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 128312 results
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Decision Reference DRN-5219933
7 Feb 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5219933 The complaint Mr F complains about the lack of response from LeasePlan UK Limited (LeasePlan) and their failure to provide him with information to settle his hire agreement with them. Mr F has been represented on this complaint. But to keep things simple I’ll only refer to M... (3 pages)View decision -
Decision Reference DRN-5311573
7 Feb 2025 Dignity Funerals Limited UpheldFuneral Planning ServicesDRN-5311573 The complaint Mr J complains that Dignity Funerals Limited hasn’t refunded the money he paid to the original provider of his pre-paid funeral plan. What happened In summary, in May 2022, Mr J took out a funeral plan with a company I’ll call P. The cost of Mr J’s plan was ju... (3 pages)View decision -
Decision Reference DRN-5316322
7 Feb 2025 West Bay Insurance Plc UpheldInsuranceDRN-5316322 The complaint Ms M complains that West Bay Insurance Plc unfairly cancelled two motor insurance policies she held with it. Reference to West Bay includes its agents. What happened Ms M held two motor insurance policies with West Bay taken out through a broker – policy A and ... (4 pages)View decision -
Decision Reference DRN-5312983
7 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5312983 The complaint Mr S complains that NewDay Ltd didn’t do enough to safeguard him when he was gambling and spending high volumes with an overseas online ‘mystery box’ seller. What happened Mr S had five credit cards with NewDay under the brand names, Pulse, Fluid and Aqua. In J... (3 pages)View decision -
Decision Reference DRN-5311651
7 Feb 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5311651 The complaint Mr O is unhappy with the credit file reporting that Starling Back Limited have made regarding his account. What happened Mr O has a Starling current account with an overdraft facility of £500. In July 2021, Mr O took the balance of his account beyond the agree... (3 pages)View decision -
Decision Reference DRN-5026670
7 Feb 2025 Helvetia Global Solutions Ltd UpheldInsuranceDRN-5026670 The complaint Mr P complains Helvetia Global Solutions LTD unfairly declined his claim when he was made redundant by his employer. What happened Mr P previously held an income protection policy with another provider. In 2023, he contacted his broker about increasing the leve... (4 pages)View decision -
Decision Reference DRN-5216705
7 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5216705 The complaint Miss G is unhappy with how Barclays Bank UK PLC handled her current account switch after her salary wasn’t paid in as expected. What happened In August 2024 Miss G applied for a current account switch from her provider at the time, to Barclays. The switch was ... (3 pages)View decision -
Decision Reference DRN-5315359
7 Feb 2025 Ageas Insurance Limited UpheldInsuranceDRN-5315359 The complaint Mr L complains about Ageas Insurance Limited’s handling of his car insurance claim. What happened Mr L had a car insurance policy with Ageas. In January 2024, his car suffered damage and he made a claim. Ageas took Mr L’s car in for repair and provided him with... (3 pages)View decision -
Decision Reference DRN-5309154
7 Feb 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5309154 The complaint Mr H complains about the outcome of a claim he made to American Express Services Europe Limited (AESEL) for a package holiday. What happened The background of this complaint is well-known to both parties. So, I don’t propose to go into detail about this. I wil... (6 pages)View decision -
Decision Reference DRN-5315415
7 Feb 2025 Ageas Insurance Limited UpheldInsuranceDRN-5315415 The complaint The estate of Mr M complains about Ageas Insurance Limited’s (“Ageas”) handling of a home insurance claim made under the late Mr M’s policy. Mrs E represents the estate of the late Mr M so for ease I’ll refer to Mrs E. What happened Mrs E has ... (5 pages)View decision