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 121262 results
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Decision Reference DRN-4437071
8 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4437071 The complaint Mr B complains Admiral Insurance (Gibraltar) Limited hasn’t offered a fair value for his car following its theft. What happened The details of the claim are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise the background and f... (3 pages)View decision -
Decision Reference DRN-4442793
8 Nov 2023 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4442793 The complaint Miss S complains that TransUnion International UK Limited (TransUnion) failed to remove a search from her credit file when instructed to do so by the credit provider. What happened I issued my provisional decision to both parties on 31 October 2023, which set out ... (3 pages)View decision -
Decision Reference DRN-4443965
8 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4443965 The complaint Mr B complains that National Westminster Bank Plc (NatWest) failed to raise chargeback claims for payments he made to an online casino, preventing him from recovering them. He thinks NatWest should therefore refund him for the payments. What happened Around May 20... (6 pages)View decision -
Decision Reference DRN-4432794
8 Nov 2023 U K Insurance Limited UpheldInsuranceDRN-4432794 The complaint Mrs D and Mr S have complained that U K Insurance Limited (‘UKI’) unfairly declined their claim. What happened Mrs D and Mr S have a travel insurance policy, underwritten by UKI. They went on a cruise for 15 days but unfortunately contracted Covid-19 and were inst... (3 pages)View decision -
Decision Reference DRN-4428599
8 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4428599 The complaint Mr S has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Mr S owned a rental property. He contacted British Gas to send an engineer to fix the central heating. When the engineer visit... (2 pages)View decision -
Decision Reference DRN-4435051
8 Nov 2023 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4435051 The complaint Mrs W complains that Phoenix Life Limited (Phoenix) caused unnecessary delays to the payment of her two pension plans. She also fees she received poor customer service. Phoenix upheld the complaint. It agreed to put right any financial loss caused by the unnecessa... (7 pages)View decision -
Decision Reference DRN-4401357
8 Nov 2023 Halifax Share Dealing Limited UpheldInvestmentsDRN-4401357 The complaint Mr S complained that Halifax Share Dealing Limited (‘Halifax’) delayed the transfer of his ISA to Halifax. He said the delay caused him to miss out on selling an underperforming investment and buying a better-performing investment, and so caused him a financial lo... (7 pages)View decision -
Decision Reference DRN-4434240
8 Nov 2023 Evolution Lending Limited UpheldMortgagesDRN-4434240 The complaint Miss A complains that Evolution Lending Limited (“Evolution”) lent to her irresponsibly as she had numerous debts at the time she took out her secured loan. She also says that Evolution didn’t treat her fairly when she was in financial difficulties. What happened ... (10 pages)View decision -
Decision Reference DRN-4406882
8 Nov 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4406882 The complaint Mr M complains about a declined buyer dispute claim with PayPal (Europe) Sarl et Cie SCA (“PayPal”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on givin... (2 pages)View decision -
Decision Reference DRN-4337432
8 Nov 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4337432 The complaint Mr K has complained that Domestic & General Insurance Plc (D&G) took payments in error from his bank account for someone else’s policy for a game console. What happened Mr K had a policy with D&G for a game console. He later contacted D&G because h... (3 pages)View decision
