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-4945754
4 Sep 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4945754 The complaint Mr R and Mrs R complain that they’d asked The Mortgage Works (UK) Plc (“TMW”) to consent to a transfer of their Buy To Let mortgage (and the equity in the property) to Mrs R alone, as they were separating. But they said TMW had refused without explanation. What... (3 pages)View decision -
Decision Reference DRN-5000435
4 Sep 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-5000435 The complaint Mr and Mrs N complain about the interest rate Mortgage Agency Services Number Five Limited (MAS5) has charged on their mortgage. They state the rate has been increased unfairly and for reasons not permitted by the terms and conditions. Mr and Mrs N have brought... (7 pages)View decision -
Decision Reference DRN-4869120
4 Sep 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4869120 The complaint Mr and Mrs D and family have complained that Inter Partner Assistance SA (IPA) hasn’t fully settled a claim they made on a travel insurance policy. Mr and Mrs D were travelling with their four children. As three of the children are over the age of 16, they hav... (3 pages)View decision -
Decision Reference DRN-4968159
4 Sep 2024 First Central Underwriting Limited UpheldInsuranceDRN-4968159 The complaint Miss P is unhappy with the service provided by First Central Underwriting Limited when dealing with renewal of his car insurance policy. What happened Miss P took out car insurance with First Central. The facts of Miss P’s renewal in August 2023 are well known... (3 pages)View decision -
Decision Reference DRN-4965706
4 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4965706 The complaint A limited company, which I’ll refer to as T, complains that National Westminster Bank Plc acted unfairly in relation to its BBL by declining to allow repayments to be made by its director from personal funds. T is represented by its sole director. What happened... (3 pages)View decision -
Decision Reference DRN-5001640
4 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5001640 The complaint Mr K complains that Admiral Insurance (Gibraltar) Limited unfairly declined a claim under his motor insurance policy for the theft of his car, cancelled his policy retaining the premiums, and registered a fraud marker against him. Where I refer to Admiral, thi... (4 pages)View decision -
Decision Reference DRN-5001536
4 Sep 2024 Wakam UpheldInsuranceDRN-5001536 The complaint Mr T complains about Wakam’s handling of a claim made under his commercial van insurance policy. What happened Mr T worked as a delivery driver and insured his van with Wakam. In early December 2023, parts were stolen from Mr T’s van, so he made a claim to Wak... (5 pages)View decision -
Decision Reference DRN-4928351
3 Sep 2024 One Sure Insurance Limited UpheldInsuranceDRN-4928351 The complaint Mr G complains about the way One Sure Insurance Limited (“One Sure”) handled the cancellation of his policy. What happened In March 2024, Mr G took out a policy with One Sure but says he didn’t receive any email confirmation with policy documents. He also found... (2 pages)View decision -
Decision Reference DRN-4413734
3 Sep 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4413734 The complaint Mrs W complains that Shop Direct Finance Company Limited acted irresponsibly in offering her a catalogue shopping account that was unaffordable for her. What happened Mrs W opened an account with Shop Direct under its Very brand in August 2012. The credit limi... (4 pages)View decision -
Decision Reference DRN-4986237
3 Sep 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4986237 The complaint Miss C complains that NewDay Limited, trading as Aqua, lent to her irresponsibly when it increased the credit limit on her credit card and that the credit was unaffordable for her. What happened Miss C applied to New Day for an Aqua credit card in November 2020... (4 pages)View decision