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 360264 results
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Decision Reference DRN-4438985
1 Feb 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4438985 The complaint Mr T complains that Tesco Personal Finance PLC, trading as Tesco Bank, has treated him unfairly in relation to transactions on his credit card which paid a website for flights. What happened In March 2022 Mr T used his Tesco Personal Finance... (3 pages)View decision -
Decision Reference DRN-4514294
1 Feb 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4514294 The complaint Mrs T complains that Domestic & General Insurance Plc (D&G) didn’t replace her washing machine on a like-for-like basis. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think are the key eve... (3 pages)View decision -
Decision Reference DRN-4595167
1 Feb 2024 Gresham Insurance Company Limited Not upheldInsuranceDRN-4595167 The complaint Miss I complains about Gresham Insurance Company Limited’s (Gresham) decision to decline a claim made under her home insurance policy. Any references to Gresham include its agents. What happened Miss I made a claim under her policy. She says her sofa sustained dam... (3 pages)View decision -
Decision Reference DRN-4582773
1 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4582773 The complaint Mr P says Admiral Insurance (Gibraltar) Limited wrongly declined a claim he made on his motor insurance policy and cancelled it based on fraud and his inappropriate driving. What happened Mr P told Admiral in November 2021 that he’d had to swerve to avoid a car th... (4 pages)View decision -
Decision Reference DRN-4283960
1 Feb 2024 Openwork Limited Not upheldMortgagesDRN-4283960 The complaint Miss K complained that the advice she received from a mortgage broker working under the umbrella of Openwork Limited was both wrong, and actively unhelpful. She thinks that Openwork should pay back the broker fee it charged her. What happened Miss K told us that s... (4 pages)View decision -
Decision Reference DRN-4478460
1 Feb 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4478460 The complaint Miss B has complained Telefonica UK Limited, trading as O2, opened three fraudulent accounts in her name and delayed removing adverse information from her credit file. What happened Although Miss B had moved from the family home, copies of letters from O2 requesti... (2 pages)View decision -
Decision Reference DRN-4543709
1 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4543709 The complaint Mr P complains that Advantage Insurance Company Limited cancelled his telematics motor insurance policy. He wants it to remove records of the cancellation from any external databases. Mr P is represented in this matter by Ms M. What happened Mr P took out a telem... (3 pages)View decision -
Decision Reference DRN-4503187
1 Feb 2024 One Insurance Limited UpheldInsuranceDRN-4503187 The complaint Mrs R complains One Insurance Limited hasn’t offered a fair value for her car following it being written off after it was stolen. She’s also unhappy with the service received throughout this claim. What happened The details of the claim are well known to both part... (3 pages)View decision -
Decision Reference DRN-4557994
1 Feb 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4557994 The complaint Miss G has complained J.P. Morgan Europe limited, trading as Chase, won‘t refund her for transactions she didn’t authorise. What happened In May 2023 Miss G contacted Chase as she noticed transactions she didn’t recognise and hadn’t made. Chase reviewed these but ... (2 pages)View decision -
Decision Reference DRN-4551470
1 Feb 2024 Clydesdale Bank Plc Not upheldInvestmentsDRN-4551470 The complaint Ms A complains about the transfer of her cash Individual Savings Account (ISA) to another provider. She says that Clydesdale Bank Plc (trading as Virgin Money) delayed the transfer unnecessarily by refusing to accept the information provided by her new ISA provide... (7 pages)View decision
