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 125399 results
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Decision Reference DRN-3217711
7 Sep 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3217711 The complaint Mr C has complained that Tesco Personal Finance PLC, trading as Tesco Bank (“Tesco”), hasn’t done enough to recover money he paid using his Tesco credit card. Although many of the products and services dealt with in this decision were in the name of Mr C and his w... (5 pages)View decision -
Decision Reference DRN-4190344
7 Sep 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4190344 The complaint Mr R complains that Metro Bank Plc held him liable for payments from his account which he says he didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of s... (3 pages)View decision -
Decision Reference DRN-4335994
7 Sep 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4335994 The complaint Miss L has complained about Advantage Insurance Company Limited. She isn’t happy about the way it dealt with a claim under her motor insurance policy. For ease of reading any reference to Advantage includes its agents. What happened I looked at this case and provi... (3 pages)View decision -
Decision Reference DRN-4217673
6 Sep 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4217673 The complaint Mr A complains about TSB Bank plc. He says that TSB didn’t do enough to help him when he became the victim of a scam and would like TSB to refund him the money he has lost as a result. What happened In 2021, Mr A was contacted through Facebook messenger by an indi... (3 pages)View decision -
Decision Reference DRN-4298843
6 Sep 2023 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. UpheldInsuranceDRN-4298843 The complaint Mr M has complained that Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. (trading as Telefonica Insurance UK Branch) (Telefonica) has rejected a claim for the loss of his mobile phone. References to Telefonica include its agents and claims administrato... (3 pages)View decision -
Decision Reference DRN-4289913
6 Sep 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4289913 The complaint Mr O has complained that Lloyds Bank PLC won’t refund the money he lost after falling victim to a scam. What happened In 2022, Mr O was looking into investing in precious metals. He found an advert for an investment firm, and gave them his contact details to find ... (4 pages)View decision -
Decision Reference DRN-4313048
6 Sep 2023 Marsh Finance Ltd UpheldConsumer CreditDRN-4313048 The complaint Mr S is unhappy with how Marsh Finance Ltd (‘MFL) dealt with the termination of a hire purchase agreement he had with them. Mr S is being represented in this complaint by Miss S under a Lasting Power of Attorney (‘LPA’). What happened In February 2019, Mr S was su... (4 pages)View decision -
Decision Reference DRN-4038424
6 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4038424 The complaint Mr H complains that Barclays Bank UK PLC won’t refund an ATM withdrawal he says didn’t dispense the cash he requested. What happened On 16 December 2022, Mr H tried to withdraw £500 from a cash machine. He explains that it made sounds like it was going to dispense... (3 pages)View decision -
Decision Reference DRN-4237344
6 Sep 2023 West Bay Insurance Plc UpheldInsuranceDRN-4237344 The complaint Mr M complains that West Bay Insurance Plc disposed of his van without his consent following a claim made on his commercial motor insurance policy. What happened Mr M’s van was damaged and West Bay said it was beyond economical repair. An engineer assessed the van... (3 pages)View decision -
Decision Reference DRN-4227212
6 Sep 2023 QIC Europe Ltd UpheldInsuranceDRN-4227212 The complaint Miss E complains about how QIC Europe Ltd (QIC) dealt with a claim under her home insurance policy for damage from a leak at her property. QIC use agents to administer the policy and to assess claims. Reference to QIC includes these agents. What happened Miss E ha... (6 pages)View decision
