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 365360 results
-
Decision Reference DRN-4919096
28 Jan 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4919096 The complaint Mr A complains that American Express Services Europe Limited (which I’ll call Amex) won’t provide a refund for goods which he says he paid for but did not receive. What happened In December 2023 Mr A bought a laptop direct from the manufacturer, which I’ll call... (2 pages)View decision -
Decision Reference DRN-5227978
28 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5227978 The complaint Mr S complains about the changes that NewDay Limited, trading as John Lewis Credit Card and John Lewis Money, has made to his credit card account. He also complains about the way that his complaint has been handled. What happened Mr S has a credit card account ... (3 pages)View decision -
Decision Reference DRN-5291943
28 Jan 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5291943 The complaint L has complained about Zurich Insurance Company Ltd’s decision to refuse a claim for a van belonging to it under a policy taken out by Miss B in her own name. L is a limited company represented by Miss B, who is a director. What happened As both parties know ... (4 pages)View decision -
Decision Reference DRN-5241762
28 Jan 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5241762 The complaint Mrs H is unhappy that Jaja Finance Ltd (“JFL”) didn’t update her address despite her making several attempts to update it. What happened Mrs H sent a letter to JFL asking them to update her address. Mrs H didn’t receive any response to her letter, and so sent a... (2 pages)View decision -
Decision Reference DRN-5227643
28 Jan 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5227643 The complaint Mr S complains about how Watford Insurance Company Europe Limited (“Watford”) unfairly declined his claim when his car was stolen. What happened Mr S has a motor insurance policy with Watford. The policy renewed in June 2023. In September 2023 Mr S... (3 pages)View decision -
Decision Reference DRN-5239320
28 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5239320 The complaint Mr and Mrs G have complained that Accredited Insurance (Europe) Ltd (AIE) unfairly and unreasonably refused to pay their claim for the theft of their car under their motor policy because it believed the car had been left unlocked. Mr G is the policyholder here... (7 pages)View decision -
Decision Reference DRN-4734914
28 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4734914 Complaint Mr B is unhappy that Revolut Ltd didn’t reimburse him after he fell victim to a scam. Background On 8 April 2023, Mr B received a call from an individual who claimed to be an employee of a bank which I’ll refer to as Bank H. Mr B holds his own main bank account wit... (7 pages)View decision -
Decision Reference DRN-5274179
28 Jan 2025 National House-Building Council UpheldInsuranceDRN-5274179 The complaint Mr H and Ms B complain about the way National House-Building Council (NHBC) handled a claim they made under their new home warranty. Mr H has primarily dealt with things so, for simplicity, I’ll refer to him only. What happened The circumstances aren’t in dis... (4 pages)View decision -
Decision Reference DRN-4690174
28 Jan 2025 Motability Operations Limited Not upheldConsumer CreditDRN-4690174 The complaint Mr T complains that the car supplied to him through a hire agreement with Motability Operations Limited trading as Motability Operations (‘MO’) wasn’t of satisfactory quality as it wasn’t fit for purpose. He said that adequate adaptions hadn’t been made to the ... (6 pages)View decision -
Decision Reference DRN-5244271
28 Jan 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5244271 The complaint Miss H complains that Clydesdale Bank Plc trading as Virgin Money unfairly applied an early repayment charge (ERC) when she ported her buy to let mortgage. What happened Miss H took out a buy to let mortgage with Virgin Money in 2020. She had a fixed interest r... (4 pages)View decision
