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 364766 results
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Decision Reference DRN-5291132
13 Feb 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5291132 The complaint Mr V complains that American Express Services Europe Limited (AESEL) cancelled his account due to dormancy. What happened Mr V held a credit card account with AESEL. On 24 October 2024 AESEL sent a letter to Mr V advising him that they had ended his credit card... (2 pages)View decision -
Decision Reference DRN-5274021
13 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5274021 The complaint This complaint is brought on behalf of the estate of Mr B. Mrs B is acting as the deceased’s representative for the purposes of this complaint. She complains that National Westminster Bank Plc (‘NatWest’) irresponsibly granted Mr B credit card accounts that he ... (4 pages)View decision -
Decision Reference DRN-5276804
13 Feb 2025 Covea Insurance plc Not upheldInsuranceDRN-5276804 The complaint Mrs C complains Covea Insurance plc has unfairly declined a claim made on her pet insurance policy. Any reference to Covea includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties. And as they’ve been ... (2 pages)View decision -
Decision Reference DRN-5286370
13 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5286370 The complaint Mrs P is unhappy that Bank of Scotland plc, trading as Halifax, processed a direct debit payment from her current account that took that balance of her current account into unarranged overdraft. What happened Mrs P has a Halifax current account on which a direc... (4 pages)View decision -
Decision Reference DRN-5270845
13 Feb 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5270845 The complaint Mr L and Mrs L have complained that ARAG Legal Expenses Insurance Company (ARAG) unfairly dealt with a claim under their home emergency policy. As Mr L mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to him. What happe... (2 pages)View decision -
Decision Reference DRN-5310599
13 Feb 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5310599 The complaint Mr M has complained about Tesco Underwriting Limited’s decision not to settle a claim as a non fault claim under his car insurance policy. What happened Mr M reported an incident involving another vehicle to his insurer, Tesco. Tesco contacted the third party i... (2 pages)View decision -
Decision Reference DRN-5314675
13 Feb 2025 Pepper (UK) Limited Not upheldMortgagesDRN-5314675 The complaint Mr B complains that Pepper (UK) Limited trading as Engage Credit treated him unfairly when he asked for help with his buy-to-let mortgage. What happened In 2019, Mr B took out a buy-to-let mortgage with Pepper Money, which was a trading name of Pepper (UK). Eng... (3 pages)View decision -
Decision Reference DRN-4921719
13 Feb 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4921719 The complaint Mr C complains that Sainsbury's Bank plc won’t refund to him the money that he paid for a car service. What happened Mr C used his Sainsbury’s Bank credit card in December 2023 to pay £249.92 to an online car maintenance service for his car to be serviced ... (3 pages)View decision -
Decision Reference DRN-5293177
13 Feb 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5293177 The complaint Mr B has complained about a mortgage he holds with Kensington Mortgage Company Limited. What happened Mr B took this mortgage out in October 2006 through a mortgage broker. Mr B already owned the property having bought it the year before, and this was a remortg... (6 pages)View decision -
Decision Reference DRN-5189938
13 Feb 2025 Black Horse Limited UpheldConsumer CreditDRN-5189938 The complaint Miss C complains that a car that was supplied to her under a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality. What happened A used car was supplied to Miss C under a hire purchase agreement with Black Horse that she electronicall... (4 pages)View decision
