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 366763 results
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Decision Reference DRN-5086063
6 Nov 2024 esure Insurance Limited UpheldInsuranceDRN-5086063 The complaint Mr T complains about esure Insurance Limited’s handling of a claim under his car insurance policy. What happened Mr T had a car insurance policy with esure. In December 2023 he was involved in an accident, and in January 2024, he made a claim with esure. esure ... (3 pages)View decision -
Decision Reference DRN-5090272
6 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5090272 The complaint Mr L complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, first registered in 2020. Mr L had the vehic... (5 pages)View decision -
Decision Reference DRN-5061149
6 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5061149 The complaint Mr C complains Nationwide Building Society has not been able to tell him how £9.21 he does not recognise, had been credited to his account. What happened Mr C contacted Nationwide after noticing he had received a credit of £9.21 into his Nationwide FlexDirect ... (3 pages)View decision -
Decision Reference DRN-5122938
6 Nov 2024 Tesco Underwriting Limited UpheldInsuranceDRN-5122938 The complaint Mr C and Mrs C are unhappy with the service provided by Tesco Underwriting Limited (TUI) after refusing to pay their claim, and avoiding their home insurance policy. Mr C and Mrs C are both parties to this complaint. Mr C has primarily dealt with this service.... (6 pages)View decision -
Decision Reference DRN-4709102
6 Nov 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4709102 The complaint Miss S complains BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (“Alphera”) terminated her finance agreement and recorded a default on her credit file. What happened In January 2022, Miss S acquired a car, via a Hire Purchase Agreeme... (3 pages)View decision -
Decision Reference DRN-5041702
6 Nov 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-5041702 The complaint Mr S complains that Barclays Bank UK PLC didn’t grant permission to let out his former home, because it had noted his property as in shared ownership. Mr S also said he’d been trapped on a mortgage with Barclays, because it would charge him to move elsewhere. W... (3 pages)View decision -
Decision Reference DRN-5127444
6 Nov 2024 Haven Insurance Company Limited UpheldInsuranceDRN-5127444 The complaint Mr D has complained about the way Haven Insurance Company Limited has handled his claims under his Taxi Insurance policy and his Guaranteed Taxi Hire Insurance policy. Any reference to Haven includes its agents. What happened Mr D’s vehicle, which he used as ... (7 pages)View decision -
Decision Reference DRN-4965923
6 Nov 2024 Paymentsense Limited Not upheldBanking and PaymentsDRN-4965923 The complaint A company, which I will refer to as E, complains that Paymentsense Limited (trading as Dojo) is unfairly pursuing it for a debt of £2,000. It also complains that its merchant services account should never have been set up in the first place. What happened E’s ... (4 pages)View decision -
Decision Reference DRN-5075410
6 Nov 2024 Lloyds Bank PLC Not upheldMortgagesDRN-5075410 The complaint Mr G complains that Lloyds Bank PLC breached the terms of the direct debit guarantee when it didn’t refund payments for his buy to let mortgage. Mr G would like all direct debit payments to his mortgage account from late 2022 to be refunded and any further dire... (3 pages)View decision -
Decision Reference DRN-5101709
6 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5101709 The complaint Mrs and Mrs H complain about delays and poor claim handling by Admiral Insurance (Gibraltar) Limited (Admiral) regarding rectification work due to defective repairs following an accident, under their motor insurance policy. I’ll refer the policyholder Mrs H th... (5 pages)View decision
