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 370903 results
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Decision Reference DRN-4865077
22 Jul 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4865077 The complaint Ms T complains that she is unhappy with the settlement offered by Chaucer Insurance Company Designated Activity Company following damage to her contents whilst being transported abroad. What happened Ms T hired a removal company to transport her home contents ... (4 pages)View decision -
Decision Reference DRN-4916389
22 Jul 2024 British Gas Insurance Limited UpheldInsuranceDRN-4916389 The complaint Mr B is unhappy with the service he received from British Gas Insurance Limited under his HomeCare agreement. What happened Mr B’s policy with British Gas includes an annual service of his boiler. Mr B had arranged an appointment for his service to take place o... (3 pages)View decision -
Decision Reference DRN-4857796
22 Jul 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4857796 The complaint Mrs M complains that Acromas Insurance Company Limited declined her claim on the Parts and Garage optional extra of her roadside assistance motor insurance policy. What happened Mrs M’s car broke down due to electrical or mechanical failure. A roadside assista... (3 pages)View decision -
Decision Reference DRN-4561056
22 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4561056 The complaint Mr K complains Lloyds Bank PLC (“Lloyds”) closed his account unfairly because its branch manager had a personal vendetta against him. Mr K also says Lloyds failed to call him back as promised. What happened The details of this complaint are well known by both pa... (4 pages)View decision -
Decision Reference DRN-4921349
22 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4921349 The complaint Miss T complains that esure Insurance Limited trading as Sheilas’ Wheels (“esure”) mishandled her claim on a motor insurance policy. What happened For the year from about 25 November 2021, Miss T had a policy with esure. It covered a car with a diesel engine. ... (7 pages)View decision -
Decision Reference DRN-4922060
22 Jul 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4922060 The complaint A company, which I’ll refer to as B, complains that Revolut Ltd won’t refund payments it didn’t make. Mr and Mrs B, who are directors of B, bring the complaint on B’s behalf. What happened Mr B explained that, following a number of missed calls, he answered ... (5 pages)View decision -
Decision Reference DRN-4518376
22 Jul 2024 Barclays Bank UK PLC Not upheldConsumer CreditDRN-4518376 The Complaint Mr D’s complaint is, in essence, that Barclays Bank UK PLC (trading as Barclaycard) (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’) in relation to a number of timeshare purchases. Background to the Com... (3 pages)View decision -
Decision Reference DRN-4903661
22 Jul 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4903661 The complaint Ms C complains that Clydesdale Bank Plc, trading as Virgin Money, acted irresponsibly in lending her a credit card. What happened Ms C took out a credit card with Virgin Money in September 2021. The credit limit was £2,400. In 2022, Ms C complained to Virgin Mo... (3 pages)View decision -
Decision Reference DRN-4892293
22 Jul 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4892293 The complaint Mrs R, as executor of the estate of Mr R, complains about the service provided by Zopa Bank Limited (’Zopa’) during the administration of the estate. Mrs R has authority to bring a complaint on behalf of the estate. What happened After Mrs R notified Zopa abo... (2 pages)View decision -
Decision Reference DRN-4903199
22 Jul 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4903199 The complaint Ms E has complained that a car she acquired, using finance from Specialist Motor Finance Limited (‘SMF’), wasn’t of satisfactory quality at the point of supply. What happened On 11 June 2022, Ms E entered into a finance agreement with SMF, for a used car. It wa... (4 pages)View decision
