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 353748 results
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Decision Reference DRN-4623586
15 Mar 2024 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-4623586 The complaint Mr S complains that Link Financial Outsourcing Limited is attempting to collect a debt that is statute barred. What happened In the 1990s Mr S took out student loans. Mr S has explained that in 2004 he didn’t defer the loan repayments and the account was ultimatel... (3 pages)View decision -
Decision Reference DRN-4638694
15 Mar 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4638694 The complaint Mr H complains about the standard of repairs carried out by British Gas Insurance Limited under a claim made under his HomeCare insurance policy in 2019. What happened Mr H holds a HomeCare policy with British Gas. He made a claim in 2019 after there was a leak in... (2 pages)View decision -
Decision Reference DRN-4601214
15 Mar 2024 ClearBank Limited Not upheldBanking and PaymentsDRN-4601214 The complaint H complains about difficulties using ClearBank Limited (Tide)’s mobile app to access its account. What happened H holds an account with Tide and Mr C (H’s owner) has explained that he had previously been able to use its app on his mobile phone to access its accoun... (2 pages)View decision -
Decision Reference DRN-4651814
15 Mar 2024 IG Index Limited UpheldInvestmentsDRN-4651814 The complaint Mr A complains he was incorrectly categorised as an elective professional client (EPC) by IG Index Limited, which led to him incurring significant losses on his CFD trading account. What happened Mr A originally opened an account with IG as a retail client in 2010... (7 pages)View decision -
Decision Reference DRN-4538350
15 Mar 2024 Barclays Bank Plc Not upheldInvestmentsDRN-4538350 The complaint Mr D complains that Barclays Bank Plc mis-sold an investment to him as it failed to provide full and accurate details regarding the fees and its term. What happened In 2011 Barclays recommended Mr D invest in the ‘Paladin Reality Brazil Investors III Fund’ (Paladi... (4 pages)View decision -
Decision Reference DRN-4499083
15 Mar 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4499083 The complaint Mr L has complained that Tesco Personal Finance PLC, trading as Tesco Credit Card (“Tesco”), has unfairly turned down a claim he made about something he bought using his Tesco credit card. What happened In March 2016, Mr L, along with his wife, bought membership w... (3 pages)View decision -
Decision Reference DRN-4662777
15 Mar 2024 Insurance Factory Ltd Not upheldInsuranceDRN-4662777 The complaint Mrs R complains that the information provided by Insurance Factory Ltd when she bought her pet insurance policy was unclear and she only found out when she later made a claim that there was no cover for dental illness. What happened In March 2023 Mrs R bought a pe... (2 pages)View decision -
Decision Reference DRN-4640649
15 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4640649 The complaint Mr S complains that esure Insurance Limited (esure) didn’t inform him about a claim made by a third-party following an accident. This meant he unfairly lost his no-claims discount (NCD) and it increased the cost of his premiums, under his motor insurance policy. W... (3 pages)View decision -
Decision Reference DRN-4687084
15 Mar 2024 Takepayments Limited Not upheldBanking and PaymentsDRN-4687084 The complaint Mr M is a sole trader, trading as L. He complains that Takepayments Ltd’s errors meant his business L couldn’t take card payments for almost a month, leading to losses of around £12,000. What happened At the beginning of November 2022, Mr M had an existing contrac... (2 pages)View decision -
Decision Reference DRN-4680466
15 Mar 2024 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-4680466 The complaint Mrs S complains that she was mis-sold a whole of life ‘50 Plus plan’, referred to as “the plan”, by Liverpool Victoria Financial Services Limited, referred to as “LV”. In summary, she’s unhappy that she could pay more in premium than the sum assured. So, to put th... (4 pages)View decision
