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 2177 results
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Decision Reference DRN-3808827
16 Nov 2022 MBNA Limited Not upheldBanking and PaymentsDRN-3808827 The complaint Mr O complains that MBNA Limited (“MBNA”) irresponsibly granted him credit that he couldn’t afford to repay. What happened I issued my provisional decision on this complaint in October 2016. An extract from that provisional decision is set out below. MBNA approved... (3 pages)View decision -
Decision Reference DRN8580282
23 Sep 2016 British Gas Insurance Limited Not upheldInsurance (excluding PPI)C Ltd complains that British Gas Insurance Limited’s (“BG”) records didn’t accurately show it as the owner of five properties and that repair requests weren’t accepted. backgroundC Ltd is a company that owns five rental properties which I’ll refer to as Flats 5A to ... (3 pages)View decision -
Decision Reference DRN-1818227
29 Jun 2020 British Gas Services Limited Not upheldInsuranceDRN-1818227 The complaintMr S complains that British Gas Services Limited (BG) failed to carry out annual boiler services in time and didn’t look into his complaint about it properly. What happenedMr S had a service and emergency breakdown package for his central heating boiler. The policy... (3 pages)View decision -
Decision Reference DRN-2168832
30 Oct 2020 N26 Bank GmbH Not upheldBanking and PaymentsDRN-2168832 The complaint Mr S complains that N26 Bank GmbH (N26) blocked and closed his account, and returned some of the funds remaining in his account (£523.46) to a third party who had raised a dispute with N26 about the funds. To put things right, Mr S wants N26 to return the £523.46 ... (3 pages)View decision -
Decision Reference DRN-4435805
22 Dec 2023 British Gas Insurance Limited Not upheldInsuranceDRN-4435805 The complaint Mr and Mrs C complain that British Gas Insurance Limited (BG) damaged their boiler and property. They would like BG to cover the cost of the new boiler and repairs. Mr and Mrs C had home emergency insurance underwritten by BG. The policy is in joint names but, for... (3 pages)View decision -
Decision Reference DRN8175300
10 Sep 2013 American Express Services Europe Limited Not upheldBanking and creditMr T complains, in summary, that American Express Services Europe Limited blocked and closed his charge card account without warning, and that its customer service was unsatisfactory. backgroundMr T complained that his charge card was blocked without warning and then later closed. Mr T c... (3 pages)View decision -
Decision Reference DRN0568956
10 Aug 2018 British Gas Insurance Limited Not upheldInsurance (excluding PPI)Mrs W complains about the service she received from British Gas Insurance Limited (BG) under her Homecare 400 policy after her boiler broke down. backgroundMrs W’s boiler broke down on 8 January 2018. This left her without hot water or central heating. She says that wh... (3 pages)View decision -
Decision Reference DRN-3181680
4 Jan 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3181680 The complaint Mr W has complained that Ikano Bank AB (publ) (“Ikano”) rejected his claim against it under section 75 of the Consumer Credit Act 1974 in relation to his purchase of some solar panels. What happened Mr W bought solar panels for his home in July 2012. The purchase ... (3 pages)View decision -
Decision Reference DRN-2906389
9 Aug 2021 British Gas Insurance Limited Not upheldInsuranceDRN-2906389 The complaint Mr R complains about the pricing policy that British Gas Insurance Ltd (BG) used to calculate his home emergency insurance that he said he hadn’t used. What happened Mr R had a home emergency policy which he renewed each year since 2014. Mr R was sent a renewal no... (3 pages)View decision -
Decision Reference DRN5071591
4 Apr 2017 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs P complains that compensation offered to her by British Gas Insurance Limited (BG) following damage caused by BG is inadequate.backgroundMrs P has central heating breakdown cover provided by BG. She called it to fix a small leak from her hot water cylinder. On 19... (3 pages)View decision
