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 121479 results
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Decision Reference DRN-4299100
6 Oct 2023 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4299100 The complaint Mrs H complains that a used car she acquired with finance provided by N.I.I.B. Group Limited (trading as Northridge Finance) is of unsatisfactory quality and she wants to reject it and receive a refund. What happened Mrs H acquired this car with a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-4242492
6 Oct 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4242492 The complaint Mr S has complained about his previous motor insurer Admiral Insurance (Gibraltar) Limited because it duplicated a claim record which affected the renewal premium it offered, causing Mr S to take insurance elsewhere. What happened Mr S was involved in an accident ... (3 pages)View decision -
Decision Reference DRN-4342118
6 Oct 2023 AWP P&C SA UpheldInsuranceDRN-4342118 The complaint Ms T is unhappy with the way in which AWP P&C SA (‘AWP’) handled a claim made under her travel insurance policy (‘the policy’). All reference to AWP includes its medical assistance team. What happened Whilst abroad in 2021 – on an extended trip - Ms T suffered... (4 pages)View decision -
Decision Reference DRN-4018781
6 Oct 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4018781 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money allowed fraud to occur on his account, which had a knock-on effect on his credit file. What happened In May 2022, the details on Mr B’s Virgin Money credit card account were changed. Virgin Money has ... (2 pages)View decision -
Decision Reference DRN-4377424
6 Oct 2023 QIC Europe Ltd UpheldInsuranceDRN-4377424 The complaint Ms K complains about the delays in QIC Europe Ltd dealing with a claim for fire damage on her home insurance policy. What happened In March 2022, Ms K was woken up during the night by a neighbour banging on her front door. Ms K’s next door neighbour’s house was on... (3 pages)View decision -
Decision Reference DRN-4383302
6 Oct 2023 ITI Capital Limited UpheldInvestmentsDRN-4383302 The complaint Mr K complains about the way ITI Capital Limited have administered his share dealing account. He has encountered problems with the transfer of his account. He has also raised concerns about how a name change on his account was handled and the way he has been commu... (3 pages)View decision -
Decision Reference DRN-4091118
6 Oct 2023 China Taiping Insurance (UK) Co Ltd UpheldInsuranceDRN-4091118 The complaint Mr H and Ms B complain about how China Taiping Insurance (UK) Co Ltd has handled a claim for subsidence on their buildings insurance policy. They also complain that subsidence cover has been removed from their policy following the claim. What happened In 2019, Mr ... (3 pages)View decision -
Decision Reference DRN-4383981
6 Oct 2023 The Salvation Army General Insurance Corporation Ltd UpheldInsuranceDRN-4383981 The complaint Miss S and Mr M have complained about the Salvation Army General Insurance Corporation Ltd’s (SAGIC’s) decision to decline a claim they made for damage to their property, caused by subsidence. They’re also unhappy about SAGIC’s decision to not renew the insurance ... (16 pages)View decision -
Decision Reference DRN-4323940
6 Oct 2023 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-4323940 The complaint Mr S has complained about Aioi Nissay Dowa Insurance UK Limited trading as Tesco Bank Box Insurance. He isn’t happy about the way it dealt with a claim under his motor insurance policy. What happened Mr S made a claim under his motor insurance policy and initially... (2 pages)View decision -
Decision Reference DRN-4108178
6 Oct 2023 Clydesdale Bank Plc UpheldInvestmentsDRN-4108178 The complaint Mrs W complains about the service provided by Clydesdale Bank Plc trading as Virgin Money when opening an ISA and a fixed rate bond. What happened In 2022 Mrs W held an account with Virgin Money that matured – the proceeds of which were paid into her chosen bank a... (3 pages)View decision
