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 367300 results
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Decision Reference DRN-4668852
2 Apr 2024 Alwyn Insurance Company Limited Not upheldInsuranceDRN-4668852 The complaint Mrs W’s complaint is about a claim she made on her Alwyn Insurance Company Limited (‘Alwyn’) landlord’s legal expenses insurance policy. Mrs W says that Alwyn treated her unfairly. In this decision all references to Alwyn include their claims handlers. What happen... (3 pages)View decision -
Decision Reference DRN-4620822
2 Apr 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-4620822 Complaint Mr G complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said that the proper checks weren’t carried out and he was provided with finance at a time where he had a gambling addiction. Background In Jan... (3 pages)View decision -
Decision Reference DRN-4442749
2 Apr 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4442749 The complaint Mr W complains that PayPal (Europe) S.a.r.l.et C.i.e S.C.A (PayPal) shouldn’t have put a ‘Q’ marker on his credit file. He would like it removed. What happened Mr W says he raised a dispute with PayPal in relation to incorrect goods he received. He says although P... (2 pages)View decision -
Decision Reference DRN-4717338
2 Apr 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4717338 The complaint Mr M complains about Admiral Insurance (Gibraltar) Limited’s (Admiral) claim handling and delays after he made a claim under his contents insurance policy. What happened Mr M rented a flat and had a contents insurance policy with Admiral. In November 2022, whilst ... (3 pages)View decision -
Decision Reference DRN-4706851
2 Apr 2024 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-4706851 The complaint Mr A is unhappy that Kroo Bank Ltd applied a Cifas marker against his name. He wants the marker removed. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr A opened an account with Kroo o... (3 pages)View decision -
Decision Reference DRN-4677218
2 Apr 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4677218 The complaint Miss H complains that Zopa Bank Limited (Zopa) lent to her irresponsibly. What happened In December 2021, Miss H applied for a credit card from Zopa. It was agreed with a limit of £200. In July 2023, Zopa offered to increase the limit to £600. Date Limit January 2... (3 pages)View decision -
Decision Reference DRN-4367494
2 Apr 2024 QIC Europe Ltd UpheldInsuranceDRN-4367494 The complaint Mr and Mrs D complain that QIC Europe Ltd declined a claim they made on their home insurance policy for a damaged ring. Mr D has primarily dealt with things so, for simplicity, I’ll refer to him only. Reference to QIC includes its agents and representatives. What ... (3 pages)View decision -
Decision Reference DRN-4649235
2 Apr 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4649235 The complaint Mr T complains about Royal and Sun Alliance Insurance Limited (RSA), who declined his claim under his home insurance policy. Any reference to RSA includes its agents. What happened Mr T contacted RSA following a storm. Mr T described that water was coming into his... (3 pages)View decision -
Decision Reference DRN-4682852
2 Apr 2024 Argos Limited Not upheldInsuranceDRN-4682852 The complaint Mr K has complained that Argos Limited (Argos) mis-sold him a warranty. What happened Mr K bought a food appliance online on the Argos website and, at the same time, bought a warranty for it. Mr K later complained. He said the policy was described as a three-year ... (2 pages)View decision -
Decision Reference DRN-4559222
2 Apr 2024 West Bromwich Building Society UpheldBanking and PaymentsDRN-4559222 The complaint Mr M complains he was charged penalty interest on a fixed rate ISA from West Bromwich Building Society trading as the West Brom (WB). What happened Mr M opened a five-year fixed rate ISA with WB in August 2022. In June 2023, the balance was £30,170.97. The intere... (4 pages)View decision
