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 364766 results
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Decision Reference DRN-4685972
15 Mar 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4685972 The complaint Ms A complained about the service she received from Clydesdale Bank Plc, trading as Virgin Money. What happened Ms A had a credit card with Virgin. She made a balance transfer in 2019, following which the balance was zero. On 29 June 2022, a new Virgin credit card... (4 pages)View decision -
Decision Reference DRN-4488552
15 Mar 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4488552 The complaint Mr M complains about Royal & Sun Alliance Insurance Limited’s (“RSA”) handling of his claim under his home insurance policy. What happened The background to this complaint is well known to the parties, so I won’t go into too much detail but will summarise the ... (3 pages)View decision -
Decision Reference DRN-4686715
15 Mar 2024 MBNA Limited UpheldBanking and PaymentsDRN-4686715 The complaint Mr F complains MBNA Limited haven’t defaulted his two credit card accounts when they should have. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements of this below, and they fo... (3 pages)View decision -
Decision Reference DRN-4641601
15 Mar 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4641601 The complaint Mr T has complained about his let property insurer Zurich Insurance PLC because it declined a claim for malicious damage at a property he owns and then avoided the following year’s policy from renewal (treated it as though it had never existed). What happened Mr T... (4 pages)View decision -
Decision Reference DRN-4598462
15 Mar 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4598462 The complaint Mrs O complains about the actions of Domestic & General Insurance Plc (“D&G”) after she made a claim under her appliance insurance policy. Mrs O is represented in this complaint by her son, Mr M. D&G is the underwriter of this policy i.e. the insurer. ... (2 pages)View decision -
Decision Reference DRN-4653042
15 Mar 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4653042 The complaint Mr J complains that Tesco Personal Finance PLC irresponsibly provided him with a credit card account he couldn’t afford. He’s also unhappy with the credit limit increase (CLI) it subsequently applied to the account. What happened In September 2015 Tesco opened a c... (3 pages)View decision -
Decision Reference DRN-4593046
15 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4593046 The complaint Mr F complains HSBC UK Bank Plc unfairly charged him unarranged overdraft fees and turned him down for an overdraft on his current account. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the re... (3 pages)View decision -
Decision Reference DRN-4623118
15 Mar 2024 Equity For Growth (Securities) Limited UpheldInvestmentsDRN-4623118 The complaint Ms W complains that she was mis-sold an investment by Equity for Growth (Securities) Limited (EforG). She says she was given misleading information about the security of the investment. What happened In January 2019, Ms W invested £10,000 into MIX2 Ltd loan notes.... (23 pages)View decision -
Decision Reference DRN-4626977
15 Mar 2024 West Bay Insurance Plc UpheldInsuranceDRN-4626977 The complaint Mrs T has complained that West Bay Insurance caused delays and provided a poor service when she made a claim under her car insurance policy. What happened In May 2023 Mrs T made a claim for damage to her car following an incident involving a third party through he... (3 pages)View decision -
Decision Reference DRN-4617459
15 Mar 2024 One Insurance Limited UpheldInsuranceDRN-4617459 The complaint Mr H has complained that One Insurance Limited (OIL) avoided (treated it as if it never existed) his motor insurance policy and refused to pay his claim. What happened Mr H renewed his motor insurance policy with OIL through a broker. When his car was damaged whil... (3 pages)View decision
