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 122405 results
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Decision Reference DRN-4307787
18 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4307787 The complaint Miss G is unhappy with the service she received from British Gas Insurance Limited, in relation to a home emergency insurance policy she held with it. What happened Miss G had a ‘homecare four’ home emergency insurance policy with British Gas. The policy provided ... (6 pages)View decision -
Decision Reference DRN-4307789
18 Aug 2023 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. UpheldInsuranceDRN-4307789 The complaint Mr S is unhappy that Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. trading as Telefonica Insurance UK Branch (Telefonica) declined a claim he made under his mobile phone insurance policy, for the loss of his handset. What happened Mr S is unhappy th... (5 pages)View decision -
Decision Reference DRN-4305227
18 Aug 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4305227 The complaint Mr Y complains about a buyer dispute claim he raised with PayPal (Europe) Sarl et Cie SCA (“PayPal”). What happened Mr Y complains that he purchased a pair of shoes from a third-party website, but when they arrived, they didn’t fit. Mr Y says he tried to contact t... (2 pages)View decision -
Decision Reference DRN-4305421
18 Aug 2023 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. UpheldInsuranceDRN-4305421 The complaint Mr S is unhappy that Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. trading as Telefonica Insurance UK Branch (Telefonica) declined a claim he made under his mobile phone insurance policy, for the loss of his handset. What happened Mr S is unhappy th... (5 pages)View decision -
Decision Reference DRN-4284725
18 Aug 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4284725 The complaint Mrs P has complained that Liverpool Victoria Insurance Company Limited (LV) unfairly declined a claim on her pet insurance policy. What happened Mrs P took out a pet insurance policy for her dog with LV in March 2019. In 2022 Mrs P made a claim for the removal of ... (3 pages)View decision -
Decision Reference DRN-4251558
18 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4251558 The complaint Mr M complains that Creation Financial Services Limited closed his account, didn’t credit his points, a free night stay voucher or refund the annual fee. He’d like his benefits credited and compensation for the impact caused to him. What happened Mr M had a reward... (3 pages)View decision -
Decision Reference DRN-4135572
18 Aug 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4135572 The complaint Mrs M complains that Tesco Personal Finance PLC trading as Tesco Bank gave her wrong information about her outstanding balance. What happened Mrs M rang Tesco to see what she owed on her account, and she was told by the call handler she had an outstanding balance ... (2 pages)View decision -
Decision Reference DRN-4298273
18 Aug 2023 Lloyds Bank PLC UpheldMortgagesDRN-4298273 The complaint Mr P’s complaint about Lloyds Bank PLC (Lloyds) relates to the temporary loss of title deeds (deeds) to his property which had been placed into their safekeeping. I issued my Provisional Decision on the 25 July 2023 and both Ms U on behalf of Mr P and Lloyds have ... (3 pages)View decision -
Decision Reference DRN-4300656
18 Aug 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4300656 Complaint Miss W has complained about a loan Loans 2 Go Limited (“L2G”) provided to her. She says the loan was unaffordable. Background L2G provided Miss W with a loan for £500 in July 2020. This loan had an APR of 1,013.2% and was due to be repaid in 18 monthly instalments of ... (3 pages)View decision -
Decision Reference DRN-4299990
17 Aug 2023 Covea Insurance plc UpheldInsuranceDRN-4299990 The complaint Mr and Mrs B complain about the settlement offered by Covea Insurance plc following a claim on their home insurance policy for storm damage. Mr and Mrs B have been represented by a third party throughout this complaint, however for ease of reading I’ve referred on... (3 pages)View decision
