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 122580 results
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Decision Reference DRN-3640133
16 Sep 2022 Chip Financial Ltd UpheldBanking and PaymentsDRN-3640133 The complaint Mr M complains about the customer service he received from Chip Financial Ltd. What happened In late 2021, Mr M received an email from Chip telling him that his account had been downgraded because it had been unable to collect his subscription fee. Mr M contacted ... (2 pages)View decision -
Decision Reference DRN-3707926
16 Sep 2022 QIC Europe Ltd UpheldInsuranceDRN-3707926 The complaint Miss J and Miss W complain QIC Europe Ltd unfairly declined their buildings insurance claim. Miss J and Miss W are being represented by I. But for ease I will refer to Miss J and Miss W below. All references to QIC also include its appointed agents. What happened ... (4 pages)View decision -
Decision Reference DRN-3702919
16 Sep 2022 EUI Limited UpheldInsuranceDRN-3702919 The complaint Mr C complains that EUI Limited (EUI) unfairly increased his policy premium mid-term because he changed occupation. What happened In September 2021 Mr C went online to update his motor insurance policy due to a modification he’d made to his car. He wasn’t able to ... (3 pages)View decision -
Decision Reference DRN-3636876
16 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3636876 The complaint Mrs G and Mr R are unhappy with the amount Aviva Insurance Limited is proposing to pay them to put right damage caused by poor quality workmanship. What happened Aviva previously carried out some repair works at Mrs G and Mr R’s property. However, they have since ... (2 pages)View decision -
Decision Reference DRN-3688114
16 Sep 2022 The Baxendale Insurance Company UpheldInsuranceDRN-3688114 The complaint Mr R complains about the way The Baxendale Insurance Company handled a claim against his marine insurance policy. Reference to Baxendale include their agents. What happened The background to the complaint is known to all parties so I won’t repeat it here. In my de... (4 pages)View decision -
Decision Reference DRN-3615860
16 Sep 2022 Ageas Insurance Limited UpheldInsuranceDRN-3615860 The complaint Mr C complains that Ageas Insurance Limited unfairly declined a claim for storm damage under his home insurance. Mr C is represented in this matter by his insurance broker but, for simplicity, I’ll refer mainly to Mr C in my decision. What happened Mr C had an Age... (3 pages)View decision -
Decision Reference DRN-3696176
16 Sep 2022 Hiscox Insurance Company Limited UpheldInsuranceDRN-3696176 The complaint Mr and Mrs W complain about how Hiscox Insurance Company Limited dealt with a claim against their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Mr and Mrs... (4 pages)View decision -
Decision Reference DRN-3707698
16 Sep 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3707698 The complaint Ms H has complained that Shop Direct Finance Company Limited, trading as very, (“Shop Direct”), was irresponsible when it provided her with a credit limit of £600 on her catalogue shopping account and when it then increased the credit limit twice. She is also unha... (4 pages)View decision -
Decision Reference DRN-3706483
16 Sep 2022 Halifax Share Dealing Limited UpheldInvestmentsDRN-3706483 The complaint Mrs G has complained about the delays and customer service she experienced when transferring her ISA away from Halifax Share Dealing Limited trading as IWeb Share Dealing (“Halifax”). What happened I issued a provisional decision in Mrs G’s complaint and set out t... (5 pages)View decision -
Decision Reference DRN-3573117
16 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3573117 The complaint Ms W complains that Barclays Bank UK PLC closed her account. What happened Ms W had an account with Barclays. In September 2020, following a review, Barclays closed the account and transferred £33.65 to a sundry account. Following the closure, Ms W found it diffic... (2 pages)View decision
