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 365360 results
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Decision Reference DRN-4629441
15 Mar 2024 Gresham Insurance Company Limited UpheldInsuranceDRN-4629441 The complaint Mr N and Mrs D complain about delays and the poor handling of their claim by Gresham Insurance Company Limited’s (Gresham) following an escape of water, under their home buildings insurance policy. What happened In January 2023 Mr N and Mrs D noticed a leak in the... (3 pages)View decision -
Decision Reference DRN-4489679
15 Mar 2024 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-4489679 The complaint Miss H complains Jaja Finance Ltd have closed down her credit card with them as a result of no longer offering that product – and it’s had an adverse impact on her credit file. What happened Miss H complains that Jaja have closed down the credit card she holds wit... (3 pages)View decision -
Decision Reference DRN-4686604
15 Mar 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4686604 The complaint Mr F has complained about Watford Insurance Company Europe Limited’s (Watford’s) decision to decline a claim he made under his commercial motor insurance policy for the theft of his van. What happened Mr F held a commercial motor insurance policy, underwritten by ... (4 pages)View decision -
Decision Reference DRN-4648396
15 Mar 2024 Equity For Growth (Securities) Limited UpheldInvestmentsDRN-4648396 The complaint Ms B 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 June 2019, Ms B invested £25,000 into MIX Ltd loan notes. Th... (22 pages)View decision -
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
