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 360982 results
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Decision Reference DRN-4719041
14 Nov 2024 Gallagher Risk & Reward Limited Not upheldInsuranceDRN-4719041 The complaint Mr F has complained about what he considers to be a failure on the part of Gallagher Risk and Reward Limited to obtain a reasonable price for his private medical insurance policy when it renewed in March 2023. What happened Mr F had a private medical insurance... (3 pages)View decision -
Decision Reference DRN-5116641
14 Nov 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5116641 The complaint Mr R complains that PayPal UK Ltd unfairly closed his account. He wants PayPal to provide an explanation for its actions. He’s also unhappy with the customer service he received from PayPal. What happened In February 2024, PayPal reviewed Mr R’s account. Follo... (3 pages)View decision -
Decision Reference DRN-5104267
14 Nov 2024 Vanquis Bank Limited Not upheldConsumer CreditDRN-5104267 The complaint Ms P complains that Vanquis Bank Limited defaulted her account and sold her account to a debt collection company without telling her. What happened Ms P held a loan account with Vanquis. In November 2023 Miss P contacted Vanquis regarding her outstanding paymen... (3 pages)View decision -
Decision Reference DRN-5133664
14 Nov 2024 British Gas Services Limited UpheldInsuranceDRN-5133664 The complaint Mr S complains about the service he received from British Gas Services Limited (“BGS”). What happened In February 2023, BGS sent an engineer to Mr S’s home to fix a leaking radiator valve. The heating system comprised a header tank in the loft and Mr S says the... (7 pages)View decision -
Decision Reference DRN-5137118
14 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5137118 The complaint Mr and Mrs H complain that Admiral Insurance (Gibraltar) Limited is responsible for a fault with their car following repairs under a car insurance policy. Admiral has been represented on the claim by its agents, including the repairers it instructed. For simpli... (8 pages)View decision -
Decision Reference DRN-5148340
14 Nov 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5148340 The complaint Mr K’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (... (11 pages)View decision -
Decision Reference DRN-5113167
14 Nov 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5113167 The complaint Ms K complains that American Express Services Europe Limited won’t refund to her the money that she paid for a mobile phone and about the default that it’s recorded on her credit file. What happened Ms K used her American Express charge card in March 2022 to pa... (3 pages)View decision -
Decision Reference DRN-4978222
14 Nov 2024 The New India Assurance Company Limited Not upheldInsuranceDRN-4978222 The complaint Mr M has complained that The New India Assurance Company Limited (NIA) unfairly declined a claim under a home insurance policy. What happened Mr M contacted NIA when he found water entering a bedroom at his property. Mr M provided NIA with a quote for the work... (3 pages)View decision -
Decision Reference DRN-5116020
14 Nov 2024 HDI Global Specialty SE UpheldInsuranceDRN-5116020 The complaint Mr G has complained about the amount HDI Global Specialty SE (HDI Global) has paid in settlement of his claim under his vehicle hire insurance policy. Any reference to HDI Global includes its agents. What happened Mr G’s vehicle, which he used as a taxi, was da... (2 pages)View decision -
Decision Reference DRN-5050090
14 Nov 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5050090 The complaint Mr A complains about Liverpool Victoria Insurance Company Limited’s (‘LV) decline of his landlord’s buildings insurance policy. Any reference to LV includes the actions of their appointed agents. This is because LV accept they are responsible for the actions of... (3 pages)View decision
