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 120469 results
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Decision Reference DRN-3545744
25 Jul 2022 Think Money Limited UpheldBanking and PaymentsDRN-3545744 The complaint Mr C is unhappy that Think Money Limited (“thinkmoney”) hasn’t reimbursed him for his loss after he was the victim of a scam. What happened On 6 September 2021 Mr C received an email he believed to be from a builder he’d employed to work on his home. His son had b... (4 pages)View decision -
Decision Reference DRN-3612313
25 Jul 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3612313 The complaint Mr H complains that Madison CF UK Limited trading as 118 118 Money (118) misled him over a refinanced loan. What happened In February 2020, Mr H borrowed £3,500 on a loan from 118. It was payable over 24 months. The interest rate was an APR of 99.9%. The total pay... (4 pages)View decision -
Decision Reference DRN-3512956
25 Jul 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3512956 The complaint S, a limited company, complains that it didn’t receive an incentive payment after it switched its account to a different financial business. What happened S was eligible for the ‘Business Banking Switch scheme’. This was an incentive to encourage competition. It m... (3 pages)View decision -
Decision Reference DRN-3605511
25 Jul 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3605511 The complaint Mrs C complains that Tesco Personal Finance PLC trading as Tesco Bank (Tesco) lent to her irresponsibly and didn’t help her when she was in financial difficulty. What happened Mrs C applied online for a credit card in July 2016 – she asked for a balance transfer o... (5 pages)View decision -
Decision Reference DRN-3607415
25 Jul 2022 U K Insurance Limited UpheldInsuranceDRN-3607415 The complaint Mr W is unhappy with U K Insurance Limited’s (UKI’s) handling of a claim he made for subsidence damage to his property. What happened I issued a provisional decision on this complaint in May 2022, explaining that I was intending to partially uphold it. Here’s what... (9 pages)View decision -
Decision Reference DRN-3595813
25 Jul 2022 esure Insurance Limited UpheldInsuranceDRN-3595813 The complaint Mrs L complains about esure Insurance Limited’s handling of her buildings insurance claim. All references to esure also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Ins... (2 pages)View decision -
Decision Reference DRN-3563640
25 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3563640 The complaint Mr P complains about PayPal (Europe) Sarl et Cie SCA and their decision to debit his account stating he had been double compensated, which he feels is incorrect. What happened On 1 June 2021, Mr P made two separate payments to an online retailer, who I’ll refer to... (3 pages)View decision -
Decision Reference DRN-3338994
25 Jul 2022 U K Insurance Limited UpheldInsuranceDRN-3338994 The complaint Mr and Mrs P are unhappy with how U K Insurance Limited trading as Direct Line (‘UKI’) handled their travel insurance claim for a cancelled trip. What happened Mr and Mrs P held a travel insurance policy as a benefit of their home insurance, provided by UKI. The p... (3 pages)View decision -
Decision Reference DRN-3593020
25 Jul 2022 Dentons Pension Management Limited UpheldPensions and AnnuitiesDRN-3593020 The complaint Mr M says that Dentons Pension Management Limited (Dentons) was responsible for delays in effecting his disinvestment instructions when he decided to switch certain of his Self- invested Personal Pension (SIPP) funds to a Qualifying Recognised Overseas Pension Sch... (7 pages)View decision -
Decision Reference DRN-3574422
25 Jul 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3574422 The complaint Mr D complains that Domestic & General Insurance Plc (D&G) have paid less than it should have towards the cost of replacing his boiler under his home emergency policy. What happened Mr D had a policy with D&G that provides an annual service for his cen... (3 pages)View decision
