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 364862 results
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Decision Reference DRN-5218577
23 Jan 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5218577 The complaint Mr D has complained about how Clydesdale Bank Plc trading as Virgin Money has treated an overpayment he made to his mortgage account. He says he wanted to keep his monthly payments the same and reduce his mortgage term, but Virgin instead reduced his contractua... (3 pages)View decision -
Decision Reference DRN-5236175
23 Jan 2025 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-5236175 The complaint Mr S complains that James Hay Administration Company Ltd (“JHAC”) failed to complete the transfer of his pension savings to another provider in a timely manner. What happened Mr S held pension savings that were administered by JHAC. His pension savings were inv... (5 pages)View decision -
Decision Reference DRN-5236380
23 Jan 2025 Acasta European Insurance Company Limited Not upheldInsuranceDRN-5236380 The complaint Mr H complains Acasta European Insurance Company Limited (Acaster) unfairly declined his claim on his guarantee insurance policy. Acasta are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As A... (2 pages)View decision -
Decision Reference DRN-5237246
23 Jan 2025 esure Insurance Limited Not upheldInsuranceDRN-5237246 The complaint Miss N complains that esure Insurance Limited disposed of her car without her consent following a claim made on her motor insurance policy. What happened Miss N made a claim to esure following damage caused to her car. She said she wanted to understand the dam... (2 pages)View decision -
Decision Reference DRN-5085266
23 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5085266 The complaint Mr and Mrs D complain Aviva Insurance Limited unfairly declined their home insurance claim. Mr and Mrs D have been represented for the complaint. For simplicity I’ve, in places, referred to the representative’s actions as being their own. What happened In ear... (5 pages)View decision -
Decision Reference DRN-5235018
23 Jan 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5235018 The complaint Mrs J complains that Madison CF UK Limited trading as 118 118 Money irresponsibly lent to her. Mrs J is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as b... (3 pages)View decision -
Decision Reference DRN-5275066
23 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5275066 The complaint Mr H is unhappy with the repairs Admiral Insurance (Gibraltar) Limited (Admiral) carried out on his vehicle under his motor insurance policy. What happened In January 2024 Mr H was unfortunately involved in an accident and so submitted a claim to his motor insu... (3 pages)View decision -
Decision Reference DRN-5280930
23 Jan 2025 Madison CF UK Limited UpheldConsumer CreditDRN-5280930 The complaint Mr C complains that Madison CF UK Limited trading as 118 118 Money lent irresponsibly when it approved four loan applications he made between 2019 and 2023. What happened The background to this complaint and my initial conclusions were set out in a provisional... (4 pages)View decision -
Decision Reference DRN-5216382
23 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5216382 The complaint Mrs K complains that National Westminster Bank Plc (NatWest) has not fully refunded her for the loss she has suffered as a result of a scam. What happened Mrs K was friends with a woman I will call A, they had known each other for many years. So, in 2017, when... (4 pages)View decision -
Decision Reference DRN-5256766
23 Jan 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5256766 The complaint Mr S complains that Capital One (Europe) plc lent irresponsibly when it approved his credit card application. What happened Mr S applied for a credit card with Capital One in June 2023. In his application, Mr S said he was employed with an income of £32,500. M... (3 pages)View decision
