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-3763698
28 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3763698 The complaint Ms B complains NewDay Ltd trading as Debenhams didn’t deal fairly with a dispute she raised over a payment she made on her card for a COVID-19 testing service. What happened Ms B used her NewDay credit card in November 2020 to pay £157.99 for two COVID tests from ... (5 pages)View decision -
Decision Reference DRN-3797990
28 Nov 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3797990 The complaint Mrs L and Mr P complain about the settlement offered by Admiral Insurance Company Limited after a claim on their motor insurance policy. Mr P is a named driver on Mrs L’s policy. What happened Mrs L’s car was stolen and not recovered. Mrs L was entitled to a like ... (2 pages)View decision -
Decision Reference DRN-3825745
28 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3825745 The complaint Miss G complains British Gas Insurance Limited left her without heating or hot water for 15 months following a claim against her homecare insurance policy. What happened Miss G says British Gas failed to reattend to resolve outstanding claim issues which led to he... (4 pages)View decision -
Decision Reference DRN-3440581
28 Nov 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3440581 The complaint Mrs J complains Mercedes-Benz Financial Services UK Limited (MBFS) unfairly applied end of contract charges to her car finance agreement. What happened In November 2018, Mrs J entered into a 24 month personal contract purchase (PCP) agreement for a ... (3 pages)View decision -
Decision Reference DRN-3770674
28 Nov 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3770674 The complaint Mr B and Mrs S have complained about poor customer service and delays by Barclays Bank UK Plc when they were re-arranging their mortgage onto a new offset mortgage product. To settle the complaint Mr B, who has dealt with the complaint throughout, would like Barcl... (3 pages)View decision -
Decision Reference DRN-3809519
28 Nov 2022 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3809519 The complaint Ms M complains that Watford Insurance Company Europe Limited unfairly voided a car insurance policy and refused to pay her claim. What happened Ms M insured a car with Watford Insurance. Her car was damaged in an accident and she claimed on the policy. After makin... (3 pages)View decision -
Decision Reference DRN-3828833
28 Nov 2022 Telefonica UK Limited UpheldConsumer CreditDRN-3828833 The complaint Mr G complains that Telefonica UK Limited, trading as O2, were wrong to report a default on his account when the account had already been settled and closed with a zero balance. What happened The details of this complaint are well known to both parties, so I won’t... (2 pages)View decision -
Decision Reference DRN-3735967
28 Nov 2022 Amtrust Europe Limited UpheldInsuranceDRN-3735967 The complaint Mr K has complained about Amtrust Europe Limited’s decision to decline a claim he made under his Premier Guarantee New Home Warranty. What happened The subject of this complaint is a building comprised of eight flats. Damage has been caused to the common parts of ... (5 pages)View decision -
Decision Reference DRN-3828709
28 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3828709 The complaint Mr M says NewDay Ltd irresponsibly lent to him. He has requested that the interest and late payment charges he paid be refunded. What happened This complaint is about credit provided by NewDay Ltd across four credit card accounts. The first credit card (‘Marbles’)... (5 pages)View decision -
Decision Reference DRN-3767330
28 Nov 2022 Mulsanne Insurance Company Limited UpheldInsuranceDRN-3767330 The complaint Miss B complains that Mulsanne Insurance Company Limited (“Mulsanne”) cancelled her motor insurance policy. What happened Miss B had a motor insurance policy with Mulsanne, arranged through a broker. Her policy was one that used a telematics system (commonly known... (3 pages)View decision
