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 119142 results
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Decision Reference DRN-3452894
28 Apr 2022 Revolut Ltd UpheldBanking and PaymentsDRN-3452894 The complaint Mr O complains that Revolut Ltd (Revolut) rejected his chargeback request. What happened In September 2020 Mr O ordered a PS5 from a known retailer. As there was no stock available at the time, he pre-ordered. In November 2020 Mr O received an email from the retai... (3 pages)View decision -
Decision Reference DRN-3427707
28 Apr 2022 esure Insurance Limited UpheldInsuranceDRN-3427707 The complaint Mr H complains that esure Insurance Limited hasn’t settled his claim on his home insurance policy fairly. What happened Mr H claimed on his home insurance policy for damage caused by a water leak in his bathroom. esure scoped out the repairs and said they would co... (2 pages)View decision -
Decision Reference DRN-3339957
28 Apr 2022 Aviva Insurance Limited UpheldInsuranceDRN-3339957 The complaint Mr R complains about Aviva Insurance Limited (Aviva) under his home emergency policy. His complaint is about the time taken to fix a water leak at his property and what he considers unnecessary additional work carried out. References to Aviva include their agents ... (4 pages)View decision -
Decision Reference DRN-3452817
28 Apr 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3452817 The complaint Mr D complains NewDay Ltd lent him money on two credit cards irresponsibly when he was in financial hardship. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements below, and the... (3 pages)View decision -
Decision Reference DRN-3452692
27 Apr 2022 QIC Europe Ltd UpheldInsuranceDRN-3452692 The complaint Mr and Mrs K complain that they are unhappy with the service received from QIC Europe Ltd (QIC) when they made a claim on their home buildings insurance policy. References to Mr or Mrs K, will include the other. There are several parties and representatives of QIC... (4 pages)View decision -
Decision Reference DRN-2938582
27 Apr 2022 TSB Bank plc UpheldBanking and PaymentsDRN-2938582 The complaint Miss R complains that TSB Bank plc unfairly recorded a default against her credit account and sold her debt on. She also complains about the contact she received following an £800 transfer error, and that she didn’t receive a contactless debit card when requested.... (4 pages)View decision -
Decision Reference DRN-3312910
27 Apr 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3312910 The complaint Mr W complains about the quality of a car he bought, in part, using a credit card provided by Tesco Personal Finance PLC, trading as Tesco Bank (“Tesco”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here... (3 pages)View decision -
Decision Reference DRN-3447039
27 Apr 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3447039 The complaint Ms S is unhappy that National Savings and Investments (“NS&I”) didn’t action her account withdrawal request in a timely manner. What happened Ms S holds an account with NS&I which is marketed by NS&I as being an easy access account. In November 2020, M... (4 pages)View decision -
Decision Reference DRN-3447970
27 Apr 2022 Acromas Insurance Company Limited UpheldInsuranceDRN-3447970 The complaint Mr B and his wife Miss M complain that Acromas Insurance Company Limited mishandled a claim on his motor insurance policy. Where I refer to Acromas, I include claims-handlers and others insofar as I hold Acromas responsible for their acts or omissions. What happen... (5 pages)View decision -
Decision Reference DRN-3153789
27 Apr 2022 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-3153789 The complaint Mr M complains about the advice given by Utmost Life and Pensions Limited to transfer the benefits from his preserved defined-benefit (‘DB’) occupational pension scheme to a personal pension. Mr M says the advice was unsuitable for him and believes he’s lost out a... (8 pages)View decision
