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 375868 results
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Decision Reference DRN-5248112
24 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5248112 The complaint Miss C complains about how esure Insurance Limited (esure) has handled a claim on her motor insurance policy. Miss C has been largely represented by her partner in this complaint. But for ease of reference, I shall refer to anything he’s said as being said by M... (3 pages)View decision -
Decision Reference DRN-5245734
24 Jan 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5245734 The complaint Mr M complains that Tesco Personal Finance Limited, trading as Tesco Bank, attributed a payment to his non-interest bearing balance transfer rather than his interest bearing transactions. What happened Mr M has a Tesco Bank credit card. In July 2024, before his... (2 pages)View decision -
Decision Reference DRN-5237903
24 Jan 2025 One Insurance Limited Not upheldInsuranceDRN-5237903 The complaint Mrs H and Mr H complain about One Insurance Limited (One) declining to provide them with a hire car after their vehicle was involved in a collision with a vehicle from outside the UK. References to One include their agents who administer the policy and assess ... (4 pages)View decision -
Decision Reference DRN-5284008
24 Jan 2025 ReAssure Limited UpheldInvestmentsDRN-5284008 The complaint Mr and Mrs M have complained about the incorrect information they were given by ReAssure Limited (‘ReAssure’) about the transaction history of an investment bond they held which led to them incurring a tax liability. To put the matter right they would like tax ... (6 pages)View decision -
Decision Reference DRN-4976458
24 Jan 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-4976458 The complaint Mr and Mrs H complain about the way St. James's Place Wealth Management Plc (SJP) has managed their investment portfolio. They suffered losses during the period 2019 to 2023, and they believe this is a result of mismanagement of their investments. What ha... (5 pages)View decision -
Decision Reference DRN-5005725
24 Jan 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5005725 The complaint Mrs H complains that Clydesdale Bank Plc (trading as Virgin Money) caused delays during the process of obtaining a new interest rate product on her residential mortgage. She says that this has led to her incurring additional interest and payment arrears, and to... (8 pages)View decision -
Decision Reference DRN-5189177
24 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5189177 The complaint Mr M complains Admiral Insurance (Gibraltar) Limited responded poorly to a third-party claim made against his motor insurance policy. What happened In March 2023 a third-party made a claim against Mr M’s Admiral motor insurance policy. The third party’s insure... (3 pages)View decision -
Decision Reference DRN-4960069
24 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4960069 The complaint Miss A complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In April 2023, Miss A was contacted by someone who said they had been given her details by a recruiter and had details of a potential job for her... (4 pages)View decision -
Decision Reference DRN-5139420
24 Jan 2025 Black Horse Limited Not upheldConsumer CreditDRN-5139420 The complaint Miss H complains about the quality of a used car she acquired through a hire purchase agreement with Black Horse Limited (‘Black Horse’). Miss H says that the car caught fire because of a ‘black box’ that was fitted when she purchased it. She wasn’t made aware ... (4 pages)View decision -
Decision Reference DRN-4992780
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4992780 The complaint Ms Y complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. Ms Y is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key ev... (11 pages)View decision
