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 128535 results
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Decision Reference DRN-4095947
25 Apr 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4095947 The complaint Mr and Mrs M have complained that Casualty & General Insurance Company (Europe) Ltd (C&G) unfairly declined a claim under their pet insurance policy and added an unfair exclusion to the policy. What happened Mr and Mrs M first took out insurance for their ... (3 pages)View decision -
Decision Reference DRN-3832018
25 Apr 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3832018 The complaint Miss F is unhappy Clydesdale Bank Plc trading as Virgin Money won’t refund her a payment she made, for accommodation, on her credit card. What happened In July 2019, Miss F booked an accommodation for £5,000, for 7 to 11 October 2020. Miss F used her Virgin Money ... (4 pages)View decision -
Decision Reference DRN-3993619
25 Apr 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3993619 The complaint Mr L has complained that Bank of Scotland plc (BoS) incorrectly recorded three missed payments on his credit file when it cancelled an authorised overdraft on his student bank account without his knowledge. What happened Mr L had a student account with an agreed o... (3 pages)View decision -
Decision Reference DRN-4011860
24 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4011860 The complaint Mr W and Mrs W complain that British Gas Insurance Limited (British Gas) provided poor service as they cancelled several service appointments at a time when they had issues with their boiler, and then charged her two excess payments for the repair that was underta... (3 pages)View decision -
Decision Reference DRN-4095586
24 Apr 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4095586 The complaint Mr K complains about several service issues with Vanquis Bank Limited (Vanquis). What happened Mr K had a credit card from Vanquis. In October 2021, the balance was £3,454 and the limit was £3,500. Mr K ran into financial difficulty and in October 2021, Vanquis ag... (4 pages)View decision -
Decision Reference DRN-4074342
24 Apr 2023 Tesco Underwriting Limited UpheldInsuranceDRN-4074342 The complaint Mr F complains that Tesco Underwriting Limited (“Tesco”) cancelled his home insurance policy without any notification. What happened Mr F bought an engagement ring and then called Tesco to include this as a specified item on his policy. Mr F says Tesco then cancel... (3 pages)View decision -
Decision Reference DRN-4006261
24 Apr 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4006261 The complaint Mr R is unhappy HSBC UK Bank Plc will not refund the money he lost after falling victim to a vehicle purchase scam. What happened The detailed background to this complaint is well known to both parties and was outlined in the provisional decision I issued on 3 Apr... (9 pages)View decision -
Decision Reference DRN-4090669
24 Apr 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4090669 The complaint Mr C complains that the compensation offered by The Prudential Assurance Company Limited following delays to the payment of some pension benefits is insufficient. What happened I issued a provisional decision on this complaint last month. In that decision I explai... (3 pages)View decision -
Decision Reference DRN-3979396
24 Apr 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3979396 The complaint Mr G complained about how AXA Insurance UK Plc handled his car repair claim under his motor insurance policy. What happened After Mr G ’s car was damaged in an accident AXA agreed to have it car repaired by their approved repairers (AXA’s garage). However they did... (2 pages)View decision -
Decision Reference DRN-4052988
24 Apr 2023 Euroins AD UpheldInsuranceDRN-4052988 The complaint Mr and Mrs S complain about how Euroins AD (‘Euroins’) handled a claim under their travel insurance policy when Mr S experienced a medical emergency abroad. All references to Euroins include the agents appointed to handle claims and complaints on its behalf. What ... (3 pages)View decision