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 125400 results
-
Decision Reference DRN-3778038
28 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3778038 The complaint Mrs M is unhappy with the service she has received from British Gas Insurance Limited (British Gas) under her HomeCare and appliance repair cover. What happened In November 2018 Mrs M reported a fault to her fridge. A British Gas engineer attended but couldn’t fin... (4 pages)View decision -
Decision Reference DRN-3803728
28 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3803728 The complaint Mr L says NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened Mr L opened an Aqua card in March 2021. It had a £900 credit limit. This was increased to £1,900 in August 2021. He says NewDay should have checked his credit record, it would have see... (3 pages)View decision -
Decision Reference DRN-3823600
28 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3823600 The complaint Mrs D complains about British Gas Insurance Limited’s poor service following a claim under her home emergency policy. What happened Mrs D discovered a leak in her home and contacted BG. It sent an engineer who diagnosed that the leak was causing damp, was located ... (3 pages)View decision -
Decision Reference DRN-3810885
28 Nov 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3810885 The complaint Mr D complains The Royal Bank of Scotland Plc (RBS) wouldn’t accept a Continuing Power of Attorney (CPOA) from him. Mr D brings this complaint with the assistance of his attorneys who are also his parents. For ease of read I shall mostly refer to these representat... (4 pages)View decision -
Decision Reference DRN-3824613
28 Nov 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-3824613 The complaint Mrs B complains about the very poor service she has received from The Prudential Assurance Company Limited (Prudential). In particular, she says it provided her with incorrect information about her pension on several occasions and this led her to delay taking her ... (8 pages)View decision -
Decision Reference DRN-3807905
28 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3807905 The complaint N, a limited company, complains that HSBC UK Bank Plc didn’t return money from its closed account and respond to contact about this. What happened HSBC decided to close N’s account. The account was due to be closed on 12 December 2019, but this was delayed until 1... (5 pages)View decision -
Decision Reference DRN-3661911
28 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3661911 The complaint Miss X complains that Monzo Bank Ltd (“Monzo”) failed to action a chargeback in time. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my reasons for my decision. What I’ve ... (2 pages)View decision -
Decision Reference DRN-3763698
28 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3763698 The complaint Ms B complains NewDay Ltd trading as Debenhams didn’t deal fairly with a dispute she raised over a payment she made on her card for a COVID-19 testing service. What happened Ms B used her NewDay credit card in November 2020 to pay £157.99 for two COVID tests from ... (5 pages)View decision -
Decision Reference DRN-3797990
28 Nov 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3797990 The complaint Mrs L and Mr P complain about the settlement offered by Admiral Insurance Company Limited after a claim on their motor insurance policy. Mr P is a named driver on Mrs L’s policy. What happened Mrs L’s car was stolen and not recovered. Mrs L was entitled to a like ... (2 pages)View decision -
Decision Reference DRN-3825745
28 Nov 2022 British Gas Insurance Limited UpheldInsuranceDRN-3825745 The complaint Miss G complains British Gas Insurance Limited left her without heating or hot water for 15 months following a claim against her homecare insurance policy. What happened Miss G says British Gas failed to reattend to resolve outstanding claim issues which led to he... (4 pages)View decision
