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 381196 results
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Decision Reference DRN-4894644
5 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4894644 The complaint Mr K complains about the way Barclays Bank UK PLC handled chargeback claims he raised. What happened Mr K booked holiday accommodation using his Barclays Bank debit card. Unfortunately, he was dissatisfied with the quality of the accommodation and on returning... (2 pages)View decision -
Decision Reference DRN-5001878
5 Nov 2024 esure Insurance Limited UpheldInsuranceDRN-5001878 The complaint Miss U complains about delays in esure Insurance Limited (esure) dealing with a claim under her motor insurance policy for damage to her vehicle following an accident. References to esure in this decision include their agents. What happened Miss U was involve... (4 pages)View decision -
Decision Reference DRN-4851065
5 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4851065 The complaint Mr B complains that Lloyds Bank PLC failed to properly pursue a chargeback claim. What happened In late 2023 Mr B made a successful bid at an auction and paid a deposit to the auction house of £600. Mr B says he paid the seller the purchase price, but the selle... (2 pages)View decision -
Decision Reference DRN-4805424
5 Nov 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4805424 The complaint Mrs A complains that Clydesdale Bank Plc, trading as Virgin Money, removed funds from her account in error. What happened In February 2024, Mrs A says she sold some goods to a customer. She says she delivered the goods to the customer and the customer made a p... (2 pages)View decision -
Decision Reference DRN-5124956
5 Nov 2024 Ageas Insurance Limited UpheldInsuranceDRN-5124956 The complaint Mrs P complains about the way Ageas Insurance Limited handled a claim she made on her commercial property insurance policy. What happened In December 2022 Mrs P made a claim following an escape of water at a property she owned and rented out. In order to asses... (4 pages)View decision -
Decision Reference DRN-5051775
5 Nov 2024 Assurant General Insurance Limited Not upheldInsuranceDRN-5051775 The complaint Mr H complains that Assurant General Insurance Limited did not settle a claim on his gadget insurance policy. What happened Mr H made a claim on his policy for a stolen iPad. He said it was taken from his bag while he was travelling by train to a meeting. In a ... (3 pages)View decision -
Decision Reference DRN-5088027
5 Nov 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5088027 The complaint Miss C and Mr O complain about The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) and the indexation amount applied to calculate NFU’s most recent settlement figure. Miss C has acted as the main representative during the claim and complaint pr... (2 pages)View decision -
Decision Reference DRN-4923555
5 Nov 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4923555 The complaint Miss H is being represented by a third party, Mr S. The complaint about Creation Consumer Finance Ltd centres on the service and lack of information provided in connection with enquiries about settling a loan early and how the early settlement figure was calcul... (3 pages)View decision -
Decision Reference DRN-4776251
5 Nov 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4776251 The complaint Mrs G complains that a used car she acquired through a hire purchase agreement financed by Close Brothers Limited trading as Close Brothers Motor Finance is of unsatisfactory quality. What happened In July 2021, Mrs G took out a hire purchase agreement to cove... (3 pages)View decision -
Decision Reference DRN-4949027
4 Nov 2024 Amtrust International Underwriters DAC UpheldInsuranceDRN-4949027 The complaint Mr and Mrs A complain that AmTrust International Underwriters DAC (“AmTrust”) unfairly declined a defective roof claim made under their new build warranty. What happened Mr and Mrs A’s new build property was completed in 2020. When tiles started to fall off the... (3 pages)View decision
