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-5249702
23 Jan 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5249702 The complaint Mr and Mrs S’ complaint is about an employment claim Mrs S made on their Acromas Insurance Company Limited (‘Acromas’) legal expenses insurance policy, which Acromas declined. Mr and Mrs S say that Mrs S was treated unfairly and want Acromas to cover her claim... (3 pages)View decision -
Decision Reference DRN-5241899
23 Jan 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5241899 The complaint Miss G and Miss W have complained about the way Tesco Underwriting Limited handled a claim under their home insurance policy for damage caused by an escape of water. References in this decision to Tesco include its agents. What happened Miss G and Miss W made... (3 pages)View decision -
Decision Reference DRN-5251572
23 Jan 2025 Pennyburn Credit Union Limited Not upheldConsumer CreditDRN-5251572 The complaint Mr S complains that Pennyburn Credit Union Limited (PCUL) didn’t tell him it would carry out a credit search when he applied for a loan. Mr S also complains that PCUL required him to submit a GDPR request in writing rather than accepting it verbally. What happ... (3 pages)View decision -
Decision Reference DRN-5232795
23 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5232795 The complaint Mrs M has complained that Aviva Insurance Limited failed to show it had correctly applied a staff discount to her home insurance policy. What happened Mrs M bought a home insurance policy with the insurer, Aviva. She asked Aviva to clarify the amount of staff d... (3 pages)View decision -
Decision Reference DRN-5214215
23 Jan 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5214215 The complaint Mr W is unhappy that a car supplied to him under a hire agreement with Lex Autolease Ltd (“LAL”) was of an unsatisfactory quality. Mrs W brought the complaint on behalf of Mr W, so I’ll also refer to her throughout my decision. When I refer to what LAL has sai... (6 pages)View decision -
Decision Reference DRN-5243778
23 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5243778 The complaint Mr B complains about how Clydesdale Bank Plc trading as Virgin Money (Virgin) reported a default to his credit file. What happened Mr B had a credit card from Virgin. In 2016, he fell into financial difficulty and entered a Debt Management Plan (DMP) with Step... (4 pages)View decision -
Decision Reference DRN-5197747
23 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5197747 The complaint Mr B complained that Aviva Insurance Limited (“Aviva”) unfairly declined his claim for damage caused by a water leak. Aviva were providing a home insurance policy. What happened Mr B made a claim when he spotted a leak coming from under his shower. As Mr B had ... (2 pages)View decision -
Decision Reference DRN-5110301
23 Jan 2025 Mattioli Woods Limited Not upheldPensions and AnnuitiesDRN-5110301 The complaint Ms B and Mr B complain that Mattioli Woods Limited (MW) unfairly settled the death benefits under their late father’s pension plan. Ms B and Mr B are represented in their complaint. But I’ll only refer to them in my decision. What happened In September 2013 the... (6 pages)View decision -
Decision Reference DRN-5216208
23 Jan 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5216208 The complaint Mr B complains that HSBC UK Bank Plc gave him incomplete information when it responded to his Subject Access Request (SAR). What happened Mr B says HSBC responded to his SAR on 3 January 2024, but did not include communications between itself and credit refere... (2 pages)View decision -
Decision Reference DRN-5214856
23 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5214856 The complaint Mr O, helped by a representative, complained because Barclays Bank PLC refused to refund him for transactions he said he didn’t authorise. What happened Mr O opened a Barclays account on 15 August 2017, during a short stay in the UK. There were transactions ov... (6 pages)View decision
