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 118878 results
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Decision Reference DRN-3423599
8 Apr 2022 Covea Insurance plc UpheldInsuranceDRN-3423599 The complaint Mr P is unhappy with Covea Insurance plc’s handling of his motor insurance claim. Mr P is represented by Mr S, but for ease I’ll refer to statements made by Mr S as being made by Mr P. References to Covea include agents acting on their behalf. What happened Mr P h... (5 pages)View decision -
Decision Reference DRN-3423992
8 Apr 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3423992 The complaint Mr G complains that Barclays Bank UK PLC kept giving him incorrect information about the dates when an early repayment charge (ERC) would apply to his mortgage and it has prevented him making an overpayment of 10% of the mortgage balance. What happened In 2018, Mr... (4 pages)View decision -
Decision Reference DRN-3408501
8 Apr 2022 esure Insurance Limited UpheldInsuranceDRN-3408501 The complaint Mr A has complained that esure Insurance Limited hasn’t settled a theft claim he made under his car insurance policy. What happened Mr A contacted esure in May 2019 to say that his car had been stolen. esure asked Mr A to provide documents in order to validate his... (2 pages)View decision -
Decision Reference DRN-3366257
8 Apr 2022 Creation Consumer Finance Ltd UpheldBanking and PaymentsDRN-3366257 The complaint Mr L is unhappy with the level of service he received from Creation Consumer Finance Limited (“Creation”). What happened In summary, Mr L spoke to Creation in or around March 2021 regarding his account. He complains about the customer service he received on this c... (2 pages)View decision -
Decision Reference DRN-3271987
8 Apr 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3271987 The complaint Ms D is unhappy with the service she received from Domestic & General Insurance PLC (D&G) after she made a mobile phone insurance claim; in particular it provided her with an invalid voucher in settlement of the claim. What hap... (3 pages)View decision -
Decision Reference DRN-3386487
8 Apr 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3386487 The complaint Ms B complains that Inter Partner Assistance SA (“Inter Partner”) gave her incorrect advice in relation to a home emergency claim. What happened The background of this complaint is well known to all parties. So, I’ve summarised events. In December 2021, Ms B made... (2 pages)View decision -
Decision Reference DRN-3422982
8 Apr 2022 Assurant General Insurance Limited UpheldInsuranceDRN-3422982 The complaint Mr S complains that Assurant General Insurance Limited (Assurant) unfairly declined part of his claim for two lost phones under his gadget insurance policy. What happened Mr S has gadget insurance with Assurant through his bank account. This provides cover for two... (4 pages)View decision -
Decision Reference DRN-3340456
8 Apr 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3340456 The complaint Mr J and Mrs J complain that a car they acquired via a hire purchase agreement with Blue Motor Finance Ltd was misrepresented to them by the supplying dealer. What happened In November 2021 Mr and Mrs J wanted to acquire a used car. They had certain criteria that ... (4 pages)View decision -
Decision Reference DRN-3328191
8 Apr 2022 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-3328191 The complaint Mrs O complains that Red Sands Insurance Company (Europe) Limited unfairly declined a claim on her pet insurance policy due to a pre-existing condition and added a back-dated exclusion clause to her policy. What happened Mrs O said she’d purchased a puppy in April... (3 pages)View decision -
Decision Reference DRN-3418676
8 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3418676 The complaint Mr J has complained that HSBC UK Bank Plc (HSBC) continued charging him excessive amounts for his overdraft when he was in financial difficulty. What happened Our adjudicator thought the complaint should be not upheld. Mr J disagreed with the adjudicator’s opinion... (3 pages)View decision
