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-4592538
12 Feb 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4592538 The complaint Mr R has complained about the way Domestic & General Insurance Plc (D&G) handled a claim under a protection policy he took out for his washing machine. What happened On 24 October 2023 Mr R contacted D&G to make a claim under his protection policy beca... (2 pages)View decision -
Decision Reference DRN-4601180
12 Feb 2024 U K Insurance Limited Not upheldInsuranceDRN-4601180 The complaint Mr W complains that U K Insurance Limited (UKI) didn’t provide the option of a courtesy vehicle and declined to recover his vehicle to a second garage, under his roadside assistance policy. What happened Mr W’s vehicle suffered a breakdown. He contacted UKI and it... (3 pages)View decision -
Decision Reference DRN-4616852
12 Feb 2024 West Bay Insurance Plc UpheldInsuranceDRN-4616852 The complaint Mr F complains West Bay Insurance Plc unfairly cancelled his telematics motor insurance policy. The policy is administered by an insurance intermediary, who I’ll call B in this decision, and it’s underwritten by West Bay. So, as West Bay is ultimately responsible ... (3 pages)View decision -
Decision Reference DRN-4614949
12 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4614949 The complaint Mr S is unhappy that a chargeback claim he made to Barclays Bank UK PLC in respect of a deposit he’d paid for a car was unsuccessful. What happened Mr S ordered a new electric car from a dealership in January 2022. He paid £1,500 as a deposit using his visa debit ... (4 pages)View decision -
Decision Reference DRN-4250896
12 Feb 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4250896 The complaint Mr F and Miss B complain about the decision by Great Lakes Insurance SE to decline their home insurance claim. Great Lakes are the underwriters (insurers) of this policy. Some of this complaint concerns the actions and opinions of their appointed agents. As Great ... (3 pages)View decision -
Decision Reference DRN-4450249
12 Feb 2024 Jarvis Investment Management Limited Not upheldInvestmentsDRN-4450249 The complaint Mr S has complained about Jarvis Investment Management Limited (Jarvis). He said it miscalculated and misrepresented the book price on one of his stock holdings. He said he has suffered distress and inconvenience due to the time and effort spent in trying to resol... (3 pages)View decision -
Decision Reference DRN-4599367
12 Feb 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4599367 The complaint Mr K complains that Advantage Insurance Company Limited (Advantage) added a ‘young and inexperienced’ excess fee for him and wife, under his motor insurance policy. What happened Mr K agreed to a motor insurance policy with Advantage commencing in March 2023. His ... (4 pages)View decision -
Decision Reference DRN-4583752
12 Feb 2024 John Lewis Financial Services Limited Not upheldBanking and PaymentsDRN-4583752 The complaint Mr W complains that John Lewis Financial Services Limited (JLFS) would not refund a transaction made using his credit facility. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, i... (5 pages)View decision -
Decision Reference DRN-4616849
12 Feb 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4616849 The complaint Mr B has complained about the delays and customer service he received from Liverpool Victoria Insurance Company Limited following his claim under his motor policy for the repair of his car. What happened On 31 March 2023, Mr B drove through a ford which appeared t... (6 pages)View decision -
Decision Reference DRN-4548478
12 Feb 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4548478 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money unfairly handled a credit card account he held with it. What happened Mr H has held a credit card account with Virgin Money since 2006. During that time Mr H says he was automatically provided with re... (3 pages)View decision
