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 364862 results
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Decision Reference DRN-4700315
12 Apr 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4700315 The complaint Mr S has complained that Domestic & General Insurance Plc (D&G) unfairly dealt with a claim under an appliance warranty. What happened D&G sent an engineer to repair Mr S’s fridge-freezer. The engineer inspected the fridge- freezer and ordered a part. ... (2 pages)View decision -
Decision Reference DRN-4498984
12 Apr 2024 Accord Mortgages Limited Not upheldMortgagesDRN-4498984 The complaint Mr T complains that a payment deferral was applied, during the pandemic, to a mortgage with Accord Mortgages Limited that he holds jointly with another person. Mr T said this was done against his clearly expressed wishes, and he thought that was wrong. What happen... (3 pages)View decision -
Decision Reference DRN-4697654
12 Apr 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4697654 The complaint Mr and Mrs C complain that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined a claim for damaged drains, under Mr C’s buildings insurance policy. I will refer to Mr C in my decision for ease. What happened Mr C says he was carrying out work in his ... (3 pages)View decision -
Decision Reference DRN-4738642
12 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4738642 The complaint Mr G complains about the way National Westminster Bank Plc handled a dispute he raised with it (‘NatWest’). What happened The parties are familiar with the background of this complaint – so I will only cover it briefly here. It reflects my informal remit. Mr G say... (4 pages)View decision -
Decision Reference DRN-4737375
12 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4737375 The complaint Mr B is unhappy that Bank of Scotland plc, trading as Halifax, placed account dormancy restrictions on his account. What happened Mr B holds a Halifax bank account which he hadn’t used for several years, and which was considered dormant by Halifax. Mr B contacted ... (3 pages)View decision -
Decision Reference DRN-4734429
12 Apr 2024 Arthur J. Gallagher Insurance Brokers Limited Not upheldInsuranceDRN-4734429 The complaint A company, which I’ll refer to as E, complains that Arthur J. Gallagher Insurance Brokers Limited (“AJG”) failed to provide information that should have been given about its commercial property insurance when the policy was renewed. Mr R, a director of E, brings t... (3 pages)View decision -
Decision Reference DRN-4408179
12 Apr 2024 Paysafe Financial Services Limited UpheldBanking and PaymentsDRN-4408179 The complaint Mr B complains that Paysafe Financial Services, trading as Neteller Limited returned a payment to sender. What happened Mr B sold cryptocurrency using a peer-to-peer platform. He received £465 into his Paysafe account and on receipt of this, he sent the individual... (2 pages)View decision -
Decision Reference DRN-4737967
12 Apr 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4737967 The complaint Mr E complains about the sale of a timeshare he financed through an agreement with Honeycomb Finance Ltd. Mr E has brought his complaint through a representative, so references to his submissions and arguments include those made on his behalf. What happened I issu... (4 pages)View decision -
Decision Reference DRN-4738490
12 Apr 2024 National House-Building Council UpheldInsuranceDRN-4738490 The complaint Mr B complains that National House-Building Council’s (NHBC’s) offer of settlement for a claim he made under his Buildmark warranty is unfair. What happened Mr B’s claim is for defective tiling around the dormer windows on the roof of his property. NHBC has accept... (7 pages)View decision -
Decision Reference DRN-4671239
12 Apr 2024 etika Finance UK Limited Not upheldConsumer CreditDRN-4671239 The complaint Miss K complains that ETIKA FINANCE UK LIMITED trading as Paybreak (‘Paybreak’) has been pursuing her for money for services she didn’t receive. What happened The parties are familiar with the background of this complaint, so I will summarise it briefly. This refl... (3 pages)View decision
