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 123872 results
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Decision Reference DRN-3739758
21 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3739758 The complaint Mr T has complained that Aviva Insurance Limited trading as Quotemehappy.com failed to explain why it didn’t provide a full refund of his premium when agreed under his home insurance policy and provided a poor service. What happened Mr T contacted his insurer Aviv... (2 pages)View decision -
Decision Reference DRN-3729100
21 Oct 2022 Morses Club PLC UpheldConsumer CreditDRN-3729100 The complaint Mr P complains (through a representative) that Morses Club PLC (Morses) didn’t carry out proper affordability checks before it advanced his loans. Had it done so, Morses would’ve realised Mr P couldn’t afford his repayments. What happened Mr P took three loans bet... (5 pages)View decision -
Decision Reference DRN-3766019
21 Oct 2022 Berkshire Hathaway International Insurance Ltd UpheldInsuranceDRN-3766019 The complaint Mr B complains that Berkshire Hathaway International Insurance Ltd (“BHI”) unfairly cancelled his motor insurance policy. Where I refer to BHI, I refer to the above-named company and I include the intermediary and others insofar as I hold BHI responsible for their... (3 pages)View decision -
Decision Reference DRN-3766626
21 Oct 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3766626 The complaint Ms R complains Transunion International UK Limited have incorrect information on her credit file. What happened In September 2021, Ms R says she received a copy of her credit report from a company, who I’ll refer to as “C”. C show a consumer their credit informati... (5 pages)View decision -
Decision Reference DRN-3714912
21 Oct 2022 esure Insurance Limited UpheldInsuranceDRN-3714912 The complaint Mr and Mrs R are unhappy that esure Insurance Limited (esure) only settled part of their claim and delayed letting them know. Mr and Mrs R had home insurance with esure in joint names but, for ease of reading, I’ll refer only to Mr R throughout my decision. What h... (4 pages)View decision -
Decision Reference DRN-3741240
21 Oct 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3741240 The complaint Mrs N and Mr B complain that Metro Bank PLC blocked and closed their accounts. And that it took too long to release funds held in the accounts back to them. They say this made things very difficult for them and want Metro to pay compensation. What happened Mrs N a... (4 pages)View decision -
Decision Reference DRN-3736618
21 Oct 2022 Calpe Insurance Company Limited UpheldInsuranceDRN-3736618 The complaint Mrs H and Mr W complain that Calpe Insurance Company Limited unfairly avoided their commercial vehicle insurance policy, didn’t deal with their claim and didn’t return any premium paid. Reference to Calpe includes its agents. What happened Mrs H holds a commercial... (3 pages)View decision -
Decision Reference DRN-3703597
21 Oct 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3703597 The complaint A, a limited company complains that National Westminster Bank Plc blocked and closed its accounts. A also complains that NatWest didn’t return all the money that belonged to it when the bank closed its accounts. And continued to send out account statements. A’s co... (3 pages)View decision -
Decision Reference DRN-3731670
21 Oct 2022 QIC Europe Ltd UpheldInsuranceDRN-3731670 The complaint Mr and Mrs J complain that QIC Europe Ltd partly declined a claim they made on their buildings insurance policy. Reference to QIC includes its agents What happened Mr and Mrs J hold a buildings insurance policy with QIC. Following an alleged storm, their property ... (2 pages)View decision -
Decision Reference DRN-3670017
21 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3670017 The complaint Mr H complains that Barclays Bank UK PLC, trading as Barclaycard, did not remove adverse information on his credit file in a timely manner. What happened Mr H did not make his minimum monthly payments on his Barclaycard credit card account in late 2019. Barclaycar... (5 pages)View decision
