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 342371 results
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Decision Reference DRN-4888292
8 Jul 2024 Covea Insurance plc UpheldInsuranceDRN-4888292 The complaint Ms H has complained on behalf of HRL, a limited company, about the way Covea Insurance plc handled a claim made under their buildings insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: HRL own... (5 pages)View decision -
Decision Reference DRN-4596811
8 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4596811 The complaint Mr P is unhappy about HSBC UK Bank Plc’s (“HSBC”) decision not to refund the money he paid for solar panels. 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, in summary Mr P inst... (3 pages)View decision -
Decision Reference DRN-4884180
8 Jul 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4884180 The complaint Mr C has complained that Tesco Underwriting Limited (Tesco) unfairly dealt with a claim under his car insurance policy. What happened Mr C made a claim when items were stolen from his car. These items were a games console, radio transmitter and sunglasses. Tesco c... (4 pages)View decision -
Decision Reference DRN-4803380
8 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4803380 The complaint Miss M complains that Monzo Bank Limited won’t refund her after she fell victim to an investment scam. What happened Miss M has explained that while on a social media platform, she came across a company claiming to offer investment trading performed by artificial ... (4 pages)View decision -
Decision Reference DRN-4864940
8 Jul 2024 Phoenix Life Limited Not upheldInsuranceDRN-4864940 The complaint Mr P and Mrs P complain that Phoenix Life Limited mis-sold a whole of life policy with critical illness cover resulting in them paying for life cover twice. What happened In 1989, Phoenix recommended to Mr P and Mrs P a whole of life policy that included critical ... (2 pages)View decision -
Decision Reference DRN-4879422
8 Jul 2024 Chetwood Financial Limited Not upheldConsumer CreditDRN-4879422 The complaint Mr H complains about the way that Chetwood Financial Limited trading as Better Borrow managed his loan account. Mr H wants Better Borrow to write off the outstanding balance. What happened Mr H has an outstanding loan with Better Borrow. He says that in late 2023,... (3 pages)View decision -
Decision Reference DRN-4829574
8 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4829574 The complaint Mr T, as the director of a limited company “K”, complains that Barclays Bank UK PLC (“Barclays”) allowed misappropriation of funds instead of safeguarding K. He’s unhappy that Barclays has deemed the matter to be a civil dispute while several statutory and regulat... (4 pages)View decision -
Decision Reference DRN-4779122
8 Jul 2024 AllClear Insurance Services Ltd Not upheldInsuranceDRN-4779122 The complaint X has complained that AllClear Insurance Services Ltd failed to act on a right to erasure request and continued to send unwanted communication regarding a travel insurance policy. What happened X purchased the annual travel policy on 30 September 2022. They say th... (2 pages)View decision -
Decision Reference DRN-4696845
8 Jul 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4696845 The complaint Mr C complains that Starling Bank Limited (“Starling”) declined a direct debit (“DD”) indemnity claim he submitted going against the direct debit guarantee. What happened Mr C signed a lease purchase agreement and direct debit instruction with a merchant (the “ori... (3 pages)View decision -
Decision Reference DRN-4819652
8 Jul 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4819652 The complaint Mr D has complained that due to an error that Liverpool Victoria Insurance Company Limited trading as LV made, when he was setting up his motor policy, he now has to pay more premium. Mr D is represented by his stepfather Mr B. However, for ease of reference I sha... (3 pages)View decision