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 344609 results
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Decision Reference DRN-4949491
13 Aug 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4949491 The complaint Miss H complains Liverpool Victoria Insurance Company Limited (“LV”) didn’t deal with an escape of water claim against her home insurance policy fairly. Miss H is represented, but for ease of reading, I will refer to their actions collectively as hers. Referen... (4 pages)View decision -
Decision Reference DRN-4773352
13 Aug 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4773352 The complaint Mr P complains about the way Royal & Sun Alliance Insurance Limited (“RSA”) dealt with a claim on his motor insurance policy, in particular about how certain calls were handled and about access to his motor legal protection cover. What happened Mr P was inv... (3 pages)View decision -
Decision Reference DRN-4962069
13 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4962069 The complaint Mrs J has complained about Creation Consumer Finance Ltd (‘Creation’)’s response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking into account Section 140A ... (5 pages)View decision -
Decision Reference DRN-4905063
13 Aug 2024 ReAssure Limited Not upheldInsuranceDRN-4905063 The complaint Mr Q, Mrs Q, Mr Q and Mrs L as trustees of the B Trust (the trustees) complain that ReAssure Limited declined a claim on their life assurance policies. What happened Mr and Mrs Q first took out a life assurance policy which started on 24 October 2000. They subs... (3 pages)View decision -
Decision Reference DRN-4878898
13 Aug 2024 AWP P&C S.A. Not upheldInsuranceDRN-4878898 The complaint Mr and Mrs M are unhappy that AWP P&C SA (AWP) declined their travel insurance claim. What happened Mr and Mrs M renewed a worldwide annual travel insurance policy which they took out with a broker. The underwriter on the policy is AWP. Their travel dates w... (2 pages)View decision -
Decision Reference DRN-4849890
13 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4849890 The complaint A company, which I will refer to as D, complains that Barclays Bank UK Plc wrongly closed its bank account. What happened One of our investigators looked at this complaint. Briefly, he said: Barclays began a Know Your Customer (KYC) review of D’s account in... (4 pages)View decision -
Decision Reference DRN-4830522
13 Aug 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4830522 The complaint Miss H complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) didn’t communicate properly when cancelling her motor insurance policy, so she inadvertently drove without cover. Miss H had representation during the claim, but for ease and simplicity, I... (2 pages)View decision -
Decision Reference DRN-4835350
13 Aug 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4835350 The complaint Mr and Mrs W complain that National Westminster Bank Plc (‘NatWest’) won’t refund money they lost when they say they fell victim to a scam. What happened Mr and Mrs W hold a joint account, and each have a personal account with NatWest. The transactions I am co... (4 pages)View decision -
Decision Reference DRN-4851000
13 Aug 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4851000 The complaint Mr R has complained about the market value West Bay Insurance Plc (West Bay) placed on his van when settling a claim made under his motor insurance policy. What happened Mr R held a motor insurance policy, underwritten by West Bay, which covered his van for us... (3 pages)View decision -
Decision Reference DRN-4962262
13 Aug 2024 Skipton Building Society Not upheldBanking and PaymentsDRN-4962262 The complaint S, a trust, complains about the way Skipton Building Society dealt with its application for an account and its subsequent request to add a trustee to the account. S has been represented in this complaint by one of its trustees, Mr R. What happened S was set up ... (3 pages)View decision