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 364862 results
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Decision Reference DRN-5248789
28 Jan 2025 Asurion Europe Limited Not upheldInsuranceDRN-5248789 The complaint Mr B complains that Asurion Europe Limited (trading as Tesco Mobile Protect) mishandled his mobile phone insurance policies. What happened In September 2020, Mr B bought two phones and set up two airtime contracts. He took out two insurance policies to cover t... (2 pages)View decision -
Decision Reference DRN-5238100
28 Jan 2025 Skipton Building Society Not upheldInvestmentsDRN-5238100 The complaint Mr L complains about Skipton Building Society they have lost the money he invested for his son. What happened In February 2010 Mr L invested some money on behalf of his children. His daughter withdrew her portion of the investment in April 2012 with the remain... (3 pages)View decision -
Decision Reference DRN-5225831
28 Jan 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5225831 The complaint Mr M complains about how Haven Insurance Company Limited (Haven) dealt with a claim on his motor insurance. What happened Mr M had motor insurance with Haven. He says while he was driving, one of the car’s tyres exploded and there was some further damage as he ... (3 pages)View decision -
Decision Reference DRN-5289013
28 Jan 2025 Nationwide Building Society UpheldMortgagesDRN-5289013 The complaint Mr and Mrs V complain that Nationwide Building Society made unreasonable requests for more information about recent building work, before it would decide whether to increase their mortgage lending, and delayed in telling them exactly what documentation it neede... (7 pages)View decision -
Decision Reference DRN-5244306
28 Jan 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5244306 The complaint Mr F complains about Domestic & General Insurance Plc (D&G)’s engineer and that D&G won’t provide a premium refund on cancellation of his appliance warranty policy for his washing machine. What happened On 7 January 2024 Mr F contacted D&G as hi... (2 pages)View decision -
Decision Reference DRN-5142942
28 Jan 2025 CROWD PROPERTY LIMITED UpheldBanking and PaymentsDRN-5142942 The complaint This complaint is brought by Ms B in her capacity as a director of a limited company I will refer to as J Ltd. The complaint is against Crowd Property Limited (CPL). Ms B says that CPS unfairly charged interest on a tranche of borrowing that J Ltd neither reque... (3 pages)View decision -
Decision Reference DRN-4762434
28 Jan 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4762434 The complaint Mr M and Mrs B complaint is, in essence, that First Holiday Finance Ltd (“FHF”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under s.140A of the Consumer Credit Act 1974 (as amended) (“CCA”) and (2) deciding agai... (17 pages)View decision -
Decision Reference DRN-5270968
28 Jan 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5270968 The complaint Mr B complains that Clydesdale Financial Services Limited trading Barclays Partner Finance (BPF) declined his application for a loan to purchase a phone. What happened In September 2024, Mr B completed an online application to take out a loan in order to purch... (2 pages)View decision -
Decision Reference DRN-5246395
28 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5246395 The complaint Mr K complains Nationwide Building Society (NBS) provided poor customer service when he telephoned to raise a chargeback. What happened Mr K says he telephoned NBS in mid-November 2024 to raise a dispute regarding a delayed flight. Mr K says during the initial ... (2 pages)View decision -
Decision Reference DRN-5281705
28 Jan 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5281705 The complaint Mrs P has complained that Fortegra Europe Insurance Company Ltd (‘Fortegra’) declined her claim for damage caused by her pet under her furniture protection insurance policy. What happened In May 2024, Mrs P made a claim to Fortegra as her dog had caused signif... (5 pages)View decision
