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-4036930
22 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4036930 The complaint Mr S has complained about the cash settlement offered by Admiral Insurance (Gibraltar) Limited (‘Admiral’) under his home insurance policy following storm damage to his home. For the avoidance of doubt, the term ‘Admiral’ in this decision letter includes its loss ... (4 pages)View decision -
Decision Reference DRN-3921945
22 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-3921945 The complaint Ms L complains that when her tumble dryer broke down British Gas Insurance Limited didn’t repair it within a reasonable time, so she needed to replace it. They’ve offered her 50% of the cost of her new tumble dryer, but she wants them to cover the whole cost of th... (3 pages)View decision -
Decision Reference DRN-4025787
22 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-4025787 The complaint Mrs D has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under her home care policy. Reference to British Gas in this decision letter includes its agents and contractors acting under the relevant policy. Reference to Mrs D i... (5 pages)View decision -
Decision Reference DRN-4002993
22 Mar 2023 Entertainment Magpie Limited UpheldConsumer CreditDRN-4002993 The complaint Mrs W has complained about the way Entertainment Magpie Limited trading as Music Magpie dealt with a hire agreement she tells us was fraudulently taken out in her name. What happened Mrs W tells us she noticed a credit search was carried out in her name in July 20... (5 pages)View decision -
Decision Reference DRN-4041192
22 Mar 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4041192 The complaint Miss M is unhappy with Barclays Bank UK Plc (‘Barclays’) because they restricted access to her foreign currency account (‘the account’) due to inactivity, making the account dormant. Miss M said being unable to access the account had financial consequences for her... (5 pages)View decision -
Decision Reference DRN-3878566
22 Mar 2023 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-3878566 The complaint Miss G complains that the car she acquired through a hire purchase agreement with Toyota Financial Services (UK) PLC (TFS) wasn’t of satisfactory quality. What happened Miss G entered into a hire purchase agreement with TFS in June 2021 to acquire a used car. In A... (4 pages)View decision -
Decision Reference DRN-4034121
22 Mar 2023 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4034121 The complaint Mrs D is unhappy with TransUnion International UK Limited for not reporting accurate information on her credit file. Mrs D says this has had financial consequences for her. What happened I issued my provisional decision to both parties which set out the background... (5 pages)View decision -
Decision Reference DRN-4040999
22 Mar 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4040999 The complaint Mrs C complains The Prudential Assurance Company Ltd delayed processing the transfer of her pension to True Potential. She says she’s lost out financially because of them and had to delay her retirement plans because of their inaction. She now wants Prudential to ... (8 pages)View decision -
Decision Reference DRN-3919389
22 Mar 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3919389 The complaint Mr R complains that a car he acquired through a Hire Purchase Agreement (HPA) with BMW Financial Services (GB) Limited (BMW) wasn’t fit for purpose. BMW won’t allow him to reject it which is what he would like to do. What happened Mr R says he took out a HPA with ... (4 pages)View decision -
Decision Reference DRN-4030495
22 Mar 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4030495 The complaint Mr P complains that Starling Bank Limited failed to complete a chargeback after transactions he didn’t recognise left his account. What happened Mr P operated his account with Starling for business purposes as a sole trader, buying and selling items. He often used... (5 pages)View decision
