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-3956331
16 Feb 2023 Arval UK Limited UpheldConsumer CreditDRN-3956331 The complaint Mr J has complained about the quality of a car he’d acquired on a hire agreement with Arval UK Limited. What happened In April 2021 Mr J acquired a car under a two-year hire agreement with Arval UK. Mr J paid an initial rental payment of around £1,500 and had mont... (3 pages)View decision -
Decision Reference DRN-3951871
16 Feb 2023 Wirecard Card Solutions Limited UpheldBanking and PaymentsDRN-3951871 The complaint Mr A complains about Wirecard Card Solutions Limited’s decision to close his Pockit account and withhold his money. The Pockit account is a pre-paid payment card administered by Wirecard Card Solutions Limited. What happened In March 2021, Wirecard blocked Mr A’s ... (3 pages)View decision -
Decision Reference DRN-3737374
16 Feb 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3737374 The complaint Mrs T complained that Tesco Personal Finance PLC, trading as Tesco Bank (“Tesco”), irresponsibly increased the credit limit on her credit card account such that she couldn’t afford to repay it. What happened Mrs T took out a credit card with Tesco in July 2013, wi... (3 pages)View decision -
Decision Reference DRN-3967587
15 Feb 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3967587 The complaint Mrs P thought Royal & Sun Alliance Insurance Limited (“RSA”) made an unfair settlement offer in lieu of replacing her carpet following an escape of water claim under her home insurance policy. What happened Mrs P made a claim in June 2021 on her policy followi... (3 pages)View decision -
Decision Reference DRN-3930933
15 Feb 2023 esure Insurance Limited UpheldInsuranceDRN-3930933 The complaint Mrs H complains that esure Insurance Limited wouldn’t renew her motor insurance policy following a minor accident. What happened Mrs H’s policy was due for renewal with esure. Unfortunately, Mrs H had a minor accident and she reported this to esure and on the same... (2 pages)View decision -
Decision Reference DRN-3963995
15 Feb 2023 U K Insurance Limited UpheldInsuranceDRN-3963995 The complaint Mr A has complained that U K Insurance Limited (UKI) have turned down his claim under his ‘master of all trades’ insurance policy. What happened A small JCB Digger owned by Mr A in connection with his business was stolen from his garden between 10 and 11pm. UKI ap... (4 pages)View decision -
Decision Reference DRN-3816565
15 Feb 2023 Beaufort Financial Planning Ltd UpheldInvestmentsDRN-3816565 The complaint Miss L complains that Beaufort Financial Planning Ltd (“Beaufort”) didn’t change the risk profile of her investment portfolio as expected. Miss L is also unhappy about mistakes Beaufort later made when telling her about the performance of her investment. What happ... (3 pages)View decision -
Decision Reference DRN-3969016
15 Feb 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3969016 The complaint Mr R has complained that Bank of Scotland plc trading as Halifax recorded adverse information on his credit file. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the r... (2 pages)View decision -
Decision Reference DRN-3965374
15 Feb 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3965374 The complaint Mrs T and Mr T complain about Royal & Sun Alliance Insurance Limited’s handling of a claim under their home insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mrs T and Mr ... (8 pages)View decision -
Decision Reference DRN-3935867
15 Feb 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3935867 The complaint Mr J complains about the way Santander UK Plc handled a claim which he made to it in relation to a transaction on his Santander credit card. What happened Mr J purchased flights priced at £1,386 for family members using his Santander credit card through a travel a... (4 pages)View decision
