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 361839 results
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Decision Reference DRN-5155320
2 Dec 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-5155320 The complaint Mr H complains that Hastings Insurance Services Limited (Hastings) didn’t inform him about a change in the terms of his motor insurance policy. What happened Mr H holds a motor insurance policy administered by Hastings. When he changed his vehicle, he alerted H... (2 pages)View decision -
Decision Reference DRN-5175140
2 Dec 2024 Interactive Brokers (U.K.) Limited UpheldInvestmentsDRN-5175140 The complaint Mr H complains he was misled into transferring a stocks and shares ISA from a previous provider to Interactive Brokers (U.K.) Limited (IBUK). He says that its website suggests corporate bonds could be traded in its ISA, but he later found this was incorrect. Wh... (3 pages)View decision -
Decision Reference DRN-4998940
2 Dec 2024 National Westminster Bank Plc UpheldMortgagesDRN-4998940 The complaint Mr S complains that National Westminster Bank Plc (NatWest): Overcharged him interest on his mortgage account outside of the promises given in marketing and letters to customers of the account. Inappropriately put his account on a reducing facility via its... (7 pages)View decision -
Decision Reference DRN-5114020
2 Dec 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5114020 The complaint Miss B complains that she received poor service from Marshmallow Insurance Limited after she made a claim on her motor insurance policy following a non-fault accident. What happened Miss B told us she was worried her car would be destroyed by the police after ... (2 pages)View decision -
Decision Reference DRN-5176503
2 Dec 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-5176503 The complaint Mrs D and Mr S are unhappy that Inter Partner Assistance SA (IPA) declined a claim made on their annual ‘silver plus’ travel insurance policy. What happened I issued a provisional decision explaining why I wasn’t intending to uphold Mrs D and Mr S’ complaint. ... (4 pages)View decision -
Decision Reference DRN-4988191
2 Dec 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4988191 The complaint Mrs A, who is represented by a professional representative (‘PR’) complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) rejected her claims under s. 75 and s.140A Consumer Credit Act (‘CCA’) in respect of a holiday pro... (5 pages)View decision -
Decision Reference DRN-5118839
2 Dec 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5118839 The complaint Mr H and Miss W complain about Accredited Insurance (Europe) Ltd (Accredited) declining a claim under their home insurance policy for damage to their property in bad weather. References to Accredited include their agents who administer the policy and assess cl... (6 pages)View decision -
Decision Reference DRN-4403986
2 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4403986 The complaint Mr and Mrs P complain that National Westminster Bank plc (NatWest) unfairly closed their accounts. This complaint relates to accounts held jointly by Mr and Mrs P. Although some of the actions mentioned in this decision were taken by either Mr or Mrs P alone, f... (4 pages)View decision -
Decision Reference DRN-4706799
2 Dec 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4706799 The complaint Mrs K complains that Bank of Scotland plc trading as Halifax won’t refund in full the money she lost when she fell victim to an investment scam. Mrs K is being represented by a claims management company in this complaint. What happened The full details of thi... (3 pages)View decision -
Decision Reference DRN-4842465
2 Dec 2024 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-4842465 The complaint Mrs D complains about the way in which JAJA FINANCE Ltd trading as Asda Money Credit Card (“Jaja”) handled her disputed transaction claim. What happened On 22 July 2023 Mrs D used her Jaja credit card to pay an airline for 6 seat reservations on a flight depart... (3 pages)View decision
