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 4563 results
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Decision Reference DRN-3487399
15 Jun 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-3487399 The complaint Mr G has complained that Nationwide Building Society (“Nationwide”) has unfairly turned down a claim he made under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened In February 2019, Mr G, along with his wife, travelled to Tenerife and signed up to... (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 DRN4008021
20 Jul 2017 Tesco Personal Finance PLC Not upheldBanking and creditMrs J complains that Tesco Personal Finance PLC (trading as Tesco Bank) did not do enough to help her when she told it about a problem with a purchase she made on her credit card. backgroundMrs J received an invoice dated 15 July 2016 for a reconditioned car engin... (3 pages)View decision -
Decision Reference DRN9980619
22 Oct 2015 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mr T has complained that Zurich Insurance PLC refused to refund his full premium to him when he cancelled his motor insurance policy.backgroundMr T’s policy with Zurich automatically renewed so in line with its policy, Zurich collected the premium using the card detail... (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-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 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-1825739
18 Sep 2020 Calpe Insurance Company Limited UpheldInsuranceDRN-1825739The complaintMrs G has complained about Calpe Insurance Company Limited’s decision to settle a third party’s claim against her car insurance policy. All reference to Calpe as the lead insurer includes its agents.What happenedIn February 2019 Calpe received a claim from a third p... (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-4198897
20 Jun 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4198897 The complaint Ms P complains that Hastings Insurance Services Limited (“Hastings”) sent her car insurance policy renewal information to a third party. What happened Ms P moved address in 2021 and reported this to Hastings so they could update their records. Ms P says, in 2022, ... (3 pages)View decision
