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 130332 results
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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 -
Decision Reference DRN-4888999
6 Sep 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4888999 The complaint Mr D complains that Shop Direct Finance Company Limited trading as very irresponsibly increased his credit limit on his running account credit agreement. Mr D says he couldn’t afford the increases. What happened Shop Direct granted Mr D a running account credi... (3 pages)View decision -
Decision Reference DRN-5004728
6 Sep 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5004728 The complaint Mrs J complains about Accredited Insurance (Europe) Ltd’s handling of her claim under her home insurance policy. Accredited are the insurers of Mrs J’s policy. Part of this complaint concerns the actions of an agent. As Accredited have accepted they are accoun... (7 pages)View decision -
Decision Reference DRN-5004724
6 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5004724 The complaint Ms C complains about the way Santander UK Plc (Santander) handled a block it placed on her account and about other administrative issues with her accounts. What happened Ms C held a current and savings account with Santander. In March 2023 Ms C completed a ho... (5 pages)View decision