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 369228 results
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Decision Reference DRN-5120747
6 Mar 2025 Tesla Financial Services Limited Not upheldConsumer CreditDRN-5120747 The complaint Mr M is unhappy that a car supplied to him under a hire agreement with Tesla Financial Services Limited (‘Tesla’) was of an unsatisfactory quality. What happened In December 2020, Mr M was supplied with a new electric car through a hire agreement with Tesla. H... (3 pages)View decision -
Decision Reference DRN-5331995
6 Mar 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5331995 The complaint Ms L has complained that Assurant General Insurance Limited caused scratch damage to her phone when she made a claim under her mobile phone insurance policy. Ms L also complained that Assurant refused to provide a report confirming the repairs carried out to he... (2 pages)View decision -
Decision Reference DRN-5378112
6 Mar 2025 National Westminster Bank Plc UpheldMortgagesDRN-5378112 The complaint Miss A and Miss P complain that National Westminster Bank Plc charged them for, and relied on, an inaccurate valuation of their property when offering a new interest rate on their mortgage. What happened Miss A and Miss P have a mortgage with NatWest. Their pre... (5 pages)View decision -
Decision Reference DRN-5376628
6 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5376628 The complaint Mr A is unhappy Aviva Insurance Limited trading as Quotemehappy.com cancelled his motor insurance policy in error. What happened Mr A had a motor insurance policy which he paid for in monthly instalments. In January 2024, Mr A asked Aviva to change his paymen... (2 pages)View decision -
Decision Reference DRN-5377905
6 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5377905 The complaint Mr P is being represented in his complaint by a professional representative which has made various arguments on his behalf. Its contention is that Royal London failed to carry out the necessary due diligence on Mr P’s transfer request in 2014, nor did they prov... (7 pages)View decision -
Decision Reference DRN-5337665
6 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5337665 The complaint M C complains about the amount Admiral Insurance (Gibraltar) Limited paid in settlement of a claim he made under his motor insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in full detail... (3 pages)View decision -
Decision Reference DRN-4916761
6 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4916761 The complaint Mr H complains that Barclays Bank UK PLC (Barclays) won’t refund the money he lost to what he believes is a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here, but in summary I understand it ... (4 pages)View decision -
Decision Reference DRN-5299938
6 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5299938 The complaint Mrs G and Mr G are unhappy that Barclays Bank UK PLC trading as Tesco Bank (‘Barclays’) won’t allow them to close their account following the transfer of ownership from Tesco Personal Finance Limited (‘Tesco’). The account was jointly held by Mrs G and Mr G, bu... (2 pages)View decision -
Decision Reference DRN-5351579
6 Mar 2025 Skrill Limited Not upheldBanking and PaymentsDRN-5351579 The complaint X complains that Skrill Limited refused to process several withdrawals from their account and that it hasn’t complied with their instructions to close the account by transferring the balance to their nominated bank account with C, or an alternative bank account... (2 pages)View decision -
Decision Reference DRN-5283034
6 Mar 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5283034 The complaint Mr B and Mr V have complained that Tesco Underwriting Limited unfairly declined a claim under their home insurance policy for storm damage and about the way the claim was handled. What happened In April 2024 Mr B and Mr V made a claim to Tesco for storm damage... (3 pages)View decision
