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 4257 results
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Decision Reference DRN3061211
23 Dec 2019 MCE Insurance Company Limited Not upheldInsurance (excluding PPI)Mr G complains that MCE Insurance Company Limited declined his claim on his motor insurance policy following the theft of his motor bike. He wants it to pay his claim. backgroundMr G’s bike was stolen by a potential buyer who tricked him. MCE declined the claim because it said this wasn’t ... (3 pages)View decision -
Decision Reference DRN9836797
6 Feb 2020 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr and Mrs C complain AXA Insurance UK Plc gave them incorrect information about their policy excess when they made two claims on their home insurance policy. They say they suffered a loss because of this.backgroundMrs C contacted AXA about two separate incidents which had caused water dam... (3 pages)View decision -
Decision Reference DRN-3694918
28 Feb 2023 Invesco Fund Managers Limited Not upheldInvestmentsDRN-3694918 The complaint Miss F complained about the service provided by Invesco Fund Managers Limited (‘Invesco’). Miss F said she instructed Invesco to perform a conversion between classes of a fund and Invesco told her it wouldn’t be able to do this. Miss F is not happy about this and ... (3 pages)View decision -
Decision Reference DRN-4569041
19 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4569041 The complaint Miss A has complained about how Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim under a home emergency policy. What happened Miss A contacted RSA to send an engineer to fix her boiler. Miss A complained to RSA because she said the engineer misd... (3 pages)View decision -
Decision Reference DRN-4721417
19 Jul 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4721417 The complaint Mr M is unhappy with how Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) dealt with his request for a refund of fines he incurred. What happened In December 2022, Mr M hired a car from a company I’ll call ‘A’, while he was overseas. In January 2023... (3 pages)View decision -
Decision Reference DRN6824796
22 Oct 2018 Tesco Personal Finance PLC Not upheldBanking and creditMr S complains that a pram he bought using credit provided by Tesco Personal Finance plc (trading as Tesco Bank) is of unsatisfactory quality and Tesco Bank won’t provide a refund under Section 75 of the Consumer Credit Act 1974 (CCA). backgroundMr S paid for the pram ... (3 pages)View decision -
Decision Reference DRN7790329
25 Apr 2014 Home Retail Group Insurance Services Limited Not upheldPayment protection insurance (PPI)& backgroundThis complaint relates to the sale of a regular premium Payment Protection Insurance (‘PPI’) policy sold in connection with an Argos store card in November 2010. Mrs B complains Home Retail Group Insurance Services Limited (‘HRG’) mis-sold the policy.Our adjudicator did ... (3 pages)View decision -
Decision Reference DRN-4427679
2 Nov 2023 A plan holdings Not upheldInsuranceDRN-4427679 The complaint A company, which I’ll refer to as F, complains that A plan holdings (APH) failed to highlight that the tracking device on its vehicle required activation for cover to apply. Mr W, a director of F, brings the complaint on F’s behalf. What happened The detailed back... (3 pages)View decision -
Decision Reference DRN-3809101
23 Nov 2022 Mulsanne Insurance Company Limited UpheldInsuranceDRN-3809101 The complaint Mr F complains that Mulsanne Insurance Company Limited mishandled his claim on a motor insurance policy. Where I refer to Mulsanne, I refer to the above-named insurance company and I include intermediaries and others insofar as I hold Mulsanne responsible for thei... (4 pages)View decision -
Decision Reference DRN-4446173
3 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4446173 The complaint Mr A complains that Barclays Bank UK PLC (“Barclays”) won’t refund payments made using his debit card that he says he didn’t authorise. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief su... (3 pages)View decision
