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-5281705
28 Jan 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5281705 The complaint Mrs P has complained that Fortegra Europe Insurance Company Ltd (‘Fortegra’) declined her claim for damage caused by her pet under her furniture protection insurance policy. What happened In May 2024, Mrs P made a claim to Fortegra as her dog had caused signif... (5 pages)View decision -
Decision Reference DRN-5215394
28 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5215394 The complaint Mr J complains Monzo Bank Ltd (“Monzo”) had an outage on their App which meant it took a long time for a payment he’d made into his account to be reflected and he’s suffered loss as a result of this. What happened On 13 August 2024 there was a temporary App out... (2 pages)View decision -
Decision Reference DRN-5205096
28 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5205096 The complaint Mr H complains about how esure Insurance Limited dealt with a claim against his motor insurance policy. Reference to esure includes its agents. What happened Mr H took out motor insurance underwritten by esure and paid an additional premium for hire car cover.... (3 pages)View decision -
Decision Reference DRN-5140198
28 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5140198 The complaint Mr A complains that HSBC UK Bank Plc restricted his account for over year. What happened Mr A had an account with HSBC. In June 2022, HSBC carried out a review of the account – it says it needed to contact Mr A to update his details. But Mr A was abroad at the ... (3 pages)View decision -
Decision Reference DRN-5171384
28 Jan 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5171384 The complaint Mr J complains Capquest Debt Recovery Limited have contacted him to repay a debt which isn’t his. What happened Mr J received a letter from Capquest dated 3 August 2023 talking about an outstanding debt. Sadly, Mr J has been dealing with these issues since 200... (2 pages)View decision -
Decision Reference DRN-5020660
28 Jan 2025 AWP P&C S.A. UpheldInsuranceDRN-5020660 The complaint Mr R is unhappy with the service he received from AWP P&C S.A. when he needed emergency assistance abroad. What happened Mr R became unwell whilst abroad with symptoms of vomiting and diarrhoea. He’s unhappy with the level of support and assistance he recei... (2 pages)View decision -
Decision Reference DRN-5290802
28 Jan 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5290802 The complaint Mr H complains Clydesdale Bank Plc trading as Virgin Money failed to close his credit card account when he asked them to. Mr H is also unhappy with their reply to a Subject Access Request (SAR) he made. What happened In September 2023 Mr H says he called Virgi... (4 pages)View decision -
Decision Reference DRN-5245348
28 Jan 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5245348 The complaint Mrs B and Mrs W have complained about the way Arthur J. Gallagher Insurance Brokers Limited (AJG) administered their residential property owners insurance policy. What happened Mrs B and Mrs W took out via AJG a property owners policy that covered four propert... (2 pages)View decision -
Decision Reference DRN-5157877
28 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5157877 The complaint Miss H complains that Stellantis Financial Service UK Limited has supplied her with a faulty car. Miss H wants to reject the car and terminate the agreement. What happened Miss H entered into a hire purchase agreement with Stellantis in November 2023, the agre... (5 pages)View decision -
Decision Reference DRN-5277868
28 Jan 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5277868 The complaint Mr and Mrs D complain that Barclays Bank UK PLC made “unauthorised transactions” on their mortgage by reducing the interest only balance and increasing the repayment balance. What happened Mr and Mrs D have a mortgage with Barclays. The mortgage is part interes... (2 pages)View decision
