision -
Decision Reference DRN-4387380
28 Feb 2024 Next Retail Limited Not upheldConsumer CreditDRN-4387380 The complaint Miss N complains that Next Retail Limited trading as Next Online (“Next”) lent to her irresponsibly. What happened In April 2017 Miss N applied for an account with Next which was granted with a credit limit of £150. In October 2017, the credit limit was increase... (3 pages)View decision -
Decision Reference DRN-4594174
28 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4594174 The complaint Mr R complains about Aviva Insurance Limited and the valuation they placed on his car following its theft. What happened The claim and complaint circumstances are well known to both parties, so I don’t intend to list them chronologically in detail. But to summaris... (2 pages)View decision -
Decision Reference DRN-4616254
28 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4616254 The complaint Ms C complains that HSBC UK Bank Plc hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Ms C has explained that in April 2023 she made... (2 pages)View decision -
Decision Reference DRN-4034080
28 Feb 2024 Skipton Building Society Not upheldInvestmentsDRN-4034080 The complaint Mrs F is complaining about Skipton Building Society’s (Skipton’s) request for fees relating to initial advice given in 2019. She is unhappy with the way this has been handled and communicated, as well as other service issues. What happened Mrs F opened investment ... (2 pages)View decision
