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-4973420
11 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-4973420 The complaint Mrs and Mr K have complained about the settlememt offered and the service provided by esure Insurance Limited (‘esure’) under their home insurance policy. For the avoidance of doubt, the term ‘esure’ includes reference to its agents, surveyors and loss adjuster... (3 pages)View decision -
Decision Reference DRN-4951272
11 Oct 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4951272 The complaint Mr B complains that his car insurance policy with Liverpool Victoria Insurance Company Limited (“LV”) increased substantially in price following his old policy failing to renew. What happened Mr B had a motor insurance policy with LV. This complaint is about hi... (2 pages)View decision -
Decision Reference DRN-4822687
11 Oct 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4822687 The complaint Mr D complains about the quality of a car he has been financing through an agreement with STARTLINE MOTOR FINANCE LIMITED (Startline). What happened Mr D took receipt of a used car in December 2022. He financed the deal through an agreement with Startline. In e... (3 pages)View decision -
Decision Reference DRN-5043681
11 Oct 2024 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5043681 The complaint Mr H says that Home Retail Group Card Services Limited (who I’ll call Home Retail) were unreasonable to charge him interest on a Buy Now Pay Later (BNPL) purchase. What happened Mr H has an Argos card that was provided by Home Retail. In April 2023 he made a pu... (2 pages)View decision -
Decision Reference DRN-4891350
11 Oct 2024 Tradex Insurance Company PLC Not upheldInsuranceDRN-4891350 The complaint Mr D has complained that Tradex Insurance Company PLC unfairly excluded third party liability cover on renewal of his pet insurance policy. References to Tradex include its agent. What happened Mr D took out a pet insurance policy in January 2023 to cover his... (2 pages)View decision -
Decision Reference DRN-5070225
11 Oct 2024 Fairstone Financial Management Limited UpheldPensions and AnnuitiesDRN-5070225 The complaint Mrs M complains that information provided to her by Fairstone Financial Management Limited (“Fairstone”) about her pension savings was incorrect. What happened I issued a provisional decision on this complaint last month. In that decision I explained why I thou... (4 pages)View decision -
Decision Reference DRN-4971448
11 Oct 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4971448 The complaint Mr C complains that Wise Payments Limited applied additional hidden charges to his transfer which resulted in his transaction being delayed and him receiving a less favourable exchange rate. What happened Mr C used his Wise account to make a transfer from his U... (3 pages)View decision -
Decision Reference DRN-4780183
11 Oct 2024 Tandem Bank Limited Not upheldBanking and PaymentsDRN-4780183 The complaint Mr N complains about the waiting times and general service received when contacting Tandem Bank Limited. What happened On 14 August 2023, Mr N called Tandem’s support line. He says he spent around 40 minutes on hold before he decided to end the call. He called ... (5 pages)View decision -
Decision Reference DRN-4966914
11 Oct 2024 Covea Insurance plc Not upheldInsuranceDRN-4966914 The complaint Mr and Mrs H have complained about the way Covea Insurance plc (Covea) have handled their claim under their motor insurance policy. What happened Mr and Mrs H’s car was involved in an accident in April 2021. It resulted in the car being written-off. Mr and Mrs ... (2 pages)View decision -
Decision Reference DRN-4992755
11 Oct 2024 Zurich Insurance Company Ltd Not upheldInsuranceDRN-4992755 The complaint Mrs J and Mr J complain about Zurich Insurance Company Ltd (Zurich) declining a claim under their home insurance policy for the theft of personal possessions while in a vehicle. Zurich use agents to administer the policy and to assess claims. References to Zur... (3 pages)View decision
