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 362195 results
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Decision Reference DRN-4593219
28 Feb 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4593219 The complaint Mr K complains about how West Bay Insurance Plc trading as Zenith Insurance (Zenith) dealt with a claim on his motor insurance. References to Zenith include other organisations and individuals acting on its behalf. What happened Mr K had motor insurance with Zenit... (3 pages)View decision -
Decision Reference DRN-4638001
28 Feb 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-4638001 The complaint Miss O is complaining about FirstRand Bank Limited trading as Motonovo Finance’s decision to lend to her – she says the loan was unaffordable. What happened In April 2016, Miss O took out a hire purchase agreement with MotoNovo to finance the purchase of a car. Sh... (3 pages)View decision -
Decision Reference DRN-4577414
28 Feb 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4577414 The complaint Ms J complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible when it offered her a credit card account. What happened Virgin Money opened a credit card account for Ms J in June 2022 with a credit limit of £4,100. I understand that the limit wa... (3 pages)View decision -
Decision Reference DRN-4610072
28 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4610072 The complaint Mrs H says Barclays Bank UK PLC, trading as Barclaycard, irresponsibly lent to her. What happened Mrs H opened an Egg credit card in April 2001. The account was transferred to Barclays in 2011. It is not known what the opening credit limit was, by October 2004 it ... (2 pages)View decision -
Decision Reference DRN-4651035
28 Feb 2024 Janus Henderson Fund Management UK Limited UpheldInvestmentsDRN-4651035 The complaint Mrs D has complained about Janus Henderson Fund Management UK Limited (Janus). She said Janus caused a delay in repaying funds to her, after a cheque it sent was cashed in by an unauthorised recipient. Mrs D said the delay it caused and how it handled her complain... (4 pages)View decision -
Decision Reference DRN-4651014
28 Feb 2024 Together Personal Finance Limited Not upheldMortgagesDRN-4651014 The complaint Ms L’s complaint is that, because of incorrect information recorded on her credit file by Together Personal Finance Limited, her mortgage application to another lender was declined. Ms L is also unhappy that Together will not communicate with her by email. To sett... (4 pages)View decision -
Decision Reference DRN-4649446
28 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4649446 The complaint Mrs K complains that U K Insurance Limited (“UKI”) has unfairly handled a claim under her home insurance policy. Any reference to Mrs K or UKI includes respective agents or representatives. What happened The background of this complaint is well known to both parti... (6 pages)View decision -
Decision Reference DRN-4650919
28 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4650919 The complaint Mr Y is unhappy that Barclays Bank UK PLC delayed the transfer of his ISA. What happened To briefly summarise: Mr Y had a cash ISA with Barclays that was due to mature on 1 March 2023. Mr Y opened a new cash ISA with a different provider and submitted an ISA trans... (2 pages)View decision -
Decision Reference DRN-4647648
28 Feb 2024 Covea Insurance plc Not upheldInsuranceDRN-4647648 The complaint Mrs T’s complaint is about a claim she made on her Covea Insurance plc home insurance policy for accidental damage to her Rolex watch. Mrs T wants Covea to pay for the total repair costs of the watch. What happened Mrs T damaged her watch during a fall. She took t... (3 pages)View decision -
Decision Reference DRN-4525980
28 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4525980 The complaint Mr M complains about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) handling of damage it caused to Mr M’s property whilst responding to a home emergency claim. Any reference to Mr M or Admiral includes respective agents or representatives. What happened The ... (2 pages)View decision
