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
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Decision Reference DRN-5252506
28 Jan 2025 esure Insurance Limited Not upheldInsuranceDRN-5252506 The complaint Mr and Mrs G have complained that esure Insurance Limited unfairly declined an accidental damage claim under their home insurance policy. What happened Mr G contacted esure to check whether they would be covered under their home insurance policy while loft con... (2 pages)View decision -
Decision Reference DRN-5236462
28 Jan 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5236462 The complaint Mr C complains about how Liverpool Victoria Insurance Company Limited (LV) handled a claim under his motor insurance policy for damage to his vehicle in an accident. He says his vehicle wasn’t repaired properly, leading to the vehicle engine failing when return... (5 pages)View decision -
Decision Reference DRN-5020660
28 Jan 2025 AWP P&C S.A. UpheldInsuranceDRN-5020660 The complaint Mr R is unhappy with the service he received from AWP P&C S.A. when he needed emergency assistance abroad. What happened Mr R became unwell whilst abroad with symptoms of vomiting and diarrhoea. He’s unhappy with the level of support and assistance he recei... (2 pages)View decision -
Decision Reference DRN-5290802
28 Jan 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5290802 The complaint Mr H complains Clydesdale Bank Plc trading as Virgin Money failed to close his credit card account when he asked them to. Mr H is also unhappy with their reply to a Subject Access Request (SAR) he made. What happened In September 2023 Mr H says he called Virgi... (4 pages)View decision -
Decision Reference DRN-5241799
28 Jan 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5241799 The complaint Miss V complains that Lloyds Bank PLC failed to give her clear and timely information about taking out a new interest rate product for her mortgage. The mortgage went onto Lloyds’ variable rate. Miss V re-mortgaged, incurring costs in doing so. Miss V asks that... (4 pages)View decision -
Decision Reference DRN-5245348
28 Jan 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5245348 The complaint Mrs B and Mrs W have complained about the way Arthur J. Gallagher Insurance Brokers Limited (AJG) administered their residential property owners insurance policy. What happened Mrs B and Mrs W took out via AJG a property owners policy that covered four propert... (2 pages)View decision -
Decision Reference DRN-5157877
28 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5157877 The complaint Miss H complains that Stellantis Financial Service UK Limited has supplied her with a faulty car. Miss H wants to reject the car and terminate the agreement. What happened Miss H entered into a hire purchase agreement with Stellantis in November 2023, the agre... (5 pages)View decision -
Decision Reference DRN-5277868
28 Jan 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5277868 The complaint Mr and Mrs D complain that Barclays Bank UK PLC made “unauthorised transactions” on their mortgage by reducing the interest only balance and increasing the repayment balance. What happened Mr and Mrs D have a mortgage with Barclays. The mortgage is part interes... (2 pages)View decision -
Decision Reference DRN-5262162
28 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5262162 The complaint Mr C complains Revolut Ltd registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened I issued my provisional decision on this complaint, explaining why I didn’t intend to uphold it. I invited both part... (5 pages)View decision -
Decision Reference DRN-4868424
28 Jan 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-4868424 The complaint Mr E complains about the quality of a car supplied to him by Oodle Financial Services Limited (“Oodle”). What happened Mr E acquired a used car under a 60 month hire purchase agreement with Oodle in September 2023. The car cost £19,068. Under the agreement, Mr ... (4 pages)View decision
