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-4508933
13 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4508933 The complaint Mr R complains through his representative (“IC”) that he was a vulnerable customer with a gambling addiction and Nationwide Building Society (“Nationwide”) did nothing to provide support or help prevent the gambling transactions from taking place on his account. W... (3 pages)View decision -
Decision Reference DRN-4510272
13 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4510272 The complaint Mr A complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) rejected his claim for the theft of his car under his motor insurance policy. What happened Mr A had a motor insurance policy arranged through Admiral. His car was stolen from outside his house ... (2 pages)View decision -
Decision Reference DRN-4587607
13 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4587607 The complaint Mr S complains about Advantage Insurance Company Limited (“AIC”) and the information they provided regarding the extent of his policy cover at renewal. Mr S also complains about AIC’s decision to settle his claim on an at fault basis, without requesting dashcam fo... (3 pages)View decision -
Decision Reference DRN-4574341
13 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4574341 The complaint Miss P is unhappy that her email address and phone number were changed on her account with Lloyds Bank PLC What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on... (2 pages)View decision -
Decision Reference DRN-4412431
13 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4412431 The complaint Mr E and Ms E complain Nationwide Building Society (“Nationwide”) have failed to make reasonable adjustments for them and feel that it has discriminated against them due to Mr E’s mental health conditions. What happened Mr E is vulnerable and suffers from mental h... (4 pages)View decision -
Decision Reference DRN-4594777
13 Feb 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4594777 The complaint Mr R’s complaint is about the service provided in relation to his “BoilerCare” insurance policy with Domestic & General Insurance Plc. What happened In October 2023, one of Domestic & General’s engineers attended to carry out an annual service of Mr R’s bo... (3 pages)View decision -
Decision Reference DRN-4481802
13 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4481802 The complaint Mr O complains that Barclays Bank UK PLC were partially responsible for his Data Subject Access Request (DSAR) being damaged and left in an unsecure area. He also complains they gave him poor customer service. What happened Mr O requested a DSAR from Barclays and ... (2 pages)View decision -
Decision Reference DRN-4617689
13 Feb 2024 London General Insurance Company Limited UpheldInsuranceDRN-4617689 The complaint Mrs R has complained about her motor warranty provider London General Insurance Company Limited (LGI) because it has declined her claim for replacing a suspension bush. What happened Mrs R noted a sound in the front wheel area of her car. The garage she took it to... (3 pages)View decision -
Decision Reference DRN-4583240
13 Feb 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4583240 The complaint Mr H complains that Aviva Life & Pensions UK Limited (Aviva) failed to complete his instructions to switch his pension from a high-risk fund to a low-risk fund in July 2020. He thinks this led to his pension losing value. He also questions how a fund that was ... (5 pages)View decision -
Decision Reference DRN-4613585
13 Feb 2024 The Royal Bank of Scotland Plc UpheldMortgagesDRN-4613585 The complaint Mr B and Miss V complain about the way The Royal Bank of Scotland Plc (RBS) has treated them. They’re unhappy that it has chased them for mortgage payments and reported missed payments on their credit files when they have had a payment arrangement in place for som... (3 pages)View decision
