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 122183 results
-
Decision Reference DRN-3024570
12 Aug 2022 Next Risk Solutions Limited UpheldInsuranceDRN-3024570 The complaint Mr S complains his broker Next Risk Solutions Limited (‘NRS’) incorrectly recorded the car’s current mileage at the start of his motor insurance policy, and that this meant his insurer later declined a claim he made under the policy. What happened On 9 March 2019 ... (4 pages)View decision -
Decision Reference DRN-3628179
12 Aug 2022 Haven Insurance Company Limited UpheldInsuranceDRN-3628179 The complaint Mr J complains about the amount Haven Insurance Company Limited paid him to settle a claim he made on his commercial vehicle insurance policy after his taxi was stolen. Reference to Haven includes its agents. What happened Mr J held a commercial vehicle insurance ... (2 pages)View decision -
Decision Reference DRN-3643097
12 Aug 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3643097 The complaint Mr and Mrs C are unhappy with the delays caused by Bank of Scotland (trading as Halifax) in processing their Clearing House Payments System (CHAPS) payment. What happened On 11 November 2020, Mr and Mrs C asked Halifax to make a CHAPS payment of £650,000 for a hou... (7 pages)View decision -
Decision Reference DRN-3436334
12 Aug 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3436334 The complaint Mr C complains that Tesco Personal Finance PLC mishandled his claim under section 75 of the Consumer Credit Act 1974. What happened In January 2020, Mr C booked a 12-night stay in a holiday apartment for end of July. The apartment was to be used by two adults and ... (5 pages)View decision -
Decision Reference DRN-3584681
12 Aug 2022 POLICY EXCESS INSURE LTD UpheldInsuranceDRN-3584681 The complaint Mrs X has complained about POLICY EXCESS INSURE LTD (PEX). She isn’t happy about the way it cancelled her motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows; Mrs X looked to take out c... (4 pages)View decision -
Decision Reference DRN-3482560
12 Aug 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3482560 The complaint Mr P complains that Barclays Bank UK PLC (Barclays) failed to make a faster payment. He would like a late payment marker not to be applied to his account and compensation. .. What happened The details of this complaint are well known to both parties so I won’t re... (1 page)View decision -
Decision Reference DRN-3638559
12 Aug 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3638559 The complaint Miss L and Mr V complain about their insurer, AXA Insurance UK Plc (AXA). Their complaint is about how AXA handled a claim under their home insurance policy for damage to their property from a burst pipe. AXA use agents to administer the policy. Reference to AXA i... (4 pages)View decision -
Decision Reference DRN-3448752
12 Aug 2022 Target Servicing Limited UpheldMortgagesDRN-3448752 The complaint Mr and Mrs H complain that Target Servicing Limited has treated them unfairly by asking them to repay overdue management fees. They say this is unfair as it was Target’s error that led to the fees not being paid. Mr and Mrs H also say the monthly management fee wa... (3 pages)View decision -
Decision Reference DRN-3623824
12 Aug 2022 Arrow Global Limited UpheldBanking and PaymentsDRN-3623824 The complaint Miss K complains Arrow Global Limited incorrectly registered a default on her credit file. Arrow has used a third-party company to manage Miss K’s account but I’ve referred to Arrow only in this decision as they’re responsible for this complaint. What happened Mis... (3 pages)View decision -
Decision Reference DRN-3460336
12 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3460336 The complaint Mr H complains that NewDay Ltd failed to pursue a chargeback claim for returned goods. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute so instead I’ll focus on giving the r... (2 pages)View decision
