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 125400 results
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Decision Reference DRN-4067351
4 Jul 2023 Barclays Bank UK PLC UpheldInsuranceDRN-4067351 The complaint Mrs W complains that Barclays Bank UK PLC, trading as Barclaycard, mis-sold payment protection insurance (‘PPI’) to her alongside a credit card. I want to make clear that this decision is only about the PPI sold to Mrs W alongside her card ending 09. What happened... (3 pages)View decision -
Decision Reference DRN-4206578
4 Jul 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4206578 The complaint Mrs Y complains Skyfire Insurance Company Limited (“Skyfire”) has unfairly handled a claim under her motor insurance policy. Any reference to Mrs Y or Skyfire includes respective agents or representatives. What happened The background of this complaint is well kno... (2 pages)View decision -
Decision Reference DRN-4196139
4 Jul 2023 PayrNet Limited UpheldBanking and PaymentsDRN-4196139 The complaint Mr D, on behalf of O, complains that PayrNet Limited won’t refund a transaction he didn’t make. What happened Mr D told us he took a call from someone purporting to be from PayrNet – “the scammer” – who advised him that a fraudulent transaction had taken place. Af... (2 pages)View decision -
Decision Reference DRN-4226440
4 Jul 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4226440 The complaint Mr and Mrs S’ complaint is about a claim Mr S made on their Fairmead Insurance Limited, trading as L&G (‘L&G’) legal expenses insurance policy. Mr and Mrs S say that L&G has treated them unfairly. What happened Mr S made a claim on his L&G legal ex... (3 pages)View decision -
Decision Reference DRN-4222632
4 Jul 2023 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-4222632 The complaint Mr K represents his mother – Mrs K – in this complaint. Originally, he had a power of attorney allowing him to do so. Sadly Mrs K died during the time we’ve been investigating. Mr K continues to represent her as the executor of her estate. Mr K complains about inf... (5 pages)View decision -
Decision Reference DRN-4039567
4 Jul 2023 Atom Bank PLC UpheldBanking and PaymentsDRN-4039567 The complaint Miss P complains that Atom Bank PLC provided incorrect information to HRMC which resulted in Miss P being asked to pay income tax on her savings. What happened In late 2022 Miss P received a letter from HMRC telling her that she owed income tax for the previous ta... (2 pages)View decision -
Decision Reference DRN-4197055
4 Jul 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4197055 The complaint Mr O complains about how Great Lakes Insurance SE (Great Lakes) handled a claim under his pet insurance policy for treatment of his dog. References to Great Lakes include their agents who administer the policy. In making his complaint, Mr O was supported by a repr... (8 pages)View decision -
Decision Reference DRN-3906584
4 Jul 2023 Vacation Finance Limited UpheldConsumer CreditDRN-3906584 The complaint Mr and Mrs H complain that Vacation Finance Limited, trading as VFL Finance Solutions, won’t refund to them the money that they paid for some holiday products. They’re being represented in their complaint by a claims management company. What happened Mr and Mrs H ... (5 pages)View decision -
Decision Reference DRN-4225310
4 Jul 2023 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4225310 I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. The complaint This complaint’s about a further advance that Miss O applied for on the buy-to-let (BTL) mortgage she holds with The Mortgage Work... (5 pages)View decision -
Decision Reference DRN-4226436
4 Jul 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4226436 The complaint Miss G is unhappy Domestic & General Insurance Plc (D&G) disposed of her TV after declining a claim she made under her appliance insurance policy. What happened In October 2022 Miss G called to register her tumble dryer warranty with D&G. During the ca... (3 pages)View decision
