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 121876 results
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Decision Reference DRN-3605511
25 Jul 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3605511 The complaint Mrs C complains that Tesco Personal Finance PLC trading as Tesco Bank (Tesco) lent to her irresponsibly and didn’t help her when she was in financial difficulty. What happened Mrs C applied online for a credit card in July 2016 – she asked for a balance transfer o... (5 pages)View decision -
Decision Reference DRN-3607415
25 Jul 2022 U K Insurance Limited UpheldInsuranceDRN-3607415 The complaint Mr W is unhappy with U K Insurance Limited’s (UKI’s) handling of a claim he made for subsidence damage to his property. What happened I issued a provisional decision on this complaint in May 2022, explaining that I was intending to partially uphold it. Here’s what... (9 pages)View decision -
Decision Reference DRN-3595813
25 Jul 2022 esure Insurance Limited UpheldInsuranceDRN-3595813 The complaint Mrs L complains about esure Insurance Limited’s handling of her buildings insurance claim. All references to esure also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Ins... (2 pages)View decision -
Decision Reference DRN-3563640
25 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3563640 The complaint Mr P complains about PayPal (Europe) Sarl et Cie SCA and their decision to debit his account stating he had been double compensated, which he feels is incorrect. What happened On 1 June 2021, Mr P made two separate payments to an online retailer, who I’ll refer to... (3 pages)View decision -
Decision Reference DRN-3338994
25 Jul 2022 U K Insurance Limited UpheldInsuranceDRN-3338994 The complaint Mr and Mrs P are unhappy with how U K Insurance Limited trading as Direct Line (‘UKI’) handled their travel insurance claim for a cancelled trip. What happened Mr and Mrs P held a travel insurance policy as a benefit of their home insurance, provided by UKI. The p... (3 pages)View decision -
Decision Reference DRN-3593020
25 Jul 2022 Dentons Pension Management Limited UpheldPensions and AnnuitiesDRN-3593020 The complaint Mr M says that Dentons Pension Management Limited (Dentons) was responsible for delays in effecting his disinvestment instructions when he decided to switch certain of his Self- invested Personal Pension (SIPP) funds to a Qualifying Recognised Overseas Pension Sch... (7 pages)View decision -
Decision Reference DRN-3574422
25 Jul 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3574422 The complaint Mr D complains that Domestic & General Insurance Plc (D&G) have paid less than it should have towards the cost of replacing his boiler under his home emergency policy. What happened Mr D had a policy with D&G that provides an annual service for his cen... (3 pages)View decision -
Decision Reference DRN-3554940
25 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3554940 The complaint Miss B complains about PayPal (Europe) Sarl et Cie SCA’s (“PayPal”) decision to decline her claim for a refund. What happened Miss B bought mobile phones from a seller and used her PayPal account to send a payment of £380. Miss B then filed a claim with PayPal on ... (3 pages)View decision -
Decision Reference DRN-3612270
25 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3612270 The complaint Mr C is a sole trader. He complains that Barclays Bank UK PLC unfairly declined his application for a Bounce Back Loan. What happened Mr C runs three businesses, all as a sole trader. He wanted a Bounce Back Loan to support each of these businesses. Under the rule... (3 pages)View decision -
Decision Reference DRN-3590145
25 Jul 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3590145 The complaint Mr P complains about how Admiral Insurance Company Limited settled a claim made on his motor insurance policy. He wants it to repair his car fully. What happened Mr P was involved in an incident and he made a claim on his policy. Two different repairers said that ... (3 pages)View decision
