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 119592 results
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Decision Reference DRN-3813699
22 Dec 2022 Tor Currency Exchange Limited UpheldBanking and PaymentsDRN-3813699 The complaint Mrs A and Mrs M complain that Tor Currency Exchange Limited (Tor FX) failed to carry out an agreed currency exchange. As a result, they incurred fees and would like compensation. What happened The facts of this case are known to both parties, so I won’t go into a ... (3 pages)View decision -
Decision Reference DRN-3809041
22 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3809041 The complaint Mrs R complains that Barclays Bank UK plc recorded a default about her account with credit reference agencies without contacting her before doing so. What happened Mrs R had a joint current account with Barclays. She opened the account as a sole account in 1997 an... (4 pages)View decision -
Decision Reference DRN-3818238
22 Dec 2022 Adrian Flux Insurance Services Group UpheldInsuranceDRN-3818238 The complaint Miss C complains that Adrian Flux Insurance Services Group (“Adrian Flux”) is responsible for poor service in connection with her motor insurance policy. Where I refer to Adrian Flux, I include its claims helpline call-handlers and others insofar as I hold Adrian ... (3 pages)View decision -
Decision Reference DRN-3843785
22 Dec 2022 Covea Insurance plc UpheldInsuranceDRN-3843785 The complaint Mr and Mrs C complain that Covea Insurance plc failed to repair their property to a proper standard following a kitchen fire, and they provided poor customer service. What happened Mr and Mrs C held a buildings and contents insurance policy with Covea. In Decembe... (3 pages)View decision -
Decision Reference DRN-3846713
22 Dec 2022 British Gas Insurance Limited UpheldInsuranceDRN-3846713 The complaint Miss Z has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under her home emergency policy. References to British Gas include companies acting on its behalf. What happened Miss Z contacted British Gas when she found a leak in he... (2 pages)View decision -
Decision Reference DRN-3872036
22 Dec 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3872036 The complaint Ms A complains about the settlement payment offered by Admiral Insurance (Gibraltar) Limited (Admiral) following the theft of her car, under her motor insurance policy. What happened In December 2021 Ms A’s car was stolen. She reported the theft to the police and ... (5 pages)View decision -
Decision Reference DRN-3872259
22 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3872259 The complaint Mrs R complained that QIC Europe Ltd (“QIC”) unfairly declined her claim under her home insurance policy. What happened Mrs R made a claim after her outbuilding was significantly damaged in bad weather. After Mrs R contacted QIC several times, it sent a surveyor t... (3 pages)View decision -
Decision Reference DRN-3855031
22 Dec 2022 Zurich Insurance PLC UpheldInsuranceDRN-3855031 The complaint Mr D complains about the amount Zurich Insurance PLC paid for his car after he claimed on his car insurance policy. What happened Mr D’s car was damaged, so he claimed on his policy with Zurich. Zurich reviewed the claim and accepted it. They said due to the damag... (2 pages)View decision -
Decision Reference DRN-3772466
22 Dec 2022 Accelerant Insurance Limited UpheldInsuranceDRN-3772466 The complaint Mr M complains Accelerant Insurance Limited unfairly declined a claim he made on his landlord insurance policy. What happened Mr M owns two adjoining properties that were insured with Accelerant. In November 2021, a section of the render came down from the two pro... (4 pages)View decision -
Decision Reference DRN-3846162
22 Dec 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3846162 The complaint Mr K complains Bank of Scotland plc’s approach to strong customer authentication means that he can’t use his online banking when he’s away from home. What happened Mr K has a current account, a debit card, and a credit card with Bank of Scotland. Mr K says that he... (8 pages)View decision
