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 352408 results
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Decision Reference DRN-4660909
13 Mar 2024 Amtrust Europe Limited UpheldInsuranceDRN-4660909 The complaint Mr N and Mrs P complained that Amtrust Europe Limited (“Amtrust”) failed in repairing their boiler under a home emergency policy and their poor judgement led to Mr N and Mrs P incurring unnecessary charges. What happened Mr N and Mrs P made a claim when their boil... (3 pages)View decision -
Decision Reference DRN-4450259
13 Mar 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4450259 The complaint Mrs C complains that MBNA Limited (MBNA) are asking her to pay interest on balance transfers that were supposed to be interest free until mid-2024. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Inste... (2 pages)View decision -
Decision Reference DRN-4668366
13 Mar 2024 Highway Insurance Company Limited UpheldInsuranceDRN-4668366 The complaint Ms D complains that Highway Insurance Company Limited (Highway) avoided her home insurance policy, declined her claim for water damage and that the time it took to reach its claim decision caused avoidable, additional damage to her home and contents. What happened... (8 pages)View decision -
Decision Reference DRN-4664455
13 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4664455 The complaint Mr J complains that esure Insurance Limited delayed closing a claim made on his motor insurance policy and this caused him trouble and expense. Mr J wants esure to close the claim. What happened Mr J made a claim on his policy in 2021. esure paid the claim in Janu... (2 pages)View decision -
Decision Reference DRN-4622490
13 Mar 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4622490 The complaint Mrs A is unhappy her policy was voided due to a misrepresentation she made when she took out her home insurance policy with Accredited Insurance (Europe) Ltd (“AI”). AI wouldn’t consider her claim for theft of jewellery. What happened Mrs A’s home was broken in to... (3 pages)View decision -
Decision Reference DRN-4654830
13 Mar 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4654830 The complaint Mr J complains that Ageas Insurance Limited deducted his car’s salvage value from his settlement following a claim made on his motor insurance policy. What happened Mr J’s car was damaged in a non-fault accident, and he made a claim. It was first dealt with throu... (2 pages)View decision -
Decision Reference DRN-4612963
13 Mar 2024 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-4612963 The complaint Mr S says Tandem Personal Loans Ltd, trading as Oplo, irresponsibly lent to him. What happened Mr S took out a loan for £5,000 with a £395 fee, over 60 months in February 2022. The monthly repayments were £134.16 and the total repayable was £8,049.90. He says the ... (3 pages)View decision -
Decision Reference DRN-4679645
13 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4679645 The complaint I, a limited company complains that Santander UK Plc unfairly blocked and closed it accounts. G is also unhappy that Santander took too long to release funds held in its accounts, which led to loss of business and inconvenience. I’s complaint has been brought to o... (4 pages)View decision -
Decision Reference DRN-4587210
13 Mar 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4587210 The complaint Mrs D is unhappy with what she’s being charged after voluntarily terminating a conditional sale agreement with Moneybarn No.1 Limited, and their communication about this. What happened On 1 July 2019, Mrs D was supplied with a used car through a conditional sale a... (4 pages)View decision -
Decision Reference DRN-4628386
13 Mar 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4628386 The complaint Miss L says Shop Direct Finance Company Limited (“Shop Direct”), trading as Very, irresponsibly lent to her. What happened Miss L opened a shopping account with Shop Direct in October 2019. Her account limit was initially £600. There were no increases to the credi... (4 pages)View decision
