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 364862 results
-
Decision Reference DRN-5189008
2 Jan 2025 Zurich Assurance Ltd UpheldInsuranceDRN-5189008 The complaint Mr R complains that Zurich Assurance Ltd has turned down a critical illness claim he made on a Personal Protection insurance policy and cancelled the contract from the start. What happened The background to this complaint is well-known to both parties. So I’ve ... (5 pages)View decision -
Decision Reference DRN-5208894
2 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5208894 The complaint Ms O has complained that Bank of Scotland plc trading as Halifax gave her incorrect information about the cancellation of a cheque. What happened On 23 October 2024 Ms O wrote a cheque for £570 to pay for a service. The payee received the cheque the next day. O... (2 pages)View decision -
Decision Reference DRN-5228730
2 Jan 2025 esure Insurance Limited Not upheldInsuranceDRN-5228730 The complaint Miss B is unhappy esure Insurance Limited (esure) didn’t make her sufficiently aware it would not be automatically renewing her motor insurance policy. What happened Miss B held a motor insurance policy with esure which was set to automatically renew in Februar... (3 pages)View decision -
Decision Reference DRN-4824922
2 Jan 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4824922 The complaint Mr K is unhappy that a car supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited trading as Moneybarn (“Moneybarn”) was of an unsatisfactory quality. When I refer to what Mr K has said and what Moneybarn has said, it should also be ta... (3 pages)View decision -
Decision Reference DRN-5237018
2 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5237018 The complaint Mr M has complained that the offer made to him by his motor insurer, Accredited Insurance (Europe) Ltd (‘Accredited’), for the market value of his car after it was declared a total loss was too low and wants it to be increased. What happened In April 2024, Mr ... (4 pages)View decision -
Decision Reference DRN-4956797
2 Jan 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-4956797 The complaint Ms F complains about a car acquired through a Hire Purchase agreement with MotoNovo Finance Limited (‘Motonovo’). Ms F had problems with the car and says the car isn’t of satisfactory quality. What happened Ms F acquired the vehicle in July 2023. When it was s... (5 pages)View decision -
Decision Reference DRN-4794056
2 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4794056 The complaint Mr T complains that Barclays Bank UK PLC has pursued him for a guarantee they said he gave to support lending to his business without responding to his many requests for a copy of the signed guarantee. What happened The circumstances of this complaint are fami... (3 pages)View decision -
Decision Reference DRN-4625292
2 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4625292 The complaint Mr N has complained that Bank of Scotland Plc (trading as “Halifax”) failed to protect him from falling victim to an investment scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll su... (5 pages)View decision -
Decision Reference DRN-5236911
2 Jan 2025 Chip Financial Ltd Not upheldBanking and PaymentsDRN-5236911 The complaint Mr A has complained on behalf of Mrs A about the poor service she received from Chip Financial Ltd. What happened Mrs A, who is an elderly lady, opened an online account with Chip. She found she could no longer access her funds from her tablet after an update t... (2 pages)View decision -
Decision Reference DRN-5183603
2 Jan 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5183603 The complaint Mr E complains about Assurant General Insurance Limited (Assurant), regarding a claim under his mobile phone insurance policy for the loss of his phone. Assurant uses agents to administer and provide services under the policy, as well as to deal with claims an... (3 pages)View decision
