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 121115 results
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Decision Reference DRN-4205492
11 Aug 2023 QIC Europe Ltd UpheldInsuranceDRN-4205492 The complaint Mr and Mrs A are unhappy with the way QIC Europe Limited (QIC) handled their claim for two escapes of water. Mr and Mrs A had buildings and contents insurance in joint names. For ease of reading, I’ll refer mainly to Mr A throughout my decision. What happened Mr A... (3 pages)View decision -
Decision Reference DRN-4094464
11 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4094464 The complaint X complains that UK Insurance Limited trading as Direct Line (“UKI”) caused damage to his car when it was handling a claim on his motor insurance policy. When I mention UKI I also mean its repairers and recovery agents. What happened X had a motor insurance policy... (3 pages)View decision -
Decision Reference DRN-4191030
11 Aug 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4191030 The complaint Mr and Mrs K complain about Royal and Sun Alliance Insurance Limited’s (RSA) settlement of their claim under their home insurance policy. What happened Mr and Mrs K made a claim in September 2019, against the policy for some stolen jewellery. Following our service... (3 pages)View decision -
Decision Reference DRN-4027402
11 Aug 2023 Belmont Green Finance Limited UpheldMortgagesDRN-4027402 The complaint Mr and Mrs S complain that when they remortgaged their Buy To Let (“BTL”) property with Belmont Green Finance Limited trading as Vida Homeloans (“Vida”) it delayed the new mortgage so it could charge more. Mr S also complained about how Vida treated him. What happ... (5 pages)View decision -
Decision Reference DRN-4095079
11 Aug 2023 esure Insurance Limited UpheldInsuranceDRN-4095079 The complaint Mr I complains about how esure Insurance Limited handled his claim on his home insurance policy. What happened Mr I had a home insurance policy that was underwritten by esure. In February 2022 he made a claim after a survey of the property had identified subsidenc... (3 pages)View decision -
Decision Reference DRN-4203977
11 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4203977 The complaint Miss L complains that Creation Financial Services Limited won’t refund all the credit card payments she didn’t make. What happened Miss L says she told Creation that she didn’t recognise some payments on her credit card account. It made a refund to her. But she sa... (3 pages)View decision -
Decision Reference DRN-4226911
11 Aug 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4226911 The complaint Mrs L complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) rejected a claim on her pet insurance policy. What happened Mrs L took out an ‘Elite’ pet insurance policy for her pet dog in August 2019. In October 2021 when her pet was exper... (2 pages)View decision -
Decision Reference DRN-4256610
11 Aug 2023 Oplo PL Ltd UpheldConsumer CreditDRN-4256610 The complaint Mr D complains that the loan he had from Oplo PL Ltd was unaffordable to him. What happened Mr D had one loan from Oplo in July 2022 as follows: Loan Date Amount Term Monthly Repayment Due Repaid 1 12 Jul 2022 £15,000 60m £425.93 1 July 2027 Sold Mr D says Oplo di... (4 pages)View decision -
Decision Reference DRN-4293784
11 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4293784 The complaint Mrs S complains that Barclays Bank UK PLC trading as Barclaycard ignored her payment proposal and they provided her with poor customer service. What happened Mrs S says that she wrote to Barclaycard to let them know there was a change in her financial circumstance... (6 pages)View decision -
Decision Reference DRN-4147576
11 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4147576 The complaint B, a limited company, complains that Barclays Bank UK PLC blocked its account causing business disruption and loss and didn’t deal with disputed transactions on the account. What happened B says that it raised a fraud claim in September 2020 and that Barclays didn... (3 pages)View decision
