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-4764848
28 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4764848 The complaint Miss W has complained about the settlement offered by esure Insurance Limited when her car was deemed a total loss. What happened On 4 October 2023 Miss W’s car was involved in an accident. The following day esure deemed the car to be a total loss and offered a se... (2 pages)View decision -
Decision Reference DRN-4824560
28 Jun 2024 AXA XL Insurance Company UK Limited UpheldInsuranceDRN-4824560 The complaint Mr G and Mrs G complain about the handling and settlement of their buildings insurance claim by AXA XL Insurance Company UK Limited. What happened The following is intended only as a brief summary of events. Additionally, whilst other parties have been involved in... (4 pages)View decision -
Decision Reference DRN-4856914
28 Jun 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4856914 The complaint Mrs R has complained about the handling of a claim by Tesco Underwriting Limited. What happened The background to this matter is well known to the parties so I won’t set out all the details here. In summary Mrs R made a claim under her motor insurance policy follo... (2 pages)View decision -
Decision Reference DRN-4716059
28 Jun 2024 Citibank UK Limited UpheldInvestmentsDRN-4716059 The complaint Mr H complains that Citibank UK Limited removed three of his investment holdings from his account and has allowed the US Treasury to seize one of those holdings. What happened In 2022 Citibank let Mr H know that they were closing his account, so Mr H arranged to t... (3 pages)View decision -
Decision Reference DRN-4039671
28 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4039671 The complaint Mrs G has complained about the way Creation Consumer Finance Limited (“Creation”) responded to a claim she made under s75 of the Consumer Credit Act 1974 (the “CCA”) and in relation to an alleged unfair relationship taking into account s140A of the CCA. What happe... (6 pages)View decision -
Decision Reference DRN-4509078
28 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4509078 The complaint Mr P complaint is about the service he received from Bank of Scotland plc trading as Halifax (‘Halifax’) when raising two chargeback claims. What happened Mr P contacted Halifax to raise chargeback claims in relation to two transactions paid to the same retailer a... (4 pages)View decision -
Decision Reference DRN-4876167
28 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4876167 The complaint Mr H complains about the support offered by Barclays Bank UK PLC when his uncle (Mr L) suddenly, and unexpectedly, became unable to manage the joint bank account held with his wife (Mrs L). Mr H brings this complaint on behalf of Mr L (acting as his deputy) and th... (6 pages)View decision -
Decision Reference DRN-4836606
28 Jun 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4836606 The complaint Mr S complains Liverpool Victoria Insurance Company Limited (LV) did not complete satisfactory repairs to his boiler after he made a claim on his home insurance policy. There are several parties and representatives of LV involved throughout the complaint but for t... (3 pages)View decision -
Decision Reference DRN-4723119
28 Jun 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4723119 The complaint Mrs L complains that a balance transfer with Vanquis Bank Limited (“Vanquis”) went wrong and she’s been financially impacted. What happened In August 2023, Mrs L applied for a balance transfer of £1,922.82 from Vanquis. She was eligible for a promotional rate of s... (3 pages)View decision -
Decision Reference DRN-4648437
28 Jun 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4648437 The complaint Mr and Mrs L complained that a claim hasn’t been paid by Liverpool Victoria Insurance Company Limited on their contents insurance policy. What happened Mr and Mrs L took out a contents insurance policy with LV which started in August 2022. In January 2023, Mr and ... (4 pages)View decision