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 4385 results
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Decision Reference DRN-3766417
14 Nov 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3766417 The complaint Ms S complains that Liverpool Victoria Insurance Company Limited (LV) caused delays in a claim on her motor insurance policy. She wants her policy excess refunded. What happened Ms S was involved in a collision with a lorry that didn’t stop at the scene and so Ms ... (2 pages)View decision -
Decision Reference DRN-2919974
25 Nov 2021 Barclays Bank UK PLC UpheldConsumer CreditDRN-2919974 The complaint Mrs S complains that Barclays Bank UK PLC unfairly closed her loan and recorded a default on her credit file despite making regular monthly payments. What happened Mrs S successfully applied for a loan with Barclays in 2013. In December 2016 Mrs S experienced diff... (2 pages)View decision -
Decision Reference DRN-4481984
13 Dec 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4481984 The complaint Mrs H complains Mulsanne Insurance Company Limited (Mulsanne) caused delays after she made a claim on her motor insurance policy. Mulsanne are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Mul... (2 pages)View decision -
Decision Reference DRN0297207
3 Apr 2020 UK Insurance Limited Not upheldInsurance (excluding PPI)Miss M complains that U K Insurance Limited (UKI) have unfairly recorded her claim for damage to her car as a “fault claim”.backgroundMiss M insured her car with UKI. Her car was damaged when a tree fell against it whilst it was parked in a street. She made a claim against her insurance.UK... (2 pages)View decision -
Decision Reference DRN8480404
3 Mar 2016 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr D is unhappy with the valuation Admiral Insurance Company Limited offered for his car after he made a claim on his motor insurance policy. backgroundMr D’s car was badly damaged in an accident which wasn’t his fault. It was assessed as being damaged beyond economi... (2 pages)View decision -
Decision Reference DRN5851243
23 Dec 2019 Clydesdale Financial Services Limited Not upheldBanking and creditMr L is unhappy with the service he has received from Clydesdale Financial Services Limited – trading as Barclays Partner Finance (BPF) – in regard to a finance agreement he had with it for a mobile phone. backgroundMr L entered into a finance agreement with BPF to purchase a mobile phone.... (2 pages)View decision -
Decision Reference DRN2802385
28 May 2015 MoneyGram International Limited Not upheldBanking and creditMr J complains that MoneyGram International Limited’s actions have caused him to lose money to a fraudster.backgroundMr J was buying goods from overseas. He decided to pay for them by money transfer. He says he was told the recipient couldn’t access the money without an... (2 pages)View decision -
Decision Reference DRN-4449656
10 Nov 2023 esure Insurance Limited Not upheldInsuranceDRN-4449656 The complaint Mr Y complains esure Insurance Limited cancelled his motor insurance policy by mistake and this caused him significant problems. What happened Mr Y had a motor insurance policy with esure. The policy was cancelled. The following day Mr Y was stopped by the Police ... (2 pages)View decision -
Decision Reference DRN6479417
27 Aug 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains about the investigation conducted by UK Insurance Limited (‘UKI’) after a third party made a claim on his motor insurance policy. He’s also unhappy that his premiums went up. backgroundMr T’s car was in an accident when it hit another car after rolling ... (2 pages)View decision -
Decision Reference DRN-3554257
7 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3554257 The complaint A partnership which I’ll refer to as ‘B’ complains that PayPal (Europe) Sarl et Cie SCA (‘PayPal’) has treated it unfairly by asking for documents it cannot provide and refusing to release its funds. The complaint is brought on B’s behalf by one of its partners, ... (2 pages)View decision
