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 122183 results
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Decision Reference DRN-4291286
9 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4291286 The complaint Mrs G complains UK Insurance trading as Privilege (UKI) unfairly declined her claim on her home insurance policy. There are several parties and representatives of UKI involved throughout the complaint but for the purposes of this complaint I’m only going to refer ... (4 pages)View decision -
Decision Reference DRN-4291944
9 Aug 2023 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4291944 The complaint Miss A is unhappy with a car supplied under a hire purchase agreement provided by Specialist Motor Finance Limited (‘SMF’). What happened Miss A acquired a used car in June 2022 funded by a hire purchase agreement with SMF. The car cost £15,145 and SMF said the mi... (6 pages)View decision -
Decision Reference DRN-4260682
9 Aug 2023 HDI Global Specialty SE UpheldInsuranceDRN-4260682 The complaint Mrs P complains about Casualty & General Insurance Company (Europe) Ltd (HDi) declining claims under her pet insurance policy for treatment of her dog. References to HDi include their agents who administer the policy. What happened In February 2023 Mrs P had t... (4 pages)View decision -
Decision Reference DRN-4050546
9 Aug 2023 National Westminster Bank Plc UpheldMortgagesDRN-4050546 The complaint Mr and Mrs C complain they weren’t able to remortgage with National Westminster Bank Plc in September 2022, as NatWest said they couldn’t pay an Early Repayment Charge (“ERC”) to end their current deal without advice, and no advice could be given for over six week... (4 pages)View decision -
Decision Reference DRN-4205222
9 Aug 2023 esure Insurance Limited UpheldInsuranceDRN-4205222 The complaint Mr L is complaining about the way esure Insurance Limited has repaired his car after he made a claim on his car insurance policy. What happened The facts of this complaint are well known to all parties, so I won’t set them out in detail. But in summary Mr L is unh... (6 pages)View decision -
Decision Reference DRN-4233215
9 Aug 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4233215 The complaint C, a sole trader, is unhappy that Revolut Ltd has refused to refund the money he lost after falling victim to a scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary:... (3 pages)View decision -
Decision Reference DRN-4134032
9 Aug 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4134032 The complaint Mr G complains the Co-operative Bank Plc allowed an unknown third party to change his security details enabling them to make over £7,000 in fraudulent payments. What happened Mr G called the Co-operative Bank on 19 October 2022 to say he’d received an email tellin... (2 pages)View decision -
Decision Reference DRN-4219952
9 Aug 2023 Acasta European Insurance Company Limited UpheldInsuranceDRN-4219952 The complaint Mr M has complained about the sale of a furniture damage protection policy by Acasta European Insurance Company Limited when he bought a bed. Mr M’s mother Mrs M is representing him in his complaint. All references in my decision to the underwriter of the policy A... (2 pages)View decision -
Decision Reference DRN-4119120
9 Aug 2023 Tesco Underwriting Limited UpheldInsuranceDRN-4119120 The complaint Mr K complains about how Tesco Underwriting Limited (“Tesco”) handled a claim on his motor insurance policy. When I mention Tesco I also mean its suppliers and repairers. What happened Mr K had a motor insurance policy with Tesco covering his car. In June 2022 he ... (3 pages)View decision -
Decision Reference DRN-4291071
9 Aug 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4291071 The complaint Mr A complains about how Accredited Insurance (Europe) Ltd (“Accredited”) handled a claim he made under his home emergency policy. Any reference to Accredited includes its agents and engineers acting on its behalf. What happened Mr A has home emergency insura... (5 pages)View decision
