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-4406746
22 Jan 2024 QIC Europe Ltd UpheldInsuranceDRN-4406746 The complaint Ms P complains about how QIC Europe Ltd (QIC) dealt with a claim under her home insurance policy for damage to her property from a falling chimney off a neighbour’s property caused by bad weather. QIC use agents to administer the policy and to assess claims. Refer... (4 pages)View decision -
Decision Reference DRN-4256164
22 Jan 2024 Advisory Insurance Brokers Limited Not upheldInsuranceDRN-4256164 The complaint Miss V complained that Advisory Insurance Brokers Limited (trading as Footman James), her insurance broker, mis-sold her a motor insurance policy. What happened Miss V bought her motor insurance policy via Footman James, an insurance broker. She said that the insu... (2 pages)View decision -
Decision Reference DRN-4574152
22 Jan 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-4574152 The complaint Mr S complains about the quality of a car he has been financing through an agreement with CA Auto Finance UK Ltd (“CA Auto”). What happened Mr S acquired a used car using a personal contract purchase (“PCP”) agreement with CA Auto in April 2023. The cash price of ... (5 pages)View decision -
Decision Reference DRN-4392061
22 Jan 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4392061 The complaint Mrs S says Zopa Bank Limited lent to her irresponsibly. What happened Mrs S took out a 60-month loan for £13,500 in September 2022. The monthly repayments were £382.61 and the total repayable was £22,956.52. Mrs S says she was heavily indebted when she applied and... (3 pages)View decision -
Decision Reference DRN-4515526
22 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4515526 The complaint Ms S complains that Barclays Bank UK PLC (“Barclays”) won’t refund money she lost when she fell victim to an investment recovery scam. What happened Ms S fell victim to an investment scam in 2017. In 2020, she was approached by a company “R” who offered its servic... (4 pages)View decision -
Decision Reference DRN-4555188
22 Jan 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4555188 The complaint Mr S has complained about the way Acromas Insurance Company Limited handled his claim under his motor insurance policy for damage to his car. Where I’ve referred to Acromas, this also includes any actions or communication by agents acting on its behalf. What happe... (3 pages)View decision -
Decision Reference DRN-4566265
22 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4566265 The complaint Miss D complains that Barclays Bank UK PLC (Barclays) won’t refund withdrawals from her account which she says she didn’t authorise. What happened Miss D opened an account with Barclays in September 2022. She deposited £8,000 cash savings, which she says was large... (8 pages)View decision -
Decision Reference DRN-4535941
22 Jan 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4535941 The complaint Mrs C has complained that Domestic & General Insurance Plc (‘D&G’) declined a claim for repair of her vacuum cleaner and cancelled her appliance insurance policy. What happened Mrs C’s husband had bought a vacuum cleaner and obtained appliance cover from D... (4 pages)View decision -
Decision Reference DRN-4522309
22 Jan 2024 Julian Harris Financial Consultants UpheldPensions and AnnuitiesDRN-4522309 The complaint Mr C complains that his adviser at Julian Harris Financial Consultants provided poor advice, failed to invest his pension fund following its switch, and as a result of it remaining in cash, he has lost out financially. Mr C also complains that he has subsequently ... (5 pages)View decision -
Decision Reference DRN-4567258
22 Jan 2024 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-4567258 The complaint Mr and Mrs R are unhappy that Great Lakes Insurance UK Limited declined a claim made on their ‘classic cruise’ travel insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Th... (4 pages)View decision
