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 128535 results
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Decision Reference DRN-5244259
17 Jan 2025 QBE UK Limited UpheldInsuranceDRN-5244259 The complaint Mr J complains that QBE UK Limited has unfairly declined to repair damage to his car following a breakdown. He feels this should be covered under his motor warranty policy. What happened Mr J purchased a second-hand car from a local dealership in March 2022. He... (3 pages)View decision -
Decision Reference DRN-5228960
17 Jan 2025 Rathbones Investment Management Limited UpheldPensions and AnnuitiesDRN-5228960 The complaint Mrs D has complained that Rathbones Investment Management Limited (Rathbones) has charged her fees for financial planning services, but that she hasn’t received this service. Mrs D has also said that the communication she’s received from Rathbones has been uncl... (12 pages)View decision -
Decision Reference DRN-5213600
17 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5213600 The complaint Miss M complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss M 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 being made by Miss M her... (5 pages)View decision -
Decision Reference DRN-5224200
17 Jan 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5224200 The complaint Miss D complains about how Tesco Underwriting Limited (Tesco) handled a claim under her motor insurance policy for damage to her vehicle in an accident. Any reference to Tesco in this decision includes their agents. What happened In November 2023 Miss D’s veh... (7 pages)View decision -
Decision Reference DRN-4899652
17 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4899652 The complaint Ms P complains about the way Royal & Sun Alliance Insurance Limited trading as RSA [“RSA”] has handled a claim she’s made on her buildings insurance policy following subsidence damage to her property. What happened Ms P is represented by a third party in br... (3 pages)View decision -
Decision Reference DRN-5219490
17 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5219490 The complaint Mr L complains U K Insurance Limited (UKI) gave a poor level of service when he contacted it for a motor insurance policy quote and that it didn’t offer a clear explanation in the price differences from a previous quote. UKI are the underwriters of this policy... (3 pages)View decision -
Decision Reference DRN-5232400
17 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5232400 The complaint Mrs R has complained about U K Insurance Limited because when she tried to take a policy out with it, it refused to assist her with answering a question. What happened Mrs R was looking for new insurance cover. She tried to complete an application with UKI onl... (3 pages)View decision -
Decision Reference DRN-5091119
17 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5091119 The complaint Mr M complains about the quality of a used vehicle he acquired through a conditional sale agreement with Stellantis Financial Services UK Limited trading as PSA Finance UK (‘PSA’) Mr M says the vehicle was faulty from the start and he wants to now reject it. He... (4 pages)View decision -
Decision Reference DRN-5267945
17 Jan 2025 National Westminster Bank Plc UpheldConsumer CreditDRN-5267945 Complaint Mr O has complained that National Westminster Bank Plc (“NatWest”) unfairly provided him with unaffordable loans. Background Mr O has also complained about credit cards which NatWest provided to him. We’ve explained that we’re considering the credit card complaint... (12 pages)View decision -
Decision Reference DRN-5268152
17 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5268152 Complaint Mr O has complained about credit cards and the subsequent credit limit increases National Westminster Bank Plc (“NatWest”) provided to him. He says he was provided with credit cards and limit increases despite the fact that his credit reports would have shown that ... (9 pages)View decision