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 120469 results
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Decision Reference DRN-4299540
21 Sep 2023 International General Insurance Company (UK) Ltd UpheldInsuranceDRN-4299540 The complaint Mr B complains about the way International General Insurance Company (UK) Ltd (IGIC) has handled a claim under his building warranty. Any reference to IGIC includes the actions of its agents. What happened The circumstances of this complaint are well known to both... (3 pages)View decision -
Decision Reference DRN-4286011
21 Sep 2023 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4286011 The complaint Mrs C is unhappy that a car supplied to her under a conditional sale agreement with Moneybarn No.1 Limited was of an unsatisfactory quality. What happened On 22 December 2023, Mrs C was supplied with a used car through a conditional sale agreement with Moneybarn. ... (4 pages)View decision -
Decision Reference DRN-4255966
21 Sep 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4255966 The complaint Mr G complains as attorney for his mother Mrs G, that Nationwide Building Society refused to allow him to make withdrawals from his mother's and late father's accounts. What happened In early December 2022 Mr G attended a branch of Nationwide and asked t... (3 pages)View decision -
Decision Reference DRN-3672333
21 Sep 2023 Amicus Insurance Solutions Limited UpheldInsuranceDRN-3672333 The complaint A company I’ll refer to as D has complained that Amicus Insurance Solutions Limited didn’t highlight a significant exclusion that was added to its commercial insurance policy. Mr L, a director of D, has brought the complaint on D’s behalf, although Mrs A is acting... (18 pages)View decision -
Decision Reference DRN-4302827
21 Sep 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4302827 The complaint Mr J complains about interest applied to his credit card balance by NewDay Ltd during a balance transfer promotional period. What happened In September 2022 Mr J applied for a branded credit card with NewDay. Mr J’s explained that he wanted to take advantage of a ... (2 pages)View decision -
Decision Reference DRN-4331296
21 Sep 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4331296 The complaint Mrs B complains that Casualty & General Insurance Company (Europe) Ltd (‘C&G’) turned down her pet insurance claim and placed exclusions on her policy. What happened In May 2021 Mrs B took out pet insurance with C&G. In 2022 her dog needed vet treatmen... (4 pages)View decision -
Decision Reference DRN-4348699
21 Sep 2023 Curve UK Limited UpheldBanking and PaymentsDRN-4348699 The complaint Miss K complaints that Curve UK Limited won’t refund payments she didn’t make. 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 giving the reasons for my d... (3 pages)View decision -
Decision Reference DRN-4362417
21 Sep 2023 esure Insurance Limited UpheldInsuranceDRN-4362417 The complaint Mrs N is unhappy with how esure Insurance Limited (Esure) settled a third-party claim under her car insurance policy. What happened Mrs N has a car insurance policy with Esure. In January 2022, Mrs N’s neighbour accused her of damaging their vehicle whilst she was... (4 pages)View decision -
Decision Reference DRN-4330980
21 Sep 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4330980 The complaint Mr C has complained that Skyfire Insurance Company Limited unreasonably delayed in dealing with his claim under his motor policy and then unfairly declined to pay his claim. Further he wasn’t given a hire car and had to pay £2,000 in taxi fares taking his child fo... (2 pages)View decision -
Decision Reference DRN-4216724
21 Sep 2023 PayrNet Limited UpheldBanking and PaymentsDRN-4216724 The complaint A company, which I’ll refer to as D, complains that PayrNet Limited won’t refund payments it didn’t make. Mr N, who is a director of D, brings the complaint on D’s behalf. ANNA Money, who N’s account is with, is an agent for PayrNet. For ease, I’ll mainly refer to... (2 pages)View decision
