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 120469 results
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Decision Reference DRN-3439350
20 Apr 2022 Barclays Bank UK PLC UpheldConsumer CreditDRN-3439350 The complaint Miss M is unhappy with the service she received from Barclays Bank UK PLC regarding events surrounding the end of a payment holiday she’d been granted on her personal loan. What happened In May 2020, Miss M was granted a three-month payment holiday by Barclays as ... (5 pages)View decision -
Decision Reference DRN-2968597
20 Apr 2022 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-2968597 The complaint Mr L says Hargreaves Lansdown Asset Management Limited (‘HL’) has not done enough to repair and redress its breach of service/duty of care to him, arising from breach of its data protection obligation towards him – with regards to his Self-Invested Personal Pensio... (3 pages)View decision -
Decision Reference DRN-3313192
20 Apr 2022 Vauxhall Finance plc UpheldConsumer CreditDRN-3313192 The complaint Mr S complains that Vauxhall Finance plc unfairly charged him for damage to a car when he returned it under a conditional sale agreement. What happened In December 2018 Mr S entered into a five-year conditional sale agreement with Vauxhall. The car was five years ... (2 pages)View decision -
Decision Reference DRN-3440425
20 Apr 2022 AWP P&C SA UpheldInsuranceDRN-3440425 The complaint Mr K complains that AWP P&C SA has turned down a medical expenses claim he made on a travel insurance policy. What happened In December 2019, Mr K booked a holiday abroad through a travel agent I’ll call T. At the same time, he took out a travel insurance poli... (3 pages)View decision -
Decision Reference DRN-3416676
20 Apr 2022 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3416676 The complaint Mr and Mrs B have complained about the way Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. (‘Mapfre’) dealt with their travel insurance claim. What happened Mr and Mrs B had a travel insurance policy which covered them and their two childre... (5 pages)View decision -
Decision Reference DRN-3176582
20 Apr 2022 U K Insurance Limited UpheldInsuranceDRN-3176582 The complaint Mrs K complains about how U K Insurance Limited (UKI) dealt with her initial contact with it in relation to a claim against her travel insurance policy. Reference to UKI includes its agents. What happened The details of this complaint are well known to both partie... (2 pages)View decision -
Decision Reference DRN-3377617
20 Apr 2022 Clarkewood Limited UpheldClaims ManagementDRN-3377617 The complaint Ms R’s complained that Clarkewood Limited have chased her for payment of a success fee in relation to recovering mis-sold payment protection insurance (PPI) – but she doesn’t believe she ever instructed them. What happened In mid-2021, Ms R was being contacted dai... (2 pages)View decision -
Decision Reference DRN-3387858
20 Apr 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3387858 The complaint Miss P complains that NewDay Ltd trading as Marbles (Marbles) didn’t treat her fairly when she advised them she was in financial difficulty. What happened Miss P had a marbles card. In August 2020, she went over her limit of £3,800 – the balance was £3,951.27. On ... (4 pages)View decision -
Decision Reference DRN-3198025
20 Apr 2022 Indigo Michael Limited UpheldConsumer CreditDRN-3198025 The complaint Ms B complains that her credit facility account with Indigo Michael, trading as Safety Net (SNC), was mismanaged by it. And ultimately SNC registered late payments and a default and then closed the account. What happened Ms B was approved for a credit facility wit... (11 pages)View decision -
Decision Reference DRN-2800765
20 Apr 2022 Assurant General Insurance Limited UpheldInsuranceDRN-2800765 Complaint Mr T is unhappy that Assurant General Insurance Limited turned down his claim for theft. Background Mr T has a packaged bank account. One of the features of that account is a mobile phone and gadget insurance policy that is underwritten by Assurant. In January 2021, h... (3 pages)View decision
