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 123701 results
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Decision Reference DRN-3711657
29 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3711657 The complaint Mr D complains about British Gas Insurance Limited (British Gas) under his home emergency policy. His complaint is that he paid for flushing of his boiler filter each year (which hadn’t been fitted correctly) but this didn’t happen. This decision only covers to th... (4 pages)View decision -
Decision Reference DRN-3725240
29 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3725240 The complaint Mr H complains NewDay Ltd (NewDay) having agreed he could make an overpayment to his credit card account for a car purchase, then refused the transaction and took over a month to return the funds to his bank account. What happened Mr H says he telephoned NewDay in... (3 pages)View decision -
Decision Reference DRN-3722471
29 Sep 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3722471 The complaint Miss G complains Casualty & General Insurance Company (Europe) Ltd unfairly declined a claim on her pet insurance policy. What happened Miss G made a claim after her dog required treatment and medication for suspected arthritis. Casualty & General noted th... (3 pages)View decision -
Decision Reference DRN-3686039
29 Sep 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3686039 The complaint Mrs H complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and the service provided following the claim she made on her boiler emergency cover insurance policy. What happened On 3 November 2021, Mrs H contacted AIL to make a claim on her insurance policy ... (3 pages)View decision -
Decision Reference DRN-3705576
29 Sep 2022 Arrow Global Limited UpheldBanking and PaymentsDRN-3705576 The complaint Mr C complains Arrow Global Limited have unfairly recorded a default on his credit file. What happened Mr C had a credit card account with a lender. I understand the account was opened on 22 November 2012, with it being assigned to Arrow on 5 July 2019. At the tim... (3 pages)View decision -
Decision Reference DRN-3720606
29 Sep 2022 ACI-UK LIMITED UpheldConsumer CreditDRN-3720606 The complaint Miss R complains ACI-UK Limited applied a credit to an account they shouldn’t have, and she’s unhappy they haven’t refunded her this money when they said they would. Another company was involved in this complaint, but as ACI are responsible for it, I’ve just refer... (3 pages)View decision -
Decision Reference DRN-3536207
29 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3536207 The complaint Mr G has complained that Barclays Bank UK PLC (“Barclays”) did not remove Tech and Travel packs that were associated with his account. What happened Mr G has explained that around three years ago, he contacted Barclays and asked for his Tech and Travel packs to be... (2 pages)View decision -
Decision Reference DRN-3659120
28 Sep 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3659120 The complaint Mr M complains that a car acquired with finance from BMW Financial Services (GB) Limited wasn’t of satisfactory quality. What happened In March 2020 Mr M was supplied with a brand new car and entered into a hire agreement with BMWFS. Mr M experienced an issue with... (2 pages)View decision -
Decision Reference DRN-3672500
28 Sep 2022 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-3672500 The complaint Mrs B has complained that The National Farmers Union Mutual Insurance Society Limited (NFU Mutual) has voided the insurance policy she took out for her horse on the ground that she had made misrepresentations to it when taking out the policy. She has also complain... (5 pages)View decision -
Decision Reference DRN-3699441
28 Sep 2022 Premier Insurance Company Limited UpheldInsuranceDRN-3699441 The complaint Mrs N complained about Premier Insurance Company Limited’s handling of her claim under her motor insurance policy. What happened Mrs N’s car was damaged in an incident which wasn’t her fault. Premier decided that it was uneconomical to repair and offered her £6,18... (3 pages)View decision
