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 128535 results
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Decision Reference DRN-4919824
6 Sep 2024 First Central Underwriting Limited UpheldInsuranceDRN-4919824 The complaint Mr F complains that First Central Underwriting Limited cancelled his motor insurance policy after it found that his car had been modified when it investigated a claim. He wants it to remove the cancellation marker. What happened Mr F was involved in an acciden... (3 pages)View decision -
Decision Reference DRN-4970951
6 Sep 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4970951 The complaint Miss C complains that Startline Motor Finance Limited (‘Startline’) caused her distress and harassment when it chased for payments due under her car finance agreement, despite having made an agreement allowing her to make her monthly payments manually. What h... (2 pages)View decision -
Decision Reference DRN-4896482
6 Sep 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4896482 The complaint Miss A complains that American Express Services Europe Limited trading as American Express (“AESEL”) provided her with a reward voucher that had an incorrect expiry date. What happened Miss A holds a credit card issued by AESEL. That card provides Miss A with b... (3 pages)View decision -
Decision Reference DRN-4946124
6 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4946124 The complaint Miss O complains about the settlement that Admiral Insurance (Gibraltar) Limited offered her for the total loss of her campervan following a claim made on her motor insurance policy. She’s also unhappy that the claim was recorded as “fault” and she didn’t recei... (3 pages)View decision -
Decision Reference DRN-4848518
6 Sep 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4848518 The complaint Mr H is unhappy with what Watford Insurance Company Europe Limited did after he made a claim on his gadget insurance policy. What happened In February 2024 Mr H made a claim on his policy as his phone had stopped working. Watford asked him for further informati... (4 pages)View decision -
Decision Reference DRN-5008862
6 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5008862 The complaint Ms Y says Nationwide Building Society unfairly reported defaults against her credit card and loan accounts. What happened Ms Y’s credit card and loan accounts fell into arrears and Nationwide wrote to her in April and May 2023 to let her know how much she owed ... (3 pages)View decision -
Decision Reference DRN-4917804
6 Sep 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4917804 The complaint Miss S has complained that Lloyds Bank General Insurance Limited declined a claim she made under her home insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circums... (3 pages)View decision -
Decision Reference DRN-5008706
6 Sep 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-5008706 The complaint Mr N complains about the service he’s received from PayPal (Europe) S.A r.l et Cie, S.C.A trading as PayPal over the phone. What happened Mr N has been a customer of PayPal since November 2021. His statements show that he uses PayPal approximately 100 times a y... (2 pages)View decision -
Decision Reference DRN-4973667
6 Sep 2024 Covea Insurance plc UpheldInsuranceDRN-4973667 The complaint Mr B complains that Covea Insurance plc rejected a claim on his pet insurance policy. Where I refer to Covea, this includes its agents and claims handlers acting on its behalf. What happened Mr B made a claim on his policy when his cat fell from the flat where ... (2 pages)View decision -
Decision Reference DRN-5008550
6 Sep 2024 Barclays Bank Plc UpheldBanking and PaymentsDRN-5008550 The complaint Mr E is a sole trader, trading as S. He complains that Barclays Bank Plc (trading as Barclaycard) treated him unfairly by not defending a chargeback claim against them. What happened Mr E told us: In May 2023, he cancelled his agreement with Barclays for it... (4 pages)View decision