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 121115 results
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Decision Reference DRN-4518295
16 Jan 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4518295 The complaint Ms G complains about Accredited Insurance (Europe) Limited’s (Accredited) handling of her claim, under her home insurance policy. What happened Ms G had a leak at her home. She instructed a trace and access contractor and paid for the leak to be repaired. After wh... (3 pages)View decision -
Decision Reference DRN-4460604
16 Jan 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4460604 The complaint Mr L has complained about Accredited Insurance (Europe) Ltd. He isn’t happy about the way it dealt with a claim under his motor insurance policy. For ease of reading any reference to Accredited includes its agents. What happened Mr L was involved in an accident an... (2 pages)View decision -
Decision Reference DRN-4423353
16 Jan 2024 eToro Money UK Ltd UpheldBanking and PaymentsDRN-4423353 The complaint Mr T complains that eToro Money UK Ltd, trading as eToro Money, was unsuccessful in its pursuit of his chargeback claim about some NFTs. What happened Between January and August 2022 Mr T bought 85 digital non-fungible tokens (“NFTs”) and paid for them with his eT... (4 pages)View decision -
Decision Reference DRN-4558221
16 Jan 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4558221 The complaint Mr M complains that American Express Services Europe Limited (AESEL) has provided him with poor service on a number of occasions. What happened Mr M says AESEL has provided him poor customer service on a number of occasions including his queries about his AESEL ca... (3 pages)View decision -
Decision Reference DRN-4504770
16 Jan 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4504770 The complaint Mr B is unhappy with the service he received from Inter Partner Assistance SA when he made a claim on his travel insurance policy. Mr B is represented but I’ll refer to all representations as made by him. What happened Mr B was on holiday with his wife, the late M... (3 pages)View decision -
Decision Reference DRN-4560710
16 Jan 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4560710 The complaint Mr B complains that Scottish Widows Limited reduced the amount of information available to him when using their online system. And they delayed sending him information when he requested it. What happened Mr B holds a pension with Scottish Widows which he accesses ... (3 pages)View decision -
Decision Reference DRN-4471132
16 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4471132 The complaint Ms M complains that Bank of Scotland plc trading as Halifax (“Halifax”) gave her different information surrounding gambling blocks that were available to her and that she was able to easily remove blocks herself. Ms M feels the support given by Halifax isn’t suffi... (4 pages)View decision -
Decision Reference DRN-4371330
15 Jan 2024 AutoMoney Limited UpheldConsumer CreditDRN-4371330 The complaint Mr B complains that a car acquired with finance from AutoMoney Limited trading as AutoMoney Motor Finance (“AMF”) wasn’t of satisfactory quality. What happened In June 2022 Mr B was supplied with a car and entered into a hire purchase agreement with AMF. The cash ... (3 pages)View decision -
Decision Reference DRN-4558930
15 Jan 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4558930 The complaint Mrs B complains Sainsbury’s Bank Plc failed to provide her with sufficient options to contact them. She’s also unhappy with the level of support they’ve provided when she’s been in financial difficulties and persistent debt. What happened Mrs B has a credit card a... (5 pages)View decision -
Decision Reference DRN-4415958
15 Jan 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4415958 The complaint Mr N complains that Specialist Motor Finance Limited (SMF) didn’t carry out sufficient checks before agreeing to a loan he said he couldn’t afford. What happened In December 2021 Mr N acquired a car when he entered into a Hire Purchase agreement with SMF. Mr N sai... (4 pages)View decision
